Cancellation, Returns, and Refund Policy – Taj Pharmaceuticals

Last Updated: 30/01/2023

Procedure for Returning Items:

a. Customers must obtain a Returned Goods Authorization (RGA) form for returns from Taj Pharmaceuticals. You can obtain RGA forms via phone at Direct Line: +9184484 44095 / +91 74 0000 9975 / 76 or Toll-Free 1800 222 434 / 825. Alternatively, you can request it via e-mail at info@tajpharma.com. Returns will not be processed without an RGA. RGA Authorizations expire sixty (60) days from the date of issue.

b. An itemized packing slip must accompany any returned goods, containing the following information:

  • Product Name
  • Quantity for Each Product
  • Lot Numbers
  • Billing Address
  • Shipping Address
  • Reason for return
  • Contact person, contact phone number, and email
  • Wholesale Account # (if applicable)
  • RGA Number

SHIPPING AND RETURNED GOODS ADDRESS:

Taj Pharmaceuticals Limited Manufacturing Plant: Plot No.1019, Sarigam G.I.D.C., Road No. 10, Dist. – Valsad, Gujarat 396142, India

Eligible Products for Return:

  1. Expired Goods: Expired goods may be returned for credit if accompanied by an RGA approved by Taj Pharmaceuticals. The expired product must meet the following criteria:
    • Be received within twelve (12) months after expiration.
    • Be in original and unopened packaging.
    • Include a legible lot number and expiration date.
    • Be shipped freight prepaid within sixty (60) days of authorization date.
  2. Damaged Products: Products received damaged may be returned for full credit when reported within four (4) days of receipt by the customer. Damaged products should remain in the original carton for inspection.
  3. Shipping Errors: Products shipped in error by Taj Pharmaceuticals may be returned for full credit when returned within thirty (30) days of the invoice date.
  4. Customer Ordering Error: Products ordered in error may be returned for credit when reported within four (4) days of receipt by the customer. Restocking fees may apply based on the volume of the order error.
  5. Products Discontinued by Supplier: Products discontinued by the supplier and not depleted within one hundred twenty (120) days after discontinuation may be eligible for return with prior approval from Taj Pharmaceuticals.

Non-Returnable Items:

The following items are non-returnable:

  1. Products not in the original packaging bearing the original manufacturer label.
  2. Opened partial bottles (unless state-mandated).
  3. Products twelve (12) months or more past the expiration date.
  4. Products returned without an RGA.
  5. Products obtained through unauthorized sources.
  6. Products involved in specific events such as fire sales, sacrifice sales, bankruptcy, flood, or earthquake.
  7. Products deteriorated or damaged due to conditions beyond the control of the manufacturer.
  8. Non-original or repackaged products.
  9. Products sold with specific understanding that they are non-returnable.
  10. Merchandise obtained in violation of state and federal regulations.
  11. Products donated at no charge to the customer through Patient Assistance Programs.

Valuation of Product Returns:

  1. For direct customers, credits will be issued based on the lower of the purchase price at the time of return receipt by Taj Pharmaceuticals or the invoice price at the point of original purchase.
  2. For indirect customers (via authorized distributors/wholesalers), credits will be issued based on the lower of the current indirect net contract price or the indirect net contract price at the time of Product purchase.
  3. For generic Product batch returns, credits will be issued based on the lower indirect net contract price at the time of return receipt or the indirect net contract price at the time of Product purchase.

Other Terms of Return Policy:

a. Transportation charges, including insurance, are the responsibility of the customer.

b. No credit will be issued for administration, shipping, or handling, except for damaged and shipping error products.

c. Deductions from payables may not be taken until a credit memo is issued.

d. Returns are subject to final count and acceptance by Taj Pharmaceuticals.

e. Taj Pharmaceuticals reserves the right to destroy returned packages.

f. Unauthorized returns may be destroyed and not reimbursed.

Title and Risk of Loss:

Title and risk of loss pass to the customer when products are delivered to Taj Pharmaceuticals customer’s dock. Notify Taj Pharmaceuticals Customer Service within four (4) days from the date of receipt of any discrepancies.

Exceptions:

Taj Pharmaceuticals reserves the right to make exceptions to this policy due to business necessity and changes in applicable laws and regulations. In cases of conflicts between Taj Pharmaceuticals’ return goods policy and the then-current Taj Pharma policy, Taj Pharma will work with the customer to resolve the conflict in good faith.

Return Criteria:

  1. Expired Goods:
    • Eligible for return if accompanied by an RGA approved by Taj Pharmaceuticals.
    • The expired product must be received within twelve (12) months after its expiration date for credit to be issued.
    • It should be in its original and unopened packaging.
    • The product must include a legible lot number and expiration date.
    • Return of expired product approved by Taj Pharmaceuticals must be shipped freight prepaid within sixty (60) days of the authorization date to receive credit.
  2. Damaged Products:
    • Products received in a damaged condition can be returned for full credit.
    • Customers must report any damage within four (4) days of receiving the product.
    • If a product is received damaged, it’s essential to have the transportation company note “damaged” or “broken” on the freight bill.
    • Damaged products should remain in their original carton for inspection, and they must be returned following RGA instructions.
  3. Shipping Errors:
    • Products shipped in error by Taj Pharmaceuticals may be returned for a full credit.
    • Customers must return these products within thirty (30) days of the invoice date.
    • The return should adhere to RGA instructions.
  4. Customer Ordering Error:
    • Products ordered in error by the customer may be returned for credit.
    • Customers must report ordering errors within four (4) days of receiving the product.
    • The return should follow RGA instructions.
    • Restocking fees may apply based on the volume of the order error.
  5. Products Discontinued by Supplier:
    • Products discontinued by the supplier and not depleted within one hundred twenty (120) days after discontinuation may be eligible for return with prior approval from Taj Pharmaceuticals.

