Your subscriptions

You are here

Direct and e2e by MSD Animal Health Returns

Direct and e2e by MSD Animal Health
Returns

Our returns policy ensures we can maintain the high quality standards of our products and help to reduce waste, improving the sustainability of our industry.

Reducing waste

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. You can find out more about our sustainability goals here.

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!

Since launching our returns policy in January 2021, many veterinary practices have embraced these changes and adapted their ordering and delivery processes to help reduce waste in the animal medicines supply chain.

During 2021 we have seen:

  • Up to 60% per month reduction in product packs returned
  • Up to 69% per month reduction in customer order errors
  • Over 32% of returns per month being made at point of delivery

Thank you – these changes have been driven by you working more closely with us and with our distribution partners. Working together will support us to improve the suitability of our industry.

Returning products

For returns of undamaged products (chilled and ambient) which may have been ordered in error, returns will only be accepted at point of delivery with the driver.

Products not returned at the point of delivery will need to be destroyed.

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.

Image of Direct by MSD Animal Health returns process

Frequently asked questions

  • What is the returns policy for MSD Animal Health products?

    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.

  • Why has MSD Animal Health changed its returns policy?

    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. You can find out more about our sustainability goals here.

    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.

  • Why are you no longer accepting and crediting all returns?

    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.

  • What are the common reasons for order errors?

    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.

  • I ordered the wrong product and it has now been delivered. I do not need it. What should I do?

    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.

  • Who do I contact about returns?

    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.

  • What happens if my stock is damaged on arrival?

    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 24hours of receiving the delivery.

  • What happens if you receive something different to what you ordered?

    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.

  • What is MSD doing to help prevent order errors?

    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.

  • What happens with returns for key drop customers?

    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.

  • My driver doesn’t wait for me to check my delivery. What should I do?

    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.

  • How do I find my order confirmation?

    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.

  • I returned a product in error. How do I get it back?

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

We welcome your feedback

Please share your feedback with us below and provide your details if you would like to be contacted regarding your comments.

Please do not use this to report an adverse event. If you wish to report an adverse event please send an email to: vet-support.uk@msd.com or visit www.msd-animal-health-hub.co.uk/PVForm and one of our advisors will be in contact at their earliest possible opportunity.

  • Privacy Notice

    MSD AH Privacy Notice:

    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.

    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, alternatively you also have the option of contacting the UK Information Commissioners Office. For more information on our privacy practices and policies, please check our privacy commitments: https://www.msdprivacy.com/uk/en/.

We’re here to help!

If you have any questions, please contact your MSD Animal Health Account Manager or the MSD Animal Health customer support line on 01908 685 685 option 3 or email ah-customer-services.uk@msd.com.


[text]
[time]
[time]

Please choose one of the following options

New chat

Hi there! How can we help?