PILNOVA PHARMA INC RETURN GOODS POILCY
Pilnova Pharma Inc. (“Pilnova”) is committed to providing our customers with exceptional customer service and ensuring customer satisfaction. Pilnova will accept returns of its pharmaceutical products subject to the conditions set forth in this policy and issue credit accordingly. This policy is effective as of April 1, 2024.
Pilnova requires that all returns be approved by an authorized representative or agent on its behalf. All returns require a valid Return Goods Authorization (RGA). Pilnova will only accept return of product purchased directly from Pilnova, product purchased indirectly needs to be returned to origin of purchase (authorized distributor/wholesaler).
Credit will be issued based on the lowest of the following: original net purchase price, current contract price or current indirect price. Where a price does not exist, credit will be based on average market price. Pilnova reserves the right to make the final determination of the return value. Pilnova will not process returns using the pricing from third party price lists.
Credit for returns will be in the form of a Credit Memo issued within sixty (60) days from date of return. No cash returns will be issued. Deductions are not permitted without prior approval from Pilnova. Full credit will only be issued for sealed product returns.
Credit will not be issued for products returned outside of the allowable return period (more than six (6) months shelf-life or more than twelve (12) months beyond expiration date), products discontinued more than one (1) year, private label/patient labeled products, repackaged products, or products not in original packaging. Products sold on a non-returnable basis, including, but not limited to, products deemed as “Free Goods”, “Samples”, promotional incentives, short-dated or discontinued product closeout sale. Partial or open bottles (except permitted by law), products with labels removed or damaged due to insurable causes (heat, fire, smoke, water), products adulterated by improper handling/storage and/or products opened with a broken seal are not eligible for return. Products not purchased directly from Pilnova, products that have been destroyed by a purchaser or their designated 3rd Party returns processor without prior approval. Products returned with an invalid RGA. Products returned more than thirty (30) days after date RGA is issued. Product received in error or with concealed damage not reported within thirty (30) days from date shipped. Proof of return will be the responsibility of the customer. Pilnova will deduct the value of the return from sales volume subject to volume rebate. No shelf-stock adjustments will be issued for returned product unless product is in transit on the date of the shelf-stock adjustment.
Expired Product Returns:
Expired product must be returned to Pilnova’s authorized 3PL, J Knipper & Company (“Knipper”), at the following address and in accordance with Pilnova’s Return Goods Policy to be considered for reimbursement
RGA requests can be made through Knipper via phone or email. All expired product returns must include a Debit Memo # and RGA as provided by Knipper. Product returns received without the required information will be processed for destruction, and no credit will be issued. All 3rd Party return processors must contact Knipper to request an RGA.
The following information is required for an RGA to be issued:
- Valid Customer Name, Address and Customer ID (DEA, HIN, NPI) *preferably the ID originally used at time of purchase
- Authorized Distributor/Wholesaler Name *ID (DEA, HIN) required for Controlled Substance Returns
- 3rd Party Return Processor Name (if applicable)
- Debit Memo # or Unique Identifier (separate for each originating customer)
- Product Information (NDC, Product Description, Lot #/Lot Expiration Date)
- Return Quantity
- Reason for Return
- If product returned was purchased at a contract price (GPO, PHS) return must be noted
Expired product return eligibility criteria:
- Product within six (6) months of expiration date and up to twelve (12) months past the expiration date
- Product must be in original, sealed, full, unopened Pilnova packaging with a valid Lot #/Lot Expiration Date
- Valid RGA (RGAs are valid for thirty (30) days after issue) RGA must be clearly visible on all return documents and package(s).
- All product(s) returned must be included on the RGA, any product returned not referenced on the RGA will be destroyed and no credit will be issued
Non-expired Product Returns:
Non-expired product return due shipping errors (damages, mis-shipment or overages) must be reported to Pilnova’s approved 3PL, J Knipper & Company Inc (“Knipper”) at the following address and in accordance with Pilnova’s Return Goods Policy to be considered for reimbursement.
Product return due to immediate visibility of shipping damage or mis-shipment must be reported to Knipper within 48 hours of discovery. Damage claims must include proof of damage (notated on bill of lading, pictures, video). Product return due to concealed shipping damage, overage or shortage must be reported to Knipper within ten (10) days of discovery. Call tags will be issued for shipping damage, mis-shipment and overage. Product must be returned within thirty (30) days from date call tag is issued. All reported shipping claims must include the following information: customer information, purchase order #, product ndc, product description, lot #, lot expiration date and quantity.
Pilnova requires prior written approval by an authorized representative or agent on its behalf for all returns due to overstock inventory, slow moving inventory or inventory ordered in error with greater than six (6) months shelf-life expiration. Returns may be subject to a 20% restocking fee.
Miscellaneous:
Pilnova representatives are prohibited from picking up or transporting products for return. Pilnova reserves the right to destroy, without recourse, all unauthorized products returned. All products returned become the property of Pilnova, regardless of credit eligibility. Distributors/Wholesalers are not authorized to accept return of Pilnova’s products purchased directly by third parties unless prior written approval is provided by an authorized representative or agent on their behalf. All returns must be shipped via a traceable mode of transportation.
Third party return processors and all returns must comply with and be in accordance with Pilnova’s Return Goods Policy. It is the responsibility of the purchaser to ensure that third party return processors comply with Pilnova’s Return Goods Policy. Any return received from a non-authorized purchaser will be destroyed. Pilnova will require a copy of all reverse distributor licenses, any unlicensed returns processor is not authorized to handle Pilnova products. Pilnova will not reimburse any service fees to purchaser, or third party return processor (i.e. handling, processing or freight charges incurred). Transportation and insurance charges for all returned products are the responsibility of the purchaser, except when due to Pilnova or authorized 3PL error and will be determined by Pilnova at time of incident.
