Returns

MVW Approval to Return Goods Form 

 

1. Return Authorisation

1.1 All product returns require prior approval from Midlands Veterinary Wholesalers (hereinafter referred to as “The Seller”).

1.2 Returns shall only be accepted for return if The Seller is notified thereof within 48 hours of receipt (See point 6 & 7 for exceptions).

1.3 The Appropriate ARG (Approval to Return Goods) form shall be completed by the MVW representative who shall then advise as to whether the goods should be:

1.3.1 Returned to MVW

1.3.2 Destroyed

1.3.3 Donated

1.3.4 Discounted

2. Returns Process and Shipping

2.1 The Buyer shall submit their request to their relevant telesales agent.

2.2 The Seller shall issue the appropriate ARG form and arrange for upliftment where applicable.

2.3 Parcels must be clearly marked for MIDLANDS VETERINARY WHOLESALERS. Please include the correct and complete physical address on the parcel according to the branch the product is being returned to.

2.4 Goods Returned must:

2.4.1 Be packed in a suitable manner.

2.4.2. Be in its original packaging.

2.4.3 Be accompanied by a copy of the invoice and the ARG form.

2.5 The cost of transporting returns shall be for the customer’s account unless the return arises due to an error made by The Seller, a recall, or a Client Satisfaction Guarantee return.

2.6 Upon receipt of the goods, a non-refundable credit note will be processed.

3. Damaged or Short Received Products

3.1 Products damaged or soiled during transit, or short delivered, must be reported to The Seller within 48 hours of receipt. Notification must include:

3.1.1 A Description of the Damage or Soil, or missing items.

3.1.2 The invoice number of the order

3.1.3 Product Details (Item Code, Batch and Expiry)

3.1.4 Photographic evidence, if possible

3.1.5 If damages or shortages are noted upon delivery, the waybill shall be endorsed stating the relevant details.

4. Incorrect Deliveries

4.1 In case of an incorrect delivery due to an error made by The Seller, the buyer shall notify MVW within 48 hours of receipt. The notification must include:

4.1.1 A description of the discrepancy.

4.1.2 The invoice number of the shipment.

5. Expired Stock

5.1 The seller does not accept returns of expired stock. The Buyer must inspect all items upon receipt to verify expiration dates. If expired good are delivered, the buyer shall notify The Seller within 48 hours to arrange for a replacement or credit. No returns or claims for expired products shall be accepted beyond this period.

6. Short Dated Pet Food

6.1 Short dated pet food (60 days before the expiration date) shall be accepted for return only in the form of a non-refundable credit, under the following conditions:

6.1.1 The product is in its original, unopened packaging, with no visible damage or tampering.

6.1.2 The product is free from damage, soil or contamination.

6.1.3 The product does not bear additional or unauthorized labels.

6.1.4 The product is not expired, or within 60 days of expiration at the time of return request.

6.1.5 The return credit issued may be used solely to purchase replacement stock from The Seller and will be subject to The Seller’s current pricing and stock availability.

7. Client Satisfaction Guarantees or Palatability Claims on Pet Food

7.1 All Pet foods shall be accepted for return as per any Client Satisfaction or Palatability Guarantee should this be detailed on the pet food packaging.

7.2 The Seller shall be informed in writing as per the normal procedure.

7.3 An MVW representative shall then advise on the following steps for credit and whether the food in question should be either:

7.3.1 Returned to MVW, or

7.3.2 Destroyed

8. Exceptions

8.1 The seller reserves the right to refuse any return that does not meet the criteria outlined in this policy.

8.2 Under no circumstances shall credit be passed on products that have been opened or used. (with the exception of point 7)

8.3 Under no circumstances shall credit be passed on products that have been subject to misuse, abuse, or neglect, including any products bearing additional or unauthorized labels.

8.4 Under no circumstances shall credits be passed on products that have expired at the time of request

8.5 Under no circumstances shall credits be passed on cold-chain products, including biologicals and vaccines

8.6 Under no circumstances shall credits be passed on goods that have been specifically ordered on special request from the buyer.

8.7 Products shall not be accepted for return on slow-moving goods without the consent of the General Manager.

 

Yours sincerely,

Virgil Chetty

General Manager