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Direct and e2e by MSD Animal Health Returns

Alongside our new distribution arrangements we have also implemented a new returns policy. The policy ensures we can maintain the high quality standards of our products and help us achieve our societal commitment to reducing waste.

We are uncompromising in delivering our quality standards, which preserve the safety and efficacy of our products at all times. A core element of our quality standards is that we require absolute certainty regarding the conditions under which our products are stored and transported at all times. We will not sell a product where the quality is put at risk and any products in this category will be destroyed.

Returning products

From 1 March we have enabled point of delivery returns. This means that if you would like to return a product you no longer require, you can hand it back to the delivery driver. You will receive a credit and the products can be made available for resale.

You will always be able to return products delivered in a damaged condition or delivered in error by the distribution partner.

Please check the details of your distribution partner’s policy for their specific returns requirements.

Reducing waste

At MSD Animal Health we believe our responsibilities to wider society extend beyond our primary goals as a business. We support the UN target to substantially reduce waste generation by 2030 through prevention, reduction, recycling and reuse. We are committed to working with you to minimise returns and waste. Our returns policy helps us reduce waste, because any product that had not been returned at the point of delivery would have to be destroyed.

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. (Kenilworth, 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, Privacy Shield 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 may exercise your rights, among others, of access, rectification, erasure of your personal information and withdrawal of your consent by sending an email to msdukdpo@msd.com. For more information on our privacy practices and policies, please check our privacy commitments: https://www.msd-animal-health.co.uk/privacy-policy.

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 customer-services.uk@msd.com.


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