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Goods will be credited at the absolute discretion of NPD.

Damaged, incorrect or short supplied orders must be reported to NPD (email: [email protected]) within 24 hours of delivery for the credit request to be approved.

Requests to return cold lines, S100 lines, Hepatitis C medications, unsubsidised preparations (private lines) due to ordering errors will not be approved under any circumstance.

Goods will be returned to the pharmacy (at the pharmacies expense) and the credit will be denied if stock is received back from a pharmacy not in accordance to our terms.

Accepted reasons to request return of goods are:

Receipt of damaged stock

Short dated stock

Overdue expiry date

Incorrect delivery, wrong SKU or quantity


For a return to be accepted and processed a Returns Authorisation Number (R.A.N) is required.
To obtain a R.A.N. you must contact the NPD Claims Store within the required time frame (see terms & conditions ) Ph: 1300 659 998

Please have the following information available when you contact the Claims Store:

Reason for returns

Your online User ID (email address) and Store ID

Order Invoice Number

NPD SKU number

Quantity you want to return

When a R.A.N is provided, please package the goods so that no (further) damage will occur during normal transport conditions.

The package needs to be clearly marked with the R.A.N. number and addressed as per instructions given by NPD.

After providing the R.A.N., NPD will arrange transport for returns.

All goods returned must be in a saleable condition, unless the reason for return is damaged stock.

On receipt of goods and R.A.N., NPD will investigate the claim and raise a credit or contact customer. Providing a R.A.N. does not automatically mean a credit is granted. Any adjustments or credits will be sent to you in the form of a credit note, and will be emailed to you separately. A refund will be processed against your credit card.

No claims will be processed for:

SKU’s not stocked at NPD

SKU’s not provided by NPD

SKU’s not stocked by NPD, but specially procured for customer

Unsaleable items, unless it can be proven the SKU was delivered to you in an unsaleable condition

Damaged stock due to inadequate packing by you

Goods excluded from any returns policy

Goods returned without a R.A.N.

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