Returns Policy
Last updated: 9 April 2026
Important
This Returns Policy sets out the circumstances under which Mirage Distribution Limited will accept returns of pharmaceutical and healthcare products. Due to the regulated nature of our industry, strict conditions apply to protect patient safety and ensure compliance with MHRA guidelines. All returns must be pre-authorised.
1. Scope and Application
This Returns Policy applies to all goods supplied by Mirage Distribution Limited (trading as MDL Connect) to registered pharmacies, dispensing doctors, hospitals, and other authorised healthcare establishments. This policy should be read in conjunction with our Terms and Conditions.
The Company operates under MHRA Wholesale Distribution Authorisation WDA (H): 39731. All returns are handled in accordance with Good Distribution Practice (GDP) guidelines and the Human Medicines Regulations 2012.
2. Eligible Returns
Returns will be accepted only in the following circumstances:
2.1 Goods Delivered in Error
Where the Company has dispatched incorrect products, incorrect quantities, or goods not matching the order confirmation, the Customer may return these at no cost. Notification must be made within 48 hours of delivery.
2.2 Damaged or Defective Goods
Goods that arrive damaged, with broken seals, or with visible defects may be returned. The Customer must retain all original packaging and, where possible, provide photographic evidence of the damage at the time of delivery.
2.3 Product Recalls
Goods subject to a manufacturer or MHRA recall must be returned in accordance with the specific recall instructions issued. The Company will notify affected Customers promptly and provide full return details.
2.4 Short-Dated Goods
Goods supplied with a remaining shelf life of less than 3 months from the date of delivery (unless otherwise agreed in advance or ordered as short-dated stock at a discounted price) may be eligible for return.
2.5 Pricing Disputes
Where goods have been invoiced at an incorrect price and the dispute cannot be resolved by credit adjustment alone, the Company may authorise a return at its discretion.
3. Non-Returnable Goods
The following goods cannot be returned under any circumstances (except in the case of a manufacturer or MHRA recall):
- Controlled Drugs (Schedules 2-5) -- due to regulatory requirements governing the chain of custody
- Cold chain products -- any product requiring refrigerated storage (2-8 degrees C) that has left the Company's custody, unless the return is due to Company error and the cold chain can be verified
- Opened or tampered packaging -- any product where the outer packaging, blister pack, or tamper-evident seal has been opened or compromised
- Special order or non-stock items -- products ordered specifically for the Customer that are not part of the Company's standard product range
- Goods beyond the return window -- products where the return authorisation request is made more than 10 Working Days after delivery
- Free stock and promotional items -- goods supplied at no charge as part of a promotional offer or free stock arrangement
4. Returns Procedure
All returns must follow this procedure. Unauthorised returns will be refused and returned to the Customer at their expense.
Request Return Authorisation
Contact the Company by telephone or email within the applicable timeframe to request a Returns Authorisation Number (RAN). Provide your account number, invoice reference, product details, quantities, and reason for return.
Receive RAN and Instructions
Upon approval, the Company will issue a RAN along with specific packaging and collection instructions. The RAN is valid for 10 Working Days from the date of issue.
Prepare Goods for Return
Repackage goods securely in their original, unopened packaging. Clearly mark the outer packaging with the RAN. Ensure goods are stored in appropriate conditions until collection.
Collection or Dispatch
For Company errors, collection will be arranged at no cost. For other eligible returns, the Customer is responsible for return shipping using an approved courier with appropriate handling capabilities.
Inspection and Resolution
Upon receipt, returned goods will be inspected by the Company's quality team. Credits, replacements, or refunds will be processed within 10 Working Days of successful inspection.
