Returns Policy

1. When can I return products?

Products may be returned to Alliance Healthcare: (i) if we make an error in delivery, (ii) deliver damaged or faulty products (see below) (iii) recalled products or (iv) in limited cases, if you make an order error.

2.  How do I return an item?

The easiest way to return an item is to do this via the Alliance Healthcare Portal, (myAHPortal). Please visit https://www.myahportal.co.uk/login. Once you are registered you can complete your returns, missing claims and orders all from the same web portal. 

For more information about the returns process and how to complete the returns process, please refer to A Guide to Alliance Healthcare (Alliance Healthcare.co.uk > Useful Information > Working With Us). 

You must keep a copy of the returns note and the driver must sign and date it to acknowledge that the products have been received. We may refuse any claim for credit unless you can provide proof of collection if we ask for it.

Returned products (which are not being returned as recalls, faulty or damaged) must be in perfect original condition, not marked in any way and must not show any sign of having been tampered with (see exclusions at 3 below in relation to products which cannot be returned if ordered in error by you).

All products must be kept in the storage conditions appropriate for that product until collection. Please note if you are completing a paper return each returns note must set out the reason for the claim and include:

(i)  your name, address and account number;

(ii) the quantity, description, strength and pack size;

(iii) the invoice number and date of the relevant invoice;

(iv) be signed and dated by a person with appropriate authority and include their registration number,

(v)  be packaged carefully with the paperwork to ensure the goods and paperwork remain together.

3.  Are there any products that cannot be returned? 

You cannot return to us the following types of products where these have been ordered in error by you:

(i)     specials (non-stocked and unlicensed medicines);

(ii)    refrigerated products;

(iii)   veterinary medicines; or

(iv)   Decommissioned FMD products (as described below).

We may not be able to accept returned products we have supplied which are covered by a transfer order unless you have received authorisation.  Please contact Customer Services for more information.

4.  How long do I have to return products that I have ordered in error or which Alliance Healthcare has delivered in error?

The products to be returned should be given to the delivery driver on your next morning delivery (Monday to Friday) and returned to us no later than three working days from receipt (beginning the day after you receive the product), telling us the reasons why. 

The table below sets out the return requirements for the different categories of products.

If you want to return products and you do not expect to receive another delivery within the three (3) working day period you should notify Customer Services and request a collection.  If you do not request a pick up to enable us to collect within the three (3) working day period and the products are returned to us after this time we are not obliged to accept them or provide a credit.

To return hazardous chemicals, cytotoxics, schedule 2 or schedule 3 safe custody controlled drugs you must obtain a return authorisation number from customer services before returning the product to your supplying service centre or if you are using myAHPortal to complete your return this will automatically provide this for you.

5.  Returning Faulty or Damaged Products

You may return at any time a product that has been returned by a patient as faulty. The allegedly faulty item should be packed separately and listed on the returns note and returned to your local service centre as soon as possible. Please note faulty Pfizer, GSK, Astellas, AstraZeneca or Novo Nordisk products should be returned directly to the manufacturer and not Alliance Healthcare.

Each claim form and returns note must set out the reason for the claim and include:

(i)  your name, address and account number;

(ii)  the quantity, description, strength and pack size;

(iii) the invoice number and date of the relevant invoice;

(iv) be signed and dated by a person with appropriate authority and include their registration number,

(v) be packaged carefully with the paperwork to ensure the goods and paperwork remain together.

If you are returning damaged or faulty: (i) refrigerated products (ii) Schedule 2 or 3 safe custody controlled drugs or (iii) hazardous products, you should telephone Customer Services within one (1) working day from delivery to obtain a return authorisation number or complete the return via myAHPortal also within one (1) working day.  These products should be packaged separately and entered onto separate returns notes and given to your driver at the next opportunity.  If you are completing your return online the system will automatically separate out any specially controlled products.

Hazardous products should be packaged separately in line with the statutory safeguards which relate to handling hazardous chemicals. You must let the driver or collections agent know, when they come to collect the products, in what way they are hazardous.

Products which need temperature controlled storage can only be returned provided that you have stored them correctly whilst in your possession even if these are reportedly faulty or damaged. You must let the driver or collections agent know about the temperature conditions required. 

6.  Returning FMD Products

Returned product that is subject to the Falsified Medicines Directive (FMD) (i.e. prescription only medicine that has the two safety features, the 2D barcode and anti-tamper device applied) can only be returned (i) if the anti-tamper device has not be damaged and (ii) the FMD product has not been de-commissioned before being returned by you. If a FMD product is returned and it does not verify on return, we shall not be able to credit you for this returned product.

We cannot accept returns of FMD products from Article 23 customers, i.e. where the product was decommissioned by Alliance Healthcare before being sent to you.

7.  Can I return products ordered in error?

[Alliance Healthcare] You can return certain products you have ordered in error but you may have to pay a surcharge. We cannot accept returns of refrigerated items which have been ordered in error.

