AAH Returns


Q: What should I do if I receive incorrect, damaged or faulty products?

A: All customers calling with a technical complaint relating to products for Astra Zeneca, Glaxo (GSK), Eli Lilly, IPSEN and MSD should be asked to contact the relevant manufacturer directly. For any other product please complete the back of the pick returns note to return incorrect or damaged products. Damaged products should be packed, clearly marked and segregated from saleable stock, if the products are faulty please state what is wrong with the product. Return to your local branch, along with the faulty products packed separately. Please mark clearly as a faulty return and ensure the driver scans the returns note.


Q: What should I do if there are products missing?

A: Please contact our AAH customer care team on 0344 561 6699 as soon as possible, (within 3 working days) or mark the back of your returns note and send the paperwork back with your delivery driver. Ensure the driver scans the returns note.


Q: What should I do if I am receiving short dated products?

A: Date on products should be checked upon delivery. If you wish to return an item because of a short date, you’ll need to call our customer care team on 03445616699.


Q: What should I do if I have received a product recall notification?

A: Please return to your local branch, along with the recalled products. Please pack these products separately and mark clearly as a “recall return” making sure there is your account number and pharmacy name with them. Alternatively complete your account details on a letter head and attach it to the products marking them as recall stock. Clearly segregate it from saleable stock.


Q:What should I do if I have a fridge product that I want to send back?

A: Special Handling Products; such as Refrigerated Storage products (Fridge lines), Controlled Drugs and Cytotoxic and Flammable are NON-RETURNABLE and can only be returned to correct an AAH error. Fridge lines must be back at AAH within 24 hours of dispatch from the branch, so the return must be initiated as soon as the stock is received. We cannot accept fridge line returns from offshore islands. You must telephone AAH Customer Services as soon as possible after receipt to report the error and obtain the necessary authorisation. In situations where a return is authorised, a collection note will be issued by the branch and a driver will be informed to collect the product, please make sure you send a temperature chart for your fridge from the time you received the product to collection . Please make sure that the product is correctly packaged and that where specialised storage products are concerned, the driver is advised of the nature of the contents of the return.


Q:What should I do if I have purchased products in error?

A: Please return the products with the AAH C1 return code. When returning make sure the returned products and invoice are packed separately for each invoice and products returned. Any AAH account holder whose monthly returns for credit on product lines which they may order in error (AAH C1 returns code) are greater than 3% of their monthly number of invoiced lines will be subject to a £75 (plus VAT as applicable) administration charge. Hospitals are exempt of the charge.