1.1. Return Request

At XPharma, it is mandatory that all returns are preceded by a return request
submitted by the customer.
To ensure prompt and efficient action in cases of product damage or order
errors regarding health products distributed by XPharma, the customer must
notify XPharma of their intention to return such products within 72 hours of
receipt. The products must be returned to XPharma’s facilities within a
maximum of 5 days from the invoice date, thereby allowing the reactivation of
unique identifiers, where applicable.
The notification of intent to return must include precise details, such as the
reason for the return, the quantity of products to be returned, and the
corresponding invoice number.

1.2. Acceptance of Returns

Depending on the reason for the return, XPharma may accept returned goods
provided that the following cumulative criteria are met:
a. The product is returned within a maximum period of 5 days from the
date of dispatch, with the exception of products sold to wholesale
distributors;
b. Health products were supplied with a shelf life of less than 12 months
without prior communication from XPharma;
c. Intact secondary packaging: The product must remain in its original
secondary packaging, unaltered, and with no signs of tampering with the
anti-tampering device;
d. Active unique identifier (where applicable): If the product features a
unique identifier, it must remain active and compliant with regulatory
standards. If the product was dispatched with a decommissioned unique
identifier, it must be returned to XPharma’s premises within a maximum
of 5 days from the issue of the respective invoice;
e. Documented evidence of proper storage: The customer must
provide documented evidence demonstrating that the products were
stored in compliance with specific storage requirements throughout the
entire supply chain;
f. Valid shelf life: Returned products must be within their valid expiration
period.
Returns that do not meet the above criteria shall be subject to a final decision
by XPharma management.

1.3. Refunds and Remedies

If the return is accepted and meets XPharma’s criteria, reimbursement may be
processed through the issuance of a credit note or product replacement.
XPharma shall reimburse the customer within 14 days from the date it is
notified of the decision. This reimbursement may be withheld until XPharma has
received the returned products or until the customer provides proof of shipment.