5. Timeframes
| Return Type | Notification Deadline | Return Window |
|---|---|---|
| Delivered in error | 48 hours from delivery | 10 Working Days from RAN |
| Damaged goods | 48 hours from delivery | 10 Working Days from RAN |
| Product recall | As per recall notice | As per recall notice |
| Short-dated goods | 10 Working Days from delivery | 10 Working Days from RAN |
| Pricing dispute | 30 days from invoice date | 10 Working Days from RAN |
6. Cold Chain and Temperature-Sensitive Products
Due to the critical importance of maintaining the cold chain for patient safety, special conditions apply to temperature-sensitive products:
- Cold chain products (requiring storage at 2-8 degrees C) are non-returnable once they have left the Company's temperature-controlled custody
- The sole exception is where the Company has delivered cold chain products in error, and the Customer can demonstrate that appropriate storage conditions have been maintained continuously since delivery
- Returns of cold chain products require documented temperature monitoring evidence (e.g., fridge temperature logs) covering the period from delivery to return
- The Company reserves the right to reject any cold chain return where the integrity of the product cannot be verified
7. Shipping and Handling
7.1 Company Error Returns
Where the return is due to an error by the Company (incorrect products, damaged goods in transit, etc.), the Company will arrange and pay for collection. The Customer should retain the goods in their original packaging until collection.
7.2 Customer-Initiated Returns
For all other eligible returns, the Customer is responsible for:
- The cost of return shipping
- Using a courier service with appropriate pharmaceutical handling capabilities
- Ensuring goods are packaged securely to prevent damage in transit
- Obtaining proof of dispatch and delivery
7.3 Risk During Return Transit
Risk in returned goods remains with the Customer until the goods are received and inspected at the Company's premises. The Customer is advised to arrange appropriate transit insurance.
8. Credits and Refunds
8.1 Credit Notes
Where a return is accepted following inspection, the Company will issue a credit note within 10 Working Days. Credit notes will be applied against future invoices and are valid for 12 months from the date of issue.
8.2 Replacements
Where goods were delivered in error or are defective, the Customer may request a replacement instead of a credit note. Replacements are subject to stock availability and will be dispatched at no additional charge.
8.3 Refunds
Monetary refunds will only be issued where the Customer's account is being closed and a credit note cannot be utilised, or where required by law. Refunds will be processed within 30 days to the original payment method.
8.4 Partial Credits
The Company reserves the right to issue partial credits where returned goods show signs of damage not caused by the Company, where packaging has been partially compromised, or where goods have been stored in conditions that may have affected their quality.
9. Rejected Returns
Returns may be rejected for the following reasons:
- No valid Returns Authorisation Number (RAN) provided
- Return received outside the applicable return window
- Goods are on the non-returnable list (Section 3)
- Packaging has been opened, damaged, or tampered with
- Goods have not been stored in appropriate conditions
- Batch numbers or expiry dates do not match Company records
- The return does not match the details provided on the RAN
Where a return is rejected, the Company will notify the Customer and arrange for the goods to be returned at the Customer's expense, or disposed of in accordance with the Customer's instructions and applicable regulations.
10. Quality and Compliance
All returned goods undergo a quality inspection upon receipt. This includes verification of:
- Product identity and batch number against Company records
- Packaging integrity and tamper-evidence
- Remaining shelf life and storage condition indicators
- Compliance with the original RAN details
Goods that pass inspection may be returned to saleable stock in accordance with GDP guidelines. Goods that fail inspection will be quarantined and disposed of appropriately.
11. Disputes
If the Customer disagrees with a decision regarding a return, they should contact the Company in writing within 14 days, providing full details and any supporting evidence. The Company will review the dispute and respond within 10 Working Days.
Unresolved disputes will be handled in accordance with the dispute resolution provisions set out in our Terms and Conditions.
12. Changes to This Policy
The Company reserves the right to amend this Returns Policy at any time. Changes will be communicated to Customers via the Platform or in writing. The version of the policy in effect at the time a return is requested will apply to that return.
13. Contact Us
To request a return or for any queries regarding this Returns Policy, please contact us:
Mirage Distribution Limited -- Returns Department
Unit 6-7, Albion Industrial Estate, Oldbury Road
West Bromwich, B70 9BP, United Kingdom
Email: hello@mdlconnect.co.uk
Phone: +44 (0) 208 997 37 27