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 GENCO Supply Chain Solutions. Return authorization is required for all returns except those in which replacements are provided for expired products.

Returnable Products

Product Returns will be accepted from direct (wholesaler) and non-direct (wholesaler's customers, ie, pharmacies) accounts under the following conditions:

  • Product returned within 2 months prior to and 6 months past expiration date
  • Product in its original container and bearing its original label

Non-Returnable Products

The following products are non-returnable, regardless of expiration date:

  • Products damaged by improper storage or handling, fire, flood, or catastrophe
  • Repackaged products
  • Products that had been sold expressly on a non-returnable basis
  • Products obtained illegally or from an unauthorized source
  • Products purchased on the "secondary source" market or from a distributor who is not a direct purchasing account with Genentech
  • Partially filled vials
  • Products with no lot numbers, expiration dates, or with unreadable labels
  • Products in their original containers but with prescription labels attached
  • Products that Genentech determines, in its sole discretion, are otherwise adulterated, misbranded, or counterfeit

Procedure for Returning Products

The procedure for returning products depends on the condition of the product.

Expired Product

  • If you would like a replacement only, no return authorization is required—you may ship the expired product directly to GENCO Supply Chain Solutions
  • If you would like credit for your return, please contact Genentech Customer Service at (800) 551-2231 to obtain a return authorization
  • After receiving a return authorization from a Customer Service representative, enclose a copy of the return authorization with the product you are returning
  • Information required for processing all returns includes contact name, phone number, and DEA number of sender, product name, and expiration date of each item returned. Please also indicate whether you would prefer to receive credit or replacement; if credit is requested, indicate your wholesaler's name and zip code where applicable
  • Shipping and transportation charges are prepaid by the customer

Damaged Product or Overstock

  • To return damaged product, please contact Genentech Customer Service at (800) 551-2231

Spoiled Product

When Genentech medicine prescribed for a labeled indication is spoiled and unable to be administered, the product might be eligible for replacement through the Genentech Spoilage Replacement Program.*

To request replacement for spoiled product, please contact Genentech Customer Operations directly: (800) 551-2231

  • Complete the Genentech Spoilage Replacement Program form (will be provided by Genentech Customer Operations)
  • Fax the form to (877) 329-6737
  • The request may take up to 1 business day to review. If approved, instructions for how to return the spoiled product or verify spoilage are provided at this time
  • Replacement product ships within 11 business days following receipt of the spoiled product or Certification of Destruction form

Please be sure to retain intact vials and all product. Unless the vial is broken, all product must be returned. If the vial is broken, a completed Certification of Destruction form is required.

*Subject to certain limitations and conditions

Additional Information

  • Genentech (not GENCO Supply Chain Solutions) 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 GENCO Supply Chain Services or Genentech identifies it as an appropriate product return, which may be up to ten business days after receiving the product
  • Products covered by this policy include TNKase and Activase

Genentech Patient Foundation

The Genentech Patient Foundation gives free Genentech medicine to people who meet certain income criteria and don't have insurance coverage or have financial concerns.

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