Genentech Product Replacement Program

Genentech offers a comprehensive product replacement program that, under specific circumstances, allows physicians to return certain Genentech products for replacement.

Genentech product returns policy

Genentech will provide credit or replacement for a product return only if it is authorized and after the actual physical product has been received and identified by Capital Returns, Inc. RETURN AUTHORIZATION IS REQUIRED.

Returnable products

Product returns will be accepted from direct (wholesaler) and nondirect (wholesaler's customers, such as pharmacies) accounts under the following conditions:

• Product with 2 months or less to expiration and expired merchandise up to 6 months past expiration date
• Product must be in original containers
• Reimbursement will be issued in the form of a credit or product replacement to the appropriate party
• Product returns shipment paperwork must show debit memo number (if applicable), DEA number of sender, return authorization number, product name, quantity, reason for return, expiration date, and lot number

Nonreturnable products

The following products are nonreturnable, regardless of expiration date:

• Products damaged by fire and/or water
• Repackaged products
• Products obtained illegally or from an unauthorized source
• Partially filled vials
• Products with no lot numbers, expiration dates, or with unreadable labels

Procedure for returning products

For expired products, as identified within this policy, contact Capital Returns at (800) 950-5479.

Capital Returns will provide a return authorization number and issue appropriate forms and labels.

Information required for processing includes debit memo number (if applicable), DEA number of sender, return authorization number, product name, product size, quantity, reason for return, expiration date, and lot number.

For all other product return requests, contact your Genentech Sales Representative for authorization.

Shipping and transportation

• After receiving a return authorization from either Capital Returns or your Genentech Sales Representative, product returns should be shipped to:
  • Capital Returns, Inc.
    6101 North 64th Street
    Milwaukee, WI 53218
    Phone: (800) 950-5479
• Remember to include a copy of return authorization with product being returned
• Shipping and transportation charges are prepaid by the customer

Additional information about product returns

Genentech (not Capital Returns) will continue to process credits.

All products returned, including unauthorized returns, will be destroyed.

Returns for reasons related to product quality (for example, solution is cloudy, etc) will continue to be processed by Genentech. Please contact Genentech's Quality Department at (800) 334-0290.

Customers are liable for the product until Capital Returns or Genentech identifies it as an appropriate product return, which may be up to 10 business days after receiving the product.

The information contained in this site is intended for US residents only.