Refund and Returns Policy

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International Returns & Global Supply Chain Policy

At Optum Pharma, we operate a high-integrity global supply chain. Because pharmaceutical shipments cross international borders and are subject to diverse regulatory bodies (such as the FDA, EMA, or MHRA), our return policy is governed by strict safety and “Chain of Custody” protocols.

1. Core Regulatory Constraints

Due to international health regulations and the risk of counterfeit entry, Optum Pharma does not accept returns for credit once a shipment has cleared customs in the destination country, except in the case of:

  • Documented Product Defect: Verified manufacturing issues.
  • Logistics Failure: Documented temperature excursion or transit damage verified by our global tracking partners.
  • Incorrect Shipment: Shipping a product not matching the Export Declaration.

2. International Shipping & Damage

  • Customs Inspection: Optum Pharma is not responsible for products damaged or contaminated during mandatory Customs inspections in the destination country.
  • Temperature Integrity: For cold-chain exports, our responsibility ends at the agreed Incoterm point (e.g., DAP or CPT). We highly recommend the use of verified data loggers; claims for temperature excursions must be supported by a downloaded data report.

3. Claim & Reporting Window

Global shipments require immediate reporting to initiate insurance and carrier claims:

  • Immediate (24h): Any visible damage to outer shipping crates or temperature alarms must be noted on the Air Waybill (AWB) or Proof of Delivery.
  • 72 Hours: Detailed claims, including high-resolution photos and temperature logs, must be submitted to our Global Logistics Desk.

4. Return Shipping & Re-Importation

Warning: Returning pharmaceutical products across international borders often requires a re-importation license.

  1. RMA Required: No international return will be accepted without a Return Material Authorization (RMA) and a Pro Forma Invoice marked “Returned Goods – No Commercial Value.”
  2. Costs: Unless the error is solely due to Optum Pharma, the buyer is responsible for all return freight, duties, and taxes.
  3. Quarantine: All international returns are automatically placed in QA Quarantine upon arrival at our hub for a minimum of 48 hours for safety testing.

5. Disposal vs. Return

In many international cases, to avoid the high cost and regulatory risk of re-importation, Optum Pharma may authorize Local Destruction.

  • We will require a Certificate of Destruction from a certified medical waste facility in your country before a credit or replacement can be issued.