Refund policy

General

Customers who wish to return their goods and products purchased from Sol-Millennium must adhere to this policy. Returns must be authorized by Sol-Millennium prior to acceptance. Products must be returned within 60 days of purchase. Return Merchandise Authorization (RMA) are only valid for 30 days. RMAs may be arranged by contacting your Sol-Millennium’s sales representative. This policy is applicable to all customers unless superseded by a separate written agreement that includes specific terms and conditions regarding returning goods and products.

Return Procedure

After obtaining an RMA, each return must include the following information:
• Item number of the products being returned
• Lot number of the products being returned and their expiration dates if applicable
• Customer’s name, address and reason for return
• Original Purchase Order number

Return Policy

Defective products are returnable with prior authorization. Non-defective products may be returned, provided the customer has obtained prior authorization from Sol-Millennium, if such products are in salable condition and suitable for restocking. Freight and restocking may apply as noted in the Restocking Fee Scheduled listed below. Product must be returned within 60 days of receipt. A Product’s shelf life will be taken into consideration when accepting a return, to determine its resale ability.

Restocking Fee

Restocking Fee will be 20% for any returns from 0 – 60 days with a $50.00 minimum plus freight costs.

Items NOT Eligible for Return

• Products Purchased more than two months prior to return request
• Private label, special, Bulk Non-Sterile, or custom products made to customer specifications
• Products returned in altered or damaged packaging, or in packaging other than original packaging
• Packaging broken, breached or damaged
• Items in unsalable unites of measure where products cannot be resold
• Returns prohibited by Federal, State, or local laws and regulations
• Products that have less than 18 months of shelf life
• Third party vendor products that require a vendor return authorization and are subject to the vendor’s return policy and applicable fees
• Issuance of an RMA number does not guarantee credit. Credit issuance is dependent on confirmed receipt/review of returned products and is subject to the other terms of this policy

Non-Conforming Products

Products that are non-conforming, defective, or were shipped in error by Sol-Millennium may be returned at Sol-Millennium’s expense for a full refund or replacement, subject to other provisions of this policy and Sol-Millennium’s terms and conditions. Customers seeking a return of all damaged, non-conforming, defective, or shipped in error products must notify their Sol-Millennium Sales Representative within 30 days of receipt of Products to be eligible for a return.

Non-Conforming Products Requirements

After obtaining an RMA, each return must include the following information:
• Item number of the products being returned
• Lot number of the products being returned
• Customer’s name, address and reason for return
• Original Purchase Order number
• Products must remain in the original carton
• Customer must notify Sol-Millennium of any additional damage caused by any party besides Sol-Millennium

Non-Conforming Products Disputes

If the end user of Sol-Millennium’s product claims that the product was nonconforming or defective and upon inspection by Sol-Millennium there is a dispute to such claims, then Sol-Millennium will employ a neutral independent testing lab to verify the validity of the end user’s basis for return. The cost of independent testing lab will be shared equally between Sol-Millennium and the end user.

Damage Shipment Credit

Upon receipt of damages for any shipment please report to Sol-Millennium within 24 hours to be issued a credit memo. If not reported within this time frame Sol-Millennium has the right to refuse to issue a credit memo for damages. Any shipment the Customer is responsible for the shipping cost please make sure you have filed a claim with the carrier or freight forwarder within 24 to 48 hours. 

Any shipment Sol-Millennium is responsible for the shipping cost please notify Sol-Millennium within 24 hours, so a claim is filed with carrier or freight forwarder.

Product Recalls

In the event of product recalls, Sol-Millennium will bear all costs associated with such recall and will promptly notify the customer. 

Improving Patient Care While Improving the Ease of Doing Business
Sol-M offers multiple convenient ways to purchase our products and stay informed of your order:

EDI: We’ve partnered with some of the largest EDI providers in North America to make it easy to send purchase orders and receive acknowledgements, advanced ship notices, and invoices with your materials management system in the most timely and cost-effective manner.

Contact us at ecommerce@solm.com to learn more!

Email: No EDI? No problem! We also accept purchase orders via email and will happily send acknowledgements, ship notifications, and invoices to your preferred email address. You can email directly to orders@solm.com.

We continue to work on expanding the possibilities for you to do business with us, with more great options around the corner! And the best part – we’d love to hear from you on what YOU value and would like to see!

Please feel free to provide your feedback and input at ecommerce@solm.com.

Customer Service: 833.637.0857, (option 1);  all other inquiries, (option 2).

Additional Contacts:

Department Function:	Contact:	Estimated Response Time:
Finance	ar_naca@solm.com	1 Business Day
Quality documentation requests	coa@solm.com	1 Business Day
Issues with product	complaints@solm.com	1 Business Day
Account setup & maintenance	customermaster@solm.com	1 Business Day
e-commerce, EDI & electronic inquiries and any other feedback	ecommerce@solm.com	1 Business Day
Supply chain	logistics@solm.com	1 Business Day
Orders & inquiries	orders@solm.com	1 Business Day
Returns, damages, overages & credit requests	returns@solm.com	1 Business Day