GRx Returns Policy - Terms & Conditions

Returns Processing:

  • GRx, at its sole discretion, may accept returns of any opened and unopened packages of Rx, Schedule CII to CV, OTC and HBC products from any U.S. based manufacturer. All product returns will be subject to the terms and conditions herein.
  • Returns must be accompanied by a preprinted GRx Return Authorization Form, available upon request from our customer service department or downloadable from our website. Failure to properly complete and include this document with your return may result in the improper processing of your return and/or possible forfeiture of any potential credit value of items returned.
  • Returns sent to GRx using a GRx prepaid shipping label(s) must conform to the size specifications detailed in our Shipping and Packing Guidelines which is available on our website. Boxes that do not conform to these size limits may be subject to additional shipping fees of up to $45.00 per box.
  • Returned products will be processed in accordance with the manufacturer’s stated policy, and will be subject to any and all terms and conditions of sale imposed by the manufacturer at the time of purchase. Failure to notify GRx in advance of any known special purchase conditions resulting in credit ineligibility may result in a 3% handling charge for the ineligible items.
  • Returns will be subject to the agreed processing service fee rate based upon the Estimated Return Value of Returnable products at the time of processing.
  • Returned product that is not yet eligible for return to the manufacturer (indated) will be subject to the selected Product Aging service terms on the Customer Registration Form. If a specific Product Aging Service has not been selected on Customer Registration Form, you will be deemed to have elected GRx Hold and Age program and subject to the associated handling fees as indicated on the Customer Registration Form.

Credit tracking and data reporting:

  • GRx will provide detailed returnable and non-returnable manifests to the customer upon completion of each batch processing. The customer is responsible to review these manifests and must report any errors, omissions or necessary corrections to GRx within 30 days of this report, to ensure proper credit processing.
  • GRx will provide access to our GR-XtraNET Customer Portal via a unique username and password, wherein the customer can view and print reports pertaining to their returns and the status of their credit distributions. Unless otherwise agreed, this access will continue as long as the customer account remains active with GRx. Return and credit data is available for viewing for the period 36 months prior to the present date.
  • Estimated Return Values (ERV) provided on the Returnable Manifests are estimates based upon the best available pricing information for these products. Actual creditable value is determined solely and exclusively at the discretion of the manufacturer. GRx is not responsible for reductions in creditable value based upon manufacturer’s restocking fee, policy exclusions or limitations, current or previous contract pricing, or other terms and conditions of sale.
  • Bulk returns will require a proof of purchase to be included with the Return Authorization to ensure prompt processing. Failure to provide such documentation may result in reduction or denial of credit by the manufacturer. GRx is not responsible for reductions in or forfeiture of creditable value due to customer’s failure to provide such documentation if so required by the manufacturer.
  • As return credit availability is reported to GRx by program wholesaler, GRx will conduct periodic credit distributions to the customer. Depending on program type and payment options, funds for net customer credit on each distribution will either be posted by the wholesaler directly to the customer’s wholesaler account, or funded by the wholesaler to GRx, for payment to the customer by GRx check. (ReverseLink™ One Program only)

Fees and charges:

  • Fees for services rendered in the processing of your return include standard service fees, full or express onsite service fees, non-returnable product disposal fees in excess of the 6.5% allowance, short-dated product processing and aging fees and any administrative fees incurred in the handling and processing of credits.
  • If you have received Full On-site Service, any non-returnable items may also be charged the same Full On-Site up-charge rate as your returnables, or you may be subject to a minimum charge per servicing.
  • Certain manufacturers may, pursuant to the terms of their returns policy, require store level information to accompany each segregated return and at their discretion, may issue credit directly to the customer. These Direct Vendor returns are still subject to any and all applicable GRx service fees.
  • Upon written consent of the customer, fees for additional services rendered by third party companies may be deducted from the customer’s share of the gross collected credits at the time of distribution. (applies to ReverseLink™ One Program only)
  • In the event that incoming program credits are not sufficient to cover fees and other charges to the customer’s return, any unpaid fees may be applied to another active batch, or billed directly to the customer via an invoice. (applies to ReverseLink™ One Program only)
  • If your crediting wholesaler fails to convey to GRx payment for services rendered to you by GRx® from the resulting collected credits they possess at the time of distribution, you are ultimately responsible for any and all service fee(s) due to GRx® and GRx reserves the right to invoice you directly for these fees. (applies to ReverseLink™ One Program only)
  • Customers participating in the ReverseLink™ One program will have any and all fees listed herein deducted from their share of the gross collected credits at the time of distribution.
  • Customers participating in the ReverseLink™ Direct-Pay program will be invoiced upon completion of processing their return for each cycle. Such fees are due and payable within 30 business days of the invoice date. Past due invoices may be subject to a monthly late fee of 1.5% of the unpaid balance. Failure to remit payment timely may also result in the suspension of processing until payment in full has been made. Such delays in processing or shipping of product due to non-payment, and any resulting reduction or denial of credit by the manufacturer, will be the sole responsibility of the customer.

