Direct and e2e by MSD Animal Health Returns

MSD Animal Health returns policy offers customers some flexibility and reduces waste from 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 (Direct - ruminant, companion animal, equine and trout products) or MSD Animal Health (e2e - Toxovax, aqua (excluding trout), poultry and pig products) before delivery or directly with the delivery driver.  For Direct products, your distribution partner will advise of their procedure for returning products at the point of delivery. Credit notes will be generated once the return has been processed.

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 or MSD Animal Health.  Products returned after the point of delivery will be destroyed as they have been outside of MSD’s controlled supply chain. This approach is to maintain our high quality standards for our customers and end users. We also do not want to destroy good medicines.

A copy of the returns policy is available here.  

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. Products with similar names.

Please review your order when submitting and review your order confirmation, if you notice you have ordered too much of a product prior to despatch, you can contact your distribution partner (Direct - ruminant, companion animal, equine and trout products) or MSD Animal Health (e2e - Toxovax, aqua (excluding trout), poultry and pig products) and they will help you rectify the error. You can also return this product directly with your delivery driver at point of delivery or simply refuse the order. 

We are unable to 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 (Direct - ruminant, companion animal, equine and trout products) 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 destroy. 

Most 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 utilised in the future. 

In all circumstances and wherever possible we ask that you check your order at point of delivery. 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 or you can refuse the delivery. 

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

Direct - ruminant, companion animal, equine and trout products:

MWI Animal Health - 03300 947 587

NVS - 01782 771111

e2e - Toxovax, aqua (excluding trout), poultry and pig products:

MSD Animal Health – 01908 685685

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 (Direct - ruminant, companion animal, equine and trout products) or MSD Animal Health (e2e - Toxovax, aqua (excluding trout), poultry and pig products) 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 (Direct - ruminant, companion animal, equine and trout products) or MSD Animal Health (e2e - Toxovax, aqua (excluding trout), poultry and pig products) to report it. Reports must be made within 24 hours of receiving the delivery. 

Following detailed analysis of returns data, we identified 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. Products with similar names.

To help support you we have made changes to product nomenclature and updated product images on order platforms. 

Please review your order when submitting and review your order confirmation, if you notice you have ordered too much of a product you can contact your distribution partner (Direct - ruminant, companion animal, equine and trout products) or MSD Animal Health (e2e - Toxovax, aqua (excluding trout), poultry and pig products) and they will help you 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 utilise 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. 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 (Direct - ruminant, companion animal, equine and trout products) or MSD Animal Health (e2e - Toxovax, aqua (excluding trout), poultry and pig products) and they will rectify the error. 

Most 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 utilised in the future. 

Our distribution partners (Direct - ruminant, companion animal, equine and trout products) 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; 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 (Direct - ruminant, companion animal, equine and trout products) or MSD Animal Health (e2e - Toxovax, aqua (excluding trout), poultry and pig products) 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 (Direct - ruminant, companion animal, equine and trout products).