In normal circumstances, we operate a no-return policy and urge customers to thoroughly check any order for accuracy before finalizing. However, there are some circumstances where we may be able to provide assistance through your sales representative.
If you receive items that have a shorter expiration date than was promised during the order process, this is known as short-dated items, and we will accept returns on these if you inform your sales representative within 48 hours after delivery. Please note, returns of this nature are not possible for pre-order items, only products that are in stock at the time of ordering.
In addition, if you have received an incorrect item due to our errors in packing or other cause, we will of course accept a return for those items. Again, you must contact your sales rep immediately to arrange a return of the items in question. If there are items missing from your order, we may either resend the missing items or apply credit towards your next order.
In the case of broken or damaged goods delivered locally by us, returns will be accepted on the conditions that such damages are well documented. (Pictures taken from all angles of damaged case/s) Customers are also required to immediately notify their sales representative with a filled-out Return Merchandise Authorization(RMA) form. However, for pick-up orders, once your goods have left our premises, we accept no liability for any damages that occur. In that situation, please consult your chosen logistics company to file a claim for transit damages.