Return Goods Policy

Non-Wholesaler Return Goods Policy


All Pharmacell returns must be authorized in writing by the Customer Service Department at our Pharmacell Cairo office, or you can call +20 25781526.


Pharmacell will issue an 80% current market value credit allowance for all Pharmacell products in salable condition, when these products are returned. No credit will be issued for:

  1. Product returned from Retail Pharmacy and Distributor Customers.
  2. Products more than three (3) months beyond expiration date.
  3. Packages that have been opened, partially used, marked or disfigured in any way.
  4. Products that have been damaged by acts of God, fire, smoke, water or involved in a bankruptcy sale.
  5. Products that have been improperly stored.
  6. Products returned without proper authorization.
  7. Products that require refrigeration.*
  8. Promotional sales products or samples.

Order Errors

A 20% processing charge will be issued for the return of product(s) ordered in error direct from Pharmacell. Pharmacell must be notified within ten (10) business days of receipt of the ordered merchandise by customer in order to be resolved appropriately.

Shipping Errors

100% credit will be issued on returns of product(s) shipped in error by Pharmacell. Pharmacell must be notified of the error within ten (10) business days of receipt of the merchandise by customer in order to be resolved appropriately.

Damages or Shortages

In an effort to minimize any delay in resolving a damage or shortage claim, all orders should be counted prior to customer’s acceptance of delivery from the carrier. Any damages or shortages should be noted on the transportation company’s freight bill or bill of lading and be countersigned by the customer. The damaged material must remain in the original carton should inspection be required by the transportation company. Pharmacell must be notified of any damages in transit or product shortages within ten (10) business days of receipt of the merchandise by customer in order to process credit or arrange for product replacement.

Procedure for Returning Goods

A Return Authorization Form must be obtained by either phoning Customer Service in Pharmacell, Cairo office at (000) 000-0000 or by contacting your local Pharmacell representative. The customer must provide information as to the product description, NDC number, quantity, lot number, expiration date and reason for the return. The completed form will be mailed or faxed to the requesting party.

This completed authorization form must accompany all returns within 10 days of authorization in order to be considered for credit. Merchandise should not be shipped until this form is received. Only those products included on the Return Authorization Form will be considered for credit. The ship to address for returns will be stated on the form. Products returned without proper authorization will become the property of Pharmacell and will be destroyed.

Terms of Return

Credit will be issued within 30 days of receipt of the returned goods.

** Pharmacell will issue full credit for Thiotepa returned within one year following the expiration date.

Wholesalers are not authorized to accept Pharmacell returns.

Pharmacell representatives are not permitted to pick up products for return.

Shipping charges, including insurance, are to be assumed by the customer except when due to shipping error. Returns should be insured as Pharmacell will not be responsible for loss or damage in transit.

Pharmacell reserves the right to request proof of purchase prior to authorizing any return. Unauthorized returns (i.e., returns not accompanied by or included on a Return Authorization Form) will not be eligible for credit.

Pharmacell reserves the right to modify this policy without advanced notice.