Returns policy

Returns regulations for pharmaceutical wholesalers and pharmacies

Valid from 15.01.2025


We help you to check:

Have you received incorrect or damaged goods? We are here for you and will check with you whether the goods can be returned. Please contact us.

You should pay attention to this:

In order to make the process as simple and convenient as possible for you, please note the following points:

In principle, only goods purchased directly from VitOrgan Arzneimittel GmbH can be returned upon request and in consultation with customer service.

All consignments that arrive without prior notification or without the appropriate returns documents will be destroyed without refund.

1. Return requests:

  • Please always send return requests in writing to the following e-mail address: retouren@vitorgan.de.
  • The returns notification must be completed in full, stamped and signed.
  • Please download the returns advice from our website or request it by telephone on
    +49 711 448 12 0.

2. Returns processing:

  • A returns number is generated when you register your return.
  • Depending on the specific case, vitOrgan Arzneimittel GmbH will decide whether to return the goods or process them via a declaration of destruction.

3. Authorized return of goods:

  • Once vitOrgan Arzneimittel GmbH has approved the return of goods, please enclose the returns notification and a copy of the invoice or delivery bill with the return shipment.
  • Returns must be marketable and in their original packaging.
  • The costs for the return shipment shall be borne by the customer, unless the complaint was caused by vitOrgan Arzneimittel GmbH. In the case of unstamped returns, the postage costs incurred will be deducted from the credit note if a claim for reimbursement exists.
  • In order to ensure controlled shipment of the medicines, a return shipment must be made with a qualified pharmaceutical logistics service provider, preferably trans-o-flex (temperature-controlled between 15-25°C).
    Please send the return safely and well packed in sturdy shipping cartons to our delivery address:

    vitOrgan Arzneimittel GmbH
    Retourenabteilung
    Brunnwiesenstraße 21
    D-73760 Ostfildern

4. Reimbursement:

  • After positive verification of all documents, you will receive a credit note to offset against your outstanding invoices.
  • In cases where vitOrgan Arzneimittel GmbH has approved processing via a declaration of destruction, the credit note will be issued upon receipt of the correctly completed and signed declaration of destruction.
  • The amount of the refund is calculated on the basis of the purchase price actually paid. Any price changes after purchase of the returned goods cannot be claimed.

Returns requests:

vitOrgan Arzneimittel GmbH / Retourenabteilung
Brunnwiesenstraße 21 / D-73760 Ostfildern

Phone: +49 711 448 12 – 21 or +49 711 448 12 – 0
Fax: + 49 711 448 12 41
Mail: retouren@vitorgan.de
D-73760 Ostfildern, 01.09.2021

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    Bestätigung Fachkreis: Ich kenne das Heilmittelwerbegesetz (HWG) und bestätige, dass ich den Fachkreisen angehöre. Fachkreise im Sinne dieses Gesetzes sind Angehörige der Heilberufe oder des Heilgewerbes, Einrichtungen, die der Gesundheit von Mensch oder Tier dienen, oder sonstige Personen, soweit sie mit Arzneimitteln, Medizinprodukten, Verfahren, Behandlungen, Gegenständen oder anderen Mitteln erlaubterweise Handel treiben oder sie in Ausübung ihres Berufes anwenden (§ 2 HWG). In Bezug auf die Richtigkeit der von Ihnen gemachten Angaben zu Ihrem Beruf gilt Ihre Anmeldung als rechtsverbindliche Zusicherung gegenüber der Firma vitOrgan.

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