return policy
Returns policy and guidelines for delivery complaints – valid from 1 January 2025
1.Returns require our prior approval. We reserve the right to destroy unsolicited returned goods without prior consultation at the expense of the sender and not to issue a credit note. Please always contact us in advance by email at
retoure@deltamedica.de.
2.Eligible returns with a value of less than €120 will not be accepted as returns, but will be processed with a destruction slip and credited.
3.Returns Refunds for returned goods can only be made if:
a. The goods are in a marketable condition in accordance with AMG/MPG.
b. The goods still have a sufficient shelf life (i.e., 50% of the remaining shelf life).
c. The goods are packed in their original boxes and are not damaged, labeled, stuck with stickers, soiled, or opened.
d. The goods are registered for return no later than one week after delivery.
e. Shortages, concealed transport damage, and picking errors are reported within seven days via retoure@deltamedica.de.
4. We will deduct the following amounts from the purchase price for checking, processing, and handling returns
a. 20% for goods in undamaged original packaging with a remaining shelf life of 50%.
b. Return costs are the costs incurred after cancellation for returning the goods to the entrepreneur. The customer must bear the direct costs of the return shipment. See Terms and Conditions 7.3.
c. 100% for expired or damaged goods and opened boxes. Upon request, we will be happy to issue a destruction certificate for the purchase price.
5. We will deduct the following amounts from the purchase price for checking, processing, and handling returns
a. 20% for goods in undamaged original packaging with a remaining shelf life of 50%.
b. Return costs are the costs incurred after cancellation for returning the goods to the entrepreneur. The customer must bear the direct costs of the return shipment. See Terms and Conditions 7.3.
c. 100% for expired or damaged goods and opened boxes. Upon request, we will be happy to issue a destruction certificate for the purchase price.
6. For delivery complaints, we will replace
a. 100% in the case of short deliveries, concealed transport damage, and incorrect deliveries due to the fault of Deltamedica.
b. 100% for goods that have been discontinued, if reported within 3 weeks of the discontinuation notice, but for values under €120 only with a destruction certificate.
7. Serialized medicines cannot be returned and refunded unless:
a. there is documented transport damage or a justified complaint, or
b. there is a delivery error caused by Deltamedica.
8. If goods with serialization codes are destroyed, we require a report on the destroyed serialization codes along with the destruction report.
9.Returned goods from third-party companies will be sent back carriage forward. Goods that were not purchased directly from Deltamedica GmbH must always be returned to the place where they were purchased. The decision on any reimbursement will also be made there.
Please always send to the following address:
Dachser SE Rottenburg Branch
Retoure-DELTAMEDICA GmbH
Thomas Dachser Straße 1
72108 Rottenburg
Tel.: 0 71 21 / 99 21 15
Email:
retoure@deltamedica.de