Return Goods Policy

Return Authorization (RGA)

All product returns require prior authorization and the issuance of a Return Goods Authorization (RGA) number. To request an RGA, please contact our customer service department. Returns received at our warehouse without an active, printed RGA number will be refused and returned at the customer's expense.

Eligible Returns

Products are eligible for return only under the following specific circumstances:

• Apotheca shipping errors (e.g. wrong product configuration received).
• Products damaged in transit (claims must be supported by photos).
• Manufacturer recalls, field alerts, or safety withdrawals.

Non-Returnable Products

Due to strict regulatory rules governing pharmaceutical distribution, GxP storage tracing, and product integrity, the following products are strictly non-returnable:

• Controlled substances (Schedules II-V).
• Refrigerated or cold-chain items requiring temperature preservation.
• Opened, used, partially consumed, or repackaged items.
• Expired or short-dated products (less than 6 months shelf life remaining).
• Special-order or custom-packaged solutions (e.g., custom IV start kits).
• Products stored or handled improperly (not in compliance with label instructions) after delivery.

Reporting Timeframes

Returns and discrepancies must be reported to Apotheca customer service within the following timelines:

• Shipping Damage / Cold Chain Violations: Within 48 hours of carrier delivery.
• Order Discrepancies / Shortages: Within 5 business days of delivery.
• General Return Requests: Within 30 days of the invoice date.

Restocking Fees

Approved returns of compliant, non-defective, non-refrigerated inventory requested by the customer are subject to a restocking and processing fee of up to 20% of the invoice value. Apotheca reserves the right to evaluate product integrity before accepting returns.

Return Freight

If the return is the result of an Apotheca administrative error or verified transit damage, Apotheca will cover return freight costs and issue a prepaid label. For all other approved customer returns, the customer is responsible for shipping freight charges and ensuring compliant transport conditions.

Credits

Account credits will only be issued after return merchandise is received at our distribution facility, inspected, and validated for regulatory and GxP storage compliance. Unapproved merchandise will be destroyed without credit.