Hoffman-La Roche Ltd.
Return Policy

Merchandise Returned for Credit

It is the aim of Hoffman-La Roche Limited to maintain a fair and equitable return goods policy for all our customers. This philosophy is reflected in our Return Goods Policy. The following criteria and restrictions apply:

Expired Returns (except for Activase and TNKase) are to be shipped Freight Prepaid to the wholesaler from which the goods were purchased or to Med-Turn International Inc. (MTI). An MTI form must be filled out completely and included with the return. MTI return forms are available by calling MTI at 416-298-1234 or 1-888-784-2323 or on their web site at www.returns.org. In the event that goods are returned collect to MTI, this amount will be deducted from the total credit amount.

Controlled drugs require pre-authorization from Med-Turn International Inc. (MTI) or an authorized wholesaler.

For hospitals purchasing through the Canadian Pharmaceutical Distribution Network (CPDN), returns may be shipped to CPDN Freight Prepaid. Please ensure a CPDN "Request for Credit Form" is completed and accompanies the goods.

Returns of Activase and TNKase vials must be pre-authorized by Head Office. Please call our Customer Relations Department at 1-800-617-6243 for authorization and specific details.

Items Eligible for Return

• All "Roche" products currently in the "Roche" Pharmaceutical Price Catalogue, not more than twelve (12) months beyond expiration date.
• Unopened single vials or ampoules.
• All "Roche" discontinued products will be eligible for credit up to twelve (12) months beyond expiration date.

Items Not Eligible for Return

• Goods not in original "Roche" package.
• Goods which are unsaleable for reasons beyond our control such as improper storage, breakage, defacement or damage by fire, smoke or water.
• Products acquired as a result of fire or bankruptcy sales (distress sale).
• Saleable goods returned for the sole purpose to reduce customer's inventory.
• Sample packs or Clinical Evaluation Packs.
• Goods currently involved in an unresolved customer claim or complaint.
• Goods in excess of twelve (12) months from expiry.
• Discontinued products in excess of twelve (12) months from expiry.

Goods that are deemed ineligible for credit cannot be returned to the customer and will be destroyed.

Credit Policy on Return Goods

All eligible return goods, except for those previously purchased by customer on tender, contract or special offer, will be reimbursed according to the following credit structure.

• Full bottles will be reimbursed at 100% of current purchase price (less rebates or discounts).
• Part bottles will be reimbursed to the nearest quarter bottle price as determined by "Roche".
• For expired or discontinued items no longer in the price catalogue, a fair market value (as determined by "Roche" in its sole discretion) will be used within the parameters of section (Items Eligible for Return).

The return of goods previously purchased by customer on tender, contract or special offer shall be subject to credit terms deemed appropriate by "Roche" in its sole discretion.

Please refer to the Eligible Products to check the eligibility of product returns by DIN or UPC.