Direct and e2e by MSD Animal Health Returns

MSD Animal Health has developed a returns policy designed to offer some flexibility to customers whilst maintaining the high standards and quality of our products and reducing waste due to stock destruction.

For returns of undamaged products which may have been ordered in error, returns will only be accepted at point of delivery with the driver. It is very important that you check your order confirmation for any errors as these can be rectified with your distribution partner before delivery or directly with the distribution partner delivery driver.

Products not returned at point of delivery will need to be destroyed. These products cannot be returned to stock to be used by someone else as they will not have the quality assurance data required by our high company standards. We want to ensure we supply quality products to all our customers. We do not want to destroy good medicines.

We are unable to accept returns once they have been delivered unless they are damaged or if they have been delivered in error by the distribution partner.

A copy of the returns policy is available from your MSD Animal Health account manager.

At MSD Animal Health we believe we all need to play our part in improving our sustainability and we have made our own commitment to be NetZero by 2025. 

We are working hard to reduce waste in our supply chain and our returns policy is designed to offer some flexibility to customers to return products which will still meet our high standards whilst reducing unnecessary waste due to stock destructions. Last year in Great Britain we destroyed over 50,000 packs of medicine!

Products returned after point of delivery will need to be destroyed. These products cannot be returned to stock to be used by someone else as they will not have the quality assurance data required by our high company standards. We do not want to destroy good medicines.

At MSD Animal Health we believe we all need to play our part in improving our sustainability and we have made our own commitment to be NetZero by 2025. We are working hard to reduce waste in our supply chain and our returns policy is designed to offer some flexibility to customers to return products which will still meet our high standards whilst reducing unnecessary waste due to stock destructions.

Since changing our returns policy on 1 January 2021, we have been running an exceptions process to support customers in the transition. Many customers have adapted to these changes and we have seen significant reductions in pack returns, customer order errors and over 32% of returns per month are being made at point of delivery. Therefore, we believe it is the right time to fully implement our returns policy.

It’s really important to double check the products you are ordering and to review your order confirmation. Common errors in ordering include:

1. Confusion in ordering denominations – doses, packs, vials or trays.  
2. Ordering product for the wrong size of animal.
3. Confusing products with similar names.

Please review your order when submitting and your confirmation, if you notice you have ordered too much of a product you can contact your distribution partner and they will rectify the error. You can also return this product directly with your delivery driver at point of delivery or simply refuse the order.

We cannot accept returns beyond point of delivery. If you do not realise an order error until after accepting the delivery from the driver, then you will not be eligible to receive a credit for these products. If a distribution partner accepts a return after the point of delivery of a product that you ordered in error, MSD Animal Health’s returns policy will still apply. You will still be charged for the product, which we would then have to destroy.

The vast majority of customer order errors are for products with fast run rates. We often see products ordered and returned, only to be ordered again a few weeks later. We therefore recommend that you store the product appropriately in your practice to be utilized in the future.

In all circumstances and wherever possible we ask that you check your order at point of delivery. That way if you have made an error with your order, if the wrong product has been delivered or if the product is damaged, it can be returned directly with the driver.

If you notice after the point of delivery that a product has been damaged or the wrong product has been delivered, please contact your distribution partner.

If stock arrives damaged, this will be replaced. As soon as you are aware that stock has been delivered damaged, please contact your distribution partner to report the damaged stock. Reports must be made within 24 hours of receiving the delivery.

If the wrong order is delivered, this will be rectified. As soon as you are aware that the wrong products have been delivered, please contact your distribution partner to report it. Reports must be made within 24 hours of receiving the delivery.

Following detailed analysis of returns data from the last year, we have been able to identify the most common reasons for returns. Common errors in ordering include:

1. Confusion in ordering denominations – doses, packs, vials or trays.  
2. Ordering product for the wrong size of animal.
3. Confusing products with similar names.

To help support you we have implemented and are trialing changes to product nomenclature and updating product images on distribution partner order platforms.

Please review your order when submitting and your confirmation, if you notice you have ordered too much of a product you can contact your distribution partner and they will rectify the error. You can also return this product directly with your delivery driver at point of delivery or simply refuse the order.

For customers who utilize key drop it is extremely important that you check your order confirmation to ensure that you have ordered the correct product including pack size and quantity. Common errors in ordering include:

1. Confusion in ordering denominations – doses, packs, vials or trays.  
2. Ordering product for the wrong size of animal.
3. Confusing products with similar names.

Check your order before submitting and review your order confirmation, if you notice you have ordered too much of a product you can contact your distribution partner and they will rectify the error.

The vast majority of customer order errors are for products with fast run rates. We often see products ordered and returned, only to be ordered again a few weeks later. We therefore recommend that you store the product appropriately in your practice to be utilized in the future.

Check your order before submitting and review your order confirmation for any errors as these can be rectified with your distribution partner before delivery or directly with the distribution partner delivery driver. For returns of undamaged products which may have been ordered in error, returns will only be accepted at point of delivery with the driver.

Our distribution partners have agreed that drivers will wait for 5 minutes while you check your delivery. We ask that you do this as efficiently as possible. If your driver does not wait for you to check your delivery, then please contact your distribution partner or your MSD Animal Health account manager.

Every customer gets an order confirmation for each order placed. Each customer has provided an email address for these order confirmations to be sent to and they do differ customer by customer dependent on your order methods.

If you do not directly receive your order confirmation please contact your distribution partner who will work with you to ensure they are sent to the correct person in your practice.

If you return a product outside of our returns policy, it will be returned back to you from your distribution partner.

MSD AH Privacy Notice:

MSD Animal Health UK Ltd., a division of Merck & Co, Inc., Rahway, NJ, USA (“MSD AH”), is committed to protecting your personally identifiable information in accordance with the applicable data protection laws. Our privacy notice is used to inform you about the information we collect, how we use it and who we share it with.

The personal information (name, practice name and email address) you provide will be processed for the purpose of contacting you regarding your feedback. By providing your details, you consent to the processing by MSD Animal Health UK Ltd, MSDAH, acting as data controller.

Consistent with the purposes described above, you acknowledge that the Personal Information you provide to MSD can be transferred to Merck & Co., Inc. (Rahway, NJ, USA), which operates as MSD outside of the U.S. and Canada; its subsidiaries and/or to companies globally that provide services on our behalf, if that is required, and in accordance with applicable laws and our instructions. This may include international transfers in compliance with the Data Protection Act 2018 and General Data Protection Regulation 2018, Binding Corporate Rules and Standard Contractual Clauses. Any party handling information on behalf of MSD is contractually obliged to process your personal information in accordance with the same privacy standards as MSD. Retention period applied will be ten years.

You have certain rights to your personal information such as obtaining copies, correcting it or you can ask for it to be deleted. If you choose to exercise your data protection rights you can submit a request using the following link https://dsr.msd.com/DSR/United_Kingdom/English/ in your browser where you are able to request access, correct or delete your personal information. If you have questions or concerns about our use of your personal information, please contact us at the following email address: msdukdpo@msd.com where our privacy team can help you. You also have the right to contact the UK Information Commissioners Office. If you feel that we have not addressed your concern.For more information on our privacy practices and policies, please check our privacy commitments: https://www.msdprivacy.com/uk/en/.