Returns & Credits Policy

MISSING OR DAMAGED ITEMS

To receive credit for missing items or items that were damaged in transit, you must

1. Report the shortage or damage to returns@jnjdistribution.com within 48 hours of delivery.
2. For damages, submit pictures of the damaged product with your credit request to returns@jnjdistribution.com

SALEABLE RETURNS

JNJ Distribution accepts returns of all products that are in saleable condition that are pre-authorized other than perishable items with an expired date.

1. Pre-Authorization: Send the completed JNJ Return to Vendor Form with the JNJ SKU number, Quantity, JNJ Invoice Number, Reason for Return explanation to returns@jnjdistribution.com. A RA (Return Authorization) number will be assigned by JNJ Distribution. Returns without RA numbers are not eligible for refunds, credits, or exchanges.
2. Saleable condition will be determined by JNJ Distribution’s ability to return the item to inventory for resale without special preparation, testing, handling, or expense. The items must be in the original packaging, clean, and unmarked without pricing.
3. Items that have been discontinued at JNJ Distribution will not be eligible for returns.
4. Perishable items with an expired date will not be accepted. JNJ Distribution will confirm a minimum of 30 days of shelf life remaining before shipment.

Credit for authorized returns will be issued upon receipt of product and verification of return eligibility within seven days of receipt.

DEFECTIVE PRODUCTS

Defective products are eligible for credit for up to 30 days from the date that the consumer purchases the product.

To receive credit, you must return the defective product to JNJ Distribution along with the store receipt using the same process above with a Return Authorization. JNJ Distribution reserves the right to replace the defective product in lieu of a credit.

Return Instructions

1. Submit a Return to Vendor form to returns@jnjdistribution.com or your sales representative.
   • Customer Service will review the Return to Vendor form and return it to you with your RA number within 48 hours.
2. Clean and remove any price stickers or markings.
   • Items must be returned in original condition (with the exception of defective items returned to the store).
3. Package product in a tote or box.
   • Secure product with packaging supplies such as bubble wrap or similar supplies to protect the product from damage during shipment.
4. Do not include product that was not on the approved Return to Vendor Form.
   • JNJ Distribution will not be responsible for items not on the approved Return to Vendor Form.
5. If you are on a JNJ Distribution delivery route.
   • A JNJ Distribution delivery driver will arrive on your delivery day to pick up your return.
   • Driver and store associate will verify the number of units in the package and sign the Return to Vendor form.
   • Secure the package. (Ensure the RA number is documented on the outside of the package)
6. If you are not on a JNJ Distribution delivery route and receive your deliveries through any other avenue.
   • JNJ Distribution will provide a call tag to send the package back.
   • Write the RA number on multiple sides of the package. Include the approved Return to Vendor form in the package.
   • Secure the package and ship to JNJ Distribution.

After JNJ shipment receipt, you will be emailed a credit note for products that meet the Returns & Credit Policy. Credit memos or replacement product will be issued within 48 hours or receipt.