Limits of Liability:

  • GRx shall not be held liable for the value of and cannot guarantee credit for products that were purchased outside of normal distribution channels, including products not purchased directly by our customer, or not purchased through an authorized distributor of said products. This includes product manufactured or purchased outside of the US, as well as any counterfeit or stolen products
  • GRx shall not be held liable for the value of and cannot guarantee credit for products that are deemed ineligible because they have been water or fire damaged, or product for which the NDC and/ or lot# has been defaced or otherwise rendered illegible.
  • GRx shall not be held liable for the value of and cannot guaranteed credit for products that were purchased under special terms and conditions, unknown to GRx, including but not limited to 340B pricing status, which greatly reduce or eliminate credit eligibility. Failure to notify GRx in advance of any known special purchase conditions resulting in credit ineligibility may result in a handling charge of up to 3% of the original ERV for the ineligible items.
  • GRx shall not be held liable for the value of and cannot guarantee credit for returns to manufacturers or wholesalers that become insolvent, file for bankruptcy protection or for any reason fail to follow the credit remittance instructions and reference data provided to them by GRx. In no event shall GRx be liable for consequential, punitive, special or other damages except as specifically provided herein.
  • GRx reserves the right to revise this Return Policy – Terms and Conditions at any time. You should visit the GRx website at www.guaranteedreturns.com from time to time to review the most current Return Policy – Terms and Conditions.

Customer Service:

  • Inquiries regarding credit status and distributions should be made directly to GRx instead of the program wholesaler. Customer Service Hours of Operation are Monday – Thursday 9:00am EST to 5:00pm EST; Friday 8:30am EST to 4:30pm EST.

Return Product status designations:

(R) Outdated - “Returnable”: Product is beyond the manufacturer’s expiration date but within the allowable return eligibility period, as defined by the manufacturer. Product is eligible for return and consideration for credit by the manufacturer. Product will be processed, sorted and returned to the manufacturer for credit consideration.

(NR) Outdated - “Nonreturnable”: Product is beyond the manufacturer’s expiration date and past the allowable return eligibility period, as defined by the manufacturer. Product is not eligible for return and consideration for credit by the manufacturer. Product will be inventoried and sent out to be destroyed.

(LPI) Limited Product Inventory: Product designated by the customer as not requiring/requesting inventory, will be received, checked for potential credit value and either returned for manufacturer credit and/or destroyed. Product to be destroyed will be disposed of and billed based upon total estimated weight or item count.

(I) Indated - “Returnable”: Potentially credit eligible product that has not yet expired or reached the allowable return eligibility period as defined by the manufacturer. Depending upon the program selection made by the customer, indated product will be prepaid to the customer (under the Prompt Pay Program) or it will be stored by GRx (Hold & Age) until it has expired and is eligible for return, or both. If no selection has been made by the customer, indated product will be handled as “Hold and Age” and subject to the terms below.

Prompt Pay: Return credit for selected manufacturers’ indated products will be prepaid to the customer at a reduced percentage of the Estimated Return Value (ERV) within 60 days after the current batch processing is completed. This credit will be paid as an adjustment to the net credits payable to the customer on the first distribution of that batch. Those indated products will then be held and aged by GRx until eligible for return. At that time, any and all credits issued for these products will be due and owing to GRx, as consideration for Prompt Pay credits paid to the customer and in payment of the Prompt Pay program service fee.

Hold and Age: Indated products will be inventoried, held and aged by GRx until eligible for return for credit to the manufacturer. Upon initial submission to GRx, they will be subject to a service fee equal to the rate agreed to for the processing of expired returnable product. They will be additionally subject to a holding fee of up to 1.5% per month for the anticipated hold and age period until they are eligible for return. Once they are eligible for return, they will be subject to the regular service fee agreed for the processing of expired returnable product.

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