Our Return Policy

We are committed to customers’ satisfaction and guarantee the quality of our products through a rigorous authentication process. Upon delivery, it is customers’ responsibility to verify that the correct product has been received in good condition, including checking the expiration date. Product replacements are provided only under the following procedure and conditions.

Return procedure
  1. Customers must obtain a Returned Goods Authorization (RGA) form for returns from Whitecross Pharmaceuticals Limited.
    Obtain RGA forms via phone at +254700193913, via customercare@whitecross.co.ke.
    Returns will not be processed without an RGA.
    Return Goods Authorizations expire 24 hours from date issued.
  2. An itemized packing slip, with the information listed below and a RGA number must accompany any returned goods.

Include the following information:

  1. Product Name
  2. Quantity for Each Product
  3. Batch Numbers
  4. Billing Address
  5. Shipping Address
  6. Reason for return
  7. Contact person, and contact phone number and/or email
  8. RGA Number

Returnable Items

Eligible Products for Return:

  1. Expired goods - if accompanied by an RGA approved by Whitecross Pharmaceuticals Limited. Expired product must be received immediately they are received, (ii) be in original and unopened packaging, (iii) include a legible lot number and expiration date thereon.
  2. Received by customer as damaged - Products received damaged may be returned for full credit when reported within 12 hours of receipt by the customer. If product is received damaged please have the transportation company note "damaged" or "broken" on the freight bill. Damaged product should remain in the original carton for inspection, and in any event products must be returned in accordance with RGA instructions.
  3. Received by customer in error - Product shipped in error by Whitecross Pharmaceuticals Limited may be returned, if applicable, for a full credit, when returned within 24 hours of invoice date. Products must be returned in accordance with RGA instructions.
  4. In addition, products that meet the following criteria, and have received prior approval from Whitecross Pharmaceuticals Limited, shall also be eligible for return by customer, regardless of the product's expiration date:
    • The product has been discontinued by the supplier and current inventory is not depleted within one hundred twenty (120) days after discontinuation.
    • Whitecross Pharmaceuticals Limited Services Agreement (or equivalent) with Customer expires or terminates for any reason.

Non-Returnable Items

  1. Product that is not in the original packaging bearing the original manufacture label.
  2. Opened partial bottles containing (unless state mandated)
  3. Product that is twelve (12) months or more past the expiration date.
  4. Product returned without an RGA.
  5. Product obtained other than through normal channels of distribution or purchased from a source other Whitecross Pharmaceuticals Limited.
  6. Product involved in a fire sale, sacrifice sale, bankruptcy, flood, or earthquake.
  7. Product deteriorated or damaged due to conditions beyond the control of the manufacturer, such as improper storage, heat, cold, water, smoke, fire, negligence, etc.
  8. Non-original or repackaged product. This includes prescription and/or other labels added to and/or removed from the product package.
  9. Product sold with specific understanding that it is non-returnable.
  10. Change of mind
  11. Bought a product by mistake

In addition, a Certificate of Destruction does not qualify as an acceptable format for product return.

Other Terms of Return Policy

  1. Transportation charges, including handling, are the responsibility of the customer.
  2. No credit will be issued for administration, shipping or handling, including third party processing fees, with the exception of product received by customer as damaged and product received by customer in error as referenced above under Returnable Items.
  3. Deductions from payables may not be taken until credit memo is issued. Unauthorized deductions for returns may result in held orders.
  4. Returns are subject to final count and acceptance by Whitecross Pharmaceuticals Limited. Whitecross Pharmaceuticals Limited reserves the right to accept or reject the product for credit.
  5. Whitecross Pharmaceuticals Limited reserves the right to destroy, without recourse, all returned packages.

Unauthorized returns may be destroyed and not reimbursed.

Title and risk of loss

Title and risk of loss will pass to customer at the time products are delivered to Whitecross Pharmaceuticals Limited direct customer's dock. Delivery of all quantities of products shall be deemed to be made in full and in good condition unless Whitecross Pharmaceuticals Limited Customer Service is notified within four (4) days from the date of receipt from Whitecross Pharmaceuticals Limited.

Exceptions

Whitecross Pharmaceuticals Limited reserves the right to make exceptions to this policy due to business necessity and changes in applicable laws and regulations. In certain circumstances where Customer's return goods policy and the then-current Whitecross policy are in conflict, Whitecross shall, at Customer's request, promptly meet with relevant Customer to discuss in good faith resolution of the conflict.