In order to follow current European ‘Good Distribution Practice’ guidelines, below is
a description of the current returns policy that is in operation by Delphi
For all issues regarding the return of goods, it is the responsibility of the customer to
contact Delphi Pharmaceuticals within 24 hours (one working day) after receipt of
delivered goods, stating the discrepancy with the order. This includes FMD-related
claims – if you choose not to verify goods for FMD compliance on receipt of the
goods, no future (financial) claim can be made in regard to FMD non-compliance at a
future date if it is outside the timeframe detailed above.
We are now obliged under FMD rules to verify goods that are returned. We will reject
returned goods that have been de-commissioned by customers in all circumstances (it
will be important for customers to re-commission any goods, if they have
decommissioned them, and to do so within the timeframe allowed under FMD rules
before returning them to us – it is not possible for us to re-commission them).
For the return of damaged goods, please contact Delphi Pharmaceuticals, who will
arrange collection of goods free of charge, or refund postage for goods posted back.
For goods received, but not ordered, or extras, please contact Delphi
Pharmaceuticals who will arrange collection of the goods free of charge, or refund
postage for goods posted back.
In the event of a product recall, arrangements will be unique to the nature of the recall
and will be announced when applicable. Credit will be issued only when received
from the product licence holder.
For goods ordered but either:
- i) the volume ordered is subsequently in excess of customer requirements
- ii) the price confirmed at the time of ordering is no longer acceptable and
the customer wishes to return the goods,
we reserve the right to impose a charge of €10.00 to cover transport and
administration costs. In addition goods returned must be in their original condition so
as to be re-saleable, and received back within five working days from original
dispatch. Customers should ensure that goods are packaged appropriately to prevent
any damage during transit.
In order to action a returns claim, it will be necessary to obtain a returns authorisation
from a member of staff at Delphi Pharmaceuticals. The name of the staff member
and the date of authorisation should be retained in the event of a query.
No authorisation is necessary for any general queries.