Who this policy is for
Monark Criticare supplies prescription injectables to licensed distributors, stockists, hospitals and institutions. This policy is written for them. We do not sell to patients or to the public, so there is no consumer cooling-off return here, and there cannot be: a prescription medicine that has left a licensed premises cannot simply be sent back and resold.
Where a signed supply, franchise or third party manufacturing agreement is in place, the return terms in that agreement apply. This page states our standard position where nothing else has been agreed.
Check the consignment when it arrives
Please examine every consignment on receipt, before it is put into your stock, against the invoice and the packing list. Check the quantity, the product, the batch numbers, the expiry dates and the condition of the outers and the vials.
Report anything wrong within seven days of delivery. Damage in transit and short supply must be reported within forty eight hours, because after that the carrier will not entertain a claim and neither, in practice, can we.
What we accept back
- Damage in transit, where the consignment arrives with broken, leaking or crushed units and this is reported within forty eight hours with photographs of the outer and the contents.
- Short supply, where the quantity delivered does not match the invoice.
- Wrong supply, where the product, pack size or presentation delivered is not what we accepted on the order.
- A manufacturing defect attributable to us, identified against the batch number, where the product has been stored to its label conditions since delivery.
- A batch we withdraw or recall. In that case we tell you, and the return is at our cost with no time limit attached.
- Near expiry stock, only where a written expiry return arrangement forms part of your supply agreement, and only within the window that agreement sets.
What we cannot accept back
- Product that has been stored outside the conditions printed on its label, including any cold chain item where the chain has been broken or cannot be evidenced.
- Opened, part used, unsealed or relabelled packs, and any pack whose batch number or expiry date is no longer legible.
- Product returned by a patient or received from anyone not licensed to hold it.
- Ordinary over-ordering, a change of mind, or stock that did not sell.
- Product already expired at the time the return is requested, where no expiry return arrangement was agreed.
- Product not supplied by us, or which we cannot trace to one of our invoices and batches.
None of this limits your rights, or ours, under the Drugs and Cosmetics Act, 1940 and the rules made under it, or under any other applicable law.
How to raise a return
Write to monarkcriticare@gmail.com, or call +91 90567 60548, with the following. A return raised without these details cannot be traced to a batch, and an untraceable return cannot be assessed.
- Our invoice number and date.
- Product name, pack size, batch number and expiry date.
- Quantity being returned, and the reason.
- Photographs, where the issue is damage, leakage or a packaging defect.
- Your firm name and drug licence number.
We will respond with an assessment and, where the return is accepted, a written return authorisation. Please do not despatch anything back to us before you have that authorisation. Unauthorised returns cannot be identified on arrival, cannot be quarantined correctly and will not be credited.
Sending the goods back
Return the product in its original pack, with the batch and expiry legible, packed so it survives the journey, and to the label storage conditions. Send it to Plot No. 201, Ground Floor, HSIIDC Phase 1, Industrial Area, Alipur, Barwala, Panchkula, Haryana 134118, India, with a copy of the return authorisation and the original invoice inside the consignment.
Where the fault is ours, including transit damage, short supply, wrong supply, a manufacturing defect or a recall, we bear the return freight. Where a return is accepted as a commercial accommodation rather than because of a fault, the freight is yours.
How settlement is made
Accepted returns are settled by credit note against your account, or by replacement stock where you would rather have the product than the credit. Credit is issued at the price on the original invoice, and any taxes are adjusted as the law requires.
We aim to assess a return within seven working days of receiving the goods and to raise the credit within fifteen working days of accepting it. Returned product is quarantined on arrival and is never put back into saleable stock; where it is destroyed, it is destroyed to the procedure the law requires.
Cancelling an order
An order can be cancelled without charge up to the point we begin packing or manufacturing against it. Once a batch has been manufactured, packed or labelled to your specification under a third party manufacturing arrangement, it cannot be cancelled, because it cannot be sold to anyone else.
Complaints about product quality
If your concern is the quality of the product rather than the commercial side of the delivery, tell us straight away and quarantine the stock instead of distributing it further. Quality complaints are investigated against the batch record and the retained control sample, and you get the outcome in writing. This is not a returns question and it is not treated as one.
Contact
Returns and credits: monarkcriticare@gmail.com, +91 90567 60548. Office hours are Monday to Saturday, 9:30am to 6:30pm IST. Post to Monark Criticare, Plot No. 201, Ground Floor, HSIIDC Phase 1, Industrial Area, Alipur, Barwala, Panchkula, Haryana 134118, India.