When you return 2% or more as ordered in error the following charges will apply, depending on the percentage of returns equal to or greater than 2%:

Percentage of returns

Charge

Less than 2%

£0

Between 2% and 2.99%

£75

Between 3% and 3.99%

£90

Between 4% and 4.99%

£105

Between 5% and 5.99%

£120

6% or more

£175

 

How we calculate the ordered in error surcharge

We use a simple calculation to work out whether a surcharge will be made.

(lines returned as ordered in error ÷ lines purchased) * 100 = Ordered in error percentage.

Example

You purchased 65 lines, but returned 5 lines as ordered in error.

(5 ÷ 65) * 100 = 7.69%

How do we calculate a line?

  • A line means the same product purchased on one line of each invoice.

  • If the same product is then purchased again (e.g. later in the month), it will be logged on a separate line.

What happens with Outers?

  • An outer of a product will be classed as one line.

  • For example, an outer of twenty-four of TUNES CHERRY (which contains twenty-four packs), will be classed as one line.

  • If you purchase a single of one product, this will also be classed as one line.

How to avoid the ordered in error surcharge 

We've analysed customer purchase data, and in the majority of cases, customers who have returned a product as ordered in error one day, have gone on to purchase it again the next. When you have to return a product there is a cost to you and your business; the return needs to be authorised, and paperwork needs completing.

  • Be aware of the products you are ordering

  • Try to avoid sending product back, especially if you think it is likely you'll dispense it in the following days

Products exempt from the ordered in error surcharge

The ordered in error surcharge does not apply to products purchased from Alliance Healthcare that are part of an agency model.

For full details, refer to our supply chain arrangements page  which lists manufacturers and products which are exempt from the ordered in error surcharge.

8.  Recalls

Medicinal products supplied to you by Alliance Healthcare which are recalled by the manufacturer, product licence holder or regulatory authority will be accepted by Alliance Healthcare in line with the specific instructions given at the time of the recall (these will be available on the Alliance Healthcare website (http://www.alliance-healthcare.co.uk/latest-news/recalls).

All products must be packaged separately, clearly identified as returns relating to the product or batch recall and accompanied by a separate returns note. The returns note must give details of the type of recall and, where appropriate, all batch numbers. Credit will be issued by us as authorised by the manufacturer or product licence holder concerned at the time specified by them. Generally credit is usually only given for the first 12 weeks after the beginning of the recall.

Returns can be made by visiting https://www.myahportal.co.uk/login and selecting the returns button

Type of Return

Ordered in Error (OIE) return accepted?

Incorrect Product delivered by AHDL

Damaged/Faulty/

Recall

Time Frame (from date of delivery)*

Conditions

Hazardous/Cytotoxics

Y

Y

Y

Return within 1 working day

For manual returns, as soon as possible, obtain a return authorisation number (RAN) from Customer Services.  For online returns this is automatically completed for you.

Refrigerated Product

N

Y

Y

Return within 1 working day

Not usually returnable – unless wrong product/faulty/damaged.

For manual returns, as soon as possible, obtain a RAN from Customer Services. For online returns, if eligible, this is automatically completed for you.

Signed confirmation that product kept within temperature range

Schedule 2 & Schedule 3 Safe Custody Controlled Drugs (CDs)

Y

Y

Y

Return within 1 working day

Notify Customer Services immediately of any incorrect product delivered or a discrepancy.

 

Immediately notify Customer Services of any incorrect product delivered or a discrepancy.

For manual returns, as soon as possible, obtain a RAN from Customer Services. For online returns this is automatically completed for you.

 

Specials

N

Y

Y

Return within 1 working day

Not usually returnable – unless wrong product/faulty/damaged.

As soon as possible, obtain RAN from Customer Services. Online return not applicable.

 

Vet Medicines

N

Y

Y

Return within 1 working day

Not usually returnable – unless wrong product/faulty/damaged

For manual returns, as soon as possible, obtain a return authorisation number (RAN) from Customer Services.  For online returns this is automatically completed for you.

 

FMD product

Y (subject to conditions)

Y

Y

Claims for damaged product within three working days

All returns within 3 working days

Not decommissioned

Tamper proof seal not damaged

All other products

Y

Y

Y

Claims for damaged product within three working days

All returns within 3 working days

In condition fit for re-sale if OIE

 

 

  • if no regular delivery is scheduled within the three working days customer to phone Customer Services to request collection.In all cases:
  • faulty or damaged products covered by a transfer order are not accepted as returns unless the customer has received authorisation from Customer Services.


*  The Timeframes specified apply from when the Product is delivered, or in the case of damaged or faulty products, when the customer becomes aware of the fault or damage if later.

For missing goods see Alliance Healthcare's E Missings Portal: https://www.alliance-healthcare.co.uk/e-missings-portal