These criteria outline the circumstances under which products can be returned to Taj Pharmaceuticals for credit or refund. Customers must ensure that their returns meet these criteria and follow the specific RGA instructions provided to initiate the return process effectively. Taj Pharmaceuticals aims to provide a fair and transparent return policy to address various scenarios that customers may encounter with their products.

RGA Process

Certainly, the RGA (Returned Goods Authorization) process is an essential part of Taj Pharmaceuticals’ return policy. It helps ensure that returned items are processed efficiently and in accordance with the company’s guidelines. Here’s an explanation of the RGA process:

Returned Goods Authorization (RGA) Process:

  1. Requesting RGA:
    • To initiate a return, customers must first request an RGA from Taj Pharmaceuticals. They can do this through the following methods:
      • Phone: Contact Taj Pharmaceuticals via phone at Direct Line: +9184484 44095 / +91 74 0000 9975 / 76 or Toll-Free 1800 222 434 / 825.
      • Email: Customers can also request an RGA by sending an email to info@tajpharma.com.
    • An RGA form is essential for the return process, and returns will not be processed without it.
    • RGAs have an expiration date, typically lasting for sixty (60) days from the date of issue. Returns should be completed within this timeframe.
  2. Providing Detailed Information:
    • When requesting an RGA, customers should provide detailed information about the return, including:
      • Product Name
      • Quantity for Each Product
      • Lot Numbers
      • Billing Address
      • Shipping Address
      • Reason for Return
      • Contact Person, Contact Phone Number, and Email
      • Wholesale Account Number (if applicable)
      • RGA Number (issued by Taj Pharmaceuticals)
  3. Shipping Returned Items:
    • Once the RGA is approved and received, customers can proceed to ship the returned items to Taj Pharmaceuticals.
    • It’s important to adhere to the specific shipping instructions provided in the RGA and follow any packaging requirements.
  4. Evaluation and Credit Processing:
    • Taj Pharmaceuticals will evaluate the returned items to ensure they meet the return criteria outlined in their policy.
    • If the returned items meet the criteria, Taj Pharmaceuticals will process the return and issue the appropriate credit or refund based on their valuation process.
  5. Timely Return:
    • Customers should ensure that returned items are shipped within the specified timeframe, as mentioned in the return criteria, to be eligible for credit or refund.
  6. Communication and Documentation:
    • Throughout the RGA process, clear communication is essential. Customers should keep records of all correspondence related to the return, including emails, RGA numbers, and any shipping documentation.
  7. Exceptions:
    • Taj Pharmaceuticals reserves the right to make exceptions to the return policy in certain circumstances, such as business necessity or changes in applicable laws and regulations. In such cases, Taj Pharmaceuticals will work with the customer to resolve any conflicts or issues.

The RGA process is designed to ensure that returns are handled efficiently and in accordance with Taj Pharmaceuticals’ return policy. It helps both customers and the company maintain transparency and accountability during the return process. Customers are encouraged to follow the RGA process carefully to facilitate smooth and timely returns.

Exceptions

Exceptions in a return policy refer to special circumstances or conditions under which the standard return policy rules may be adjusted or modified. These exceptions are typically made to accommodate unique situations that may not fit within the usual return criteria. In the context of Taj Pharmaceuticals’ return policy, here’s an explanation of what exceptions could entail:

Exceptions in Taj Pharmaceuticals’ Return Policy:

  1. Business Necessity:
    • Taj Pharmaceuticals may make exceptions to its standard return policy if there is a compelling business necessity. This could include situations where adhering strictly to the policy would result in significant operational challenges or disruptions.
    • For example, if there is a sudden change in the supply chain that affects product availability, Taj Pharmaceuticals may need to make exceptions to the return policy to address customer needs effectively.
  2. Changes in Applicable Laws and Regulations:
    • Exceptions may also be made if there are changes in applicable laws and regulations that impact the return process.
    • For instance, if new regulations are introduced that require adjustments to the return process, Taj Pharmaceuticals may need to make exceptions to comply with these legal requirements.
  3. Customized Resolutions:
    • In some cases, customers may have unique circumstances that warrant a customized resolution outside the standard return criteria.
    • Taj Pharmaceuticals may work with such customers to find a mutually agreeable solution that takes their specific situation into account.
  4. Contractual Agreements:
    • If Taj Pharmaceuticals has entered into contractual agreements with certain customers or partners, these agreements may contain provisions that differ from the standard return policy.
    • Taj Pharmaceuticals will honor the terms of these contracts and may make exceptions accordingly.
  5. Product-Specific Considerations:
    • Certain products or product categories may have their own specific return conditions, especially if they have unusual characteristics or requirements.
    • Taj Pharmaceuticals may make exceptions for these products based on their unique attributes.
  6. Good Faith Negotiation:
    • Taj Pharmaceuticals is committed to working with customers in good faith to address any conflicts or issues related to returns.
    • If a customer encounters a situation that falls outside the standard policy, Taj Pharmaceuticals may engage in negotiations to find a fair and equitable solution.

It’s important to note that exceptions are typically made on a case-by-case basis and are not meant to undermine the standard return policy but rather to address exceptional circumstances. Taj Pharmaceuticals aims to maintain flexibility while ensuring that the return process remains fair and transparent for all parties involved. Customers encountering situations that may warrant exceptions should communicate with Taj Pharmaceuticals to explore possible resolutions.