Dear valued customer,

We have updated our Customer Returns & Missing Lines Reporting Policies and we would like to share it with you, as well as some important reminders.

The instructions below will allow us to process Ambient returns accurately and in a timely manner.

• All returns/missing lines must be reported within 48 business hours, 2 working days after delivery, as per B&S Distribution Policy.
• All returns must be received back to B&S Group within 5 working days of delivery, including transportation, as per Good Distribution Practice (GDP) requirements.
• Any return requests made due to customer ordering errors reserve the right to be declined, and may be subject to collection handling charges.
• Any return request due to cost variation within the market made after order delivery will be declined. Please ensure you are satisfied with any price agreed upon at time of completion of order.
• Any return requests made for short dated lines (identified with SD on their description) or sold as short dated on that basis reserve the right to be declined.
• All returns and missing line requests must be made by contacting B&S Distribution Customer Services on customerservices@bnsdistribution.uk or by calling 0800 019 3839 - Option 5 or by visiting our website and reporting a Return: https://www.bnsgroup.co.uk/customerservice.do If Customer Services do not contact you within 24 hours of reporting your returns request it is advisable to contact your respective Telesales Representative.
• Customer Services will email across the RMA (Returns Material Authorisation) number and a barcode to you on the email address which you have supplied.
• Please print and cut the correct barcode and attach to every box in which you have packed the goods to be returned.
• 3 barcodes are supplied per RMA, however if you have more than 3 boxes to return on a particular RMA, please reprint the bar code document and attach the barcodes to the other boxes. Please ensure each box has a barcode.
• Insert the rest of the document which has been emailed to you inside one of the boxes as this will have details of what you are returning back to us.
• Do not mix returns relating to multiple RMAs in the same box, as the barcodes will differ. If you have mixed stock from multiple RMAs in one box, we will not be able to credit the products not relating to the barcode attached. You will be doing this at your own risk.
• The B&S delivery driver collecting the goods will scan the barcode and enter the number of boxes that they are collecting.

• Only cardboard packaging is acceptable for returns. Bottles should be adequately protected i.e., bubble wrapped before boxing. Drivers will refuse collection with unsuitable packaging and without barcodes.

• Please note - any returns without both the barcode attached to the outer box and/or incorrectly packaged, will not be processed for credit and the goods destroyed - i.e., you will not be credited.
• Product that has labels attached directly onto the medicinal item and/or secondary packaging, or is marked/opened in any manner will be destroyed upon checking and will not be credited - please note this also includes patient information leaflets.

REMINDER

Refrigerated return products will only be accepted from licensed wholesale customers, not Retail Pharmacies. All refrigerated returns must be requested on the same day as delivery is received and a signed declaration document must be enclosed so B&S Group which can verify the status of goods. If requested, customer must provide timed temperature readings to demonstrate correct fridge cold storage throughout the period it was under their care.

Thank you for your help in ensuring the above returns processes are adhered to as per MHRA guidelines.

Kind regards

Declan Glavin
UK Group General Manager - B&S Group

Revision History:

Version	Previous version	Reason for revision	Issued
01	N/A	New Policy introduced	Jul 2021
02	01	Periodic review	Oct 2023