J&J Vision Returned Goods Policy
Customer Service: phone: 877-266-4543, fax: 800-752-7006, email: [email protected] , Website: https://us-vision.jjcustomerconnect.com
JJV Global Post Market Safety: phone: 877-266-4543 option 2, email: [email protected] , Website: productcomplaintcenter.jnj.com
At Johnson & Johnson Surgical Vision, Inc., we value our customers and take pride in the quality of all products we manufacture and distribute. We will accept products for credit or exchange that meet the criteria outlined in this Returned Goods Policy (Return Policy). This policy DOES NOT apply to any equipment or product purchased from by wholesalers or distributors.
Return Policy General Terms and Conditions:
· We reserve the right to accept or reject the merchandise returned for either credit or exchange.
· We may grant exceptions to this Return Policy in our sole discretion.
· We reserve the right to modify the terms and conditions of this Return Policy at any time without notice.
· We reserve the right to promptly destroy all merchandise returned that is not eligible for credit or exchange.
· Returns are subject to final count upon receipt in the J&J Vision warehouse.
· Credit for direct purchase returned goods will be issued at the original purchase price if goods are unopened, in saleable condition with no markings on the outer packaging, and within 90 days of initial shipment date.
· We are not responsible for return shipping charges unless related to a shipping error or a defective return.
For Non-Defective IOL & Implants, Cartridge, or Tubing Returns:
· Above product(s) that have NOT expired
o Direct Purchased Product(s): Please contact Customer Service and ask for a Returned Goods Authorization number (RGA#) and then return the product(s) to “Geodis Returns” address below. You will receive your credit or exchange once we have received and inspected the product(s). Opened IOLs and CTRs/Shunts purchased directly may only be exchanged.
o Consignment Product(s): RGA# is optional, please return the product(s) to “Geodis Returns” address below. You will receive your credit or replacement after we have received and inspected the product(s).
· IOL(s) that either expired in the field or have been opened and not used (mishandled)
Expired or mishandled IOL(s) do not need to be returned, nor do we need the patient reply card.
o Direct Purchased IOL(s): You may destroy the expired/mishandled IOL(s) pursuant to your expired medical products procedures. We do not issue credits or refunds for expired or mishandled direct purchased IOL(s).
o Consignment IOL(s): Expired or mishandled consignment IOL(s) may be destroyed at your facility by taking the following steps:
§ Submit a certificate of destruction form through the J&J CHiME Connect website or request a copy of the certificate of destruction from Customer Service and submit it to Customer Service upon completion.
§ After Customer Service provides you with confirmation that the certificate of destruction form has been received and processed, you may destroy the expired/mishandled IOL(s) pursuant to your expired medical products procedures.
§ Do not destroy any IOL(s) until you have received confirmation to proceed from Customer Service.
For Liquid Optic Interfaces (LOIs), Patient Interfaces (PIs), or Activators Returns:
· Non-Defective LOIs, PIs, or Activators
o No returns for expired, short shelf-life, or non-defective reasons.
o Exceptions for product shipped in error; (e.g., the type of quantity of product shipped did not match the type or quantity ordered.) If eligible for return, please contact Customer Service and ask for a Returned Goods Authorization number (RGA#) and then return the product(s) to “Geodis Returns” address below.
· Defective LOIs, PIs, and Activators
- Defective Product will be exchanged. Please contact JJV Global Post Market Safety for a Returned Goods Authorization number (RGA#) and then return LOIs and Activators to “Geodis Returns” address below.
- PIs will be returned to “Irvine Returns” address below.
For Key Cards Returns:
· No returns for expired, short shelf-life, or non-defective reasons.
· Exceptions for product shipped in error; (e.g., the type of quantity of product shipped did not match the type or quantity ordered.) If eligible for return, please contact Customer Service and ask for a Returned Goods Authorization number (RGA#) and then return the product(s) to “Milpitas Returns” address below.
· Defective Product will be exchanged. Please contact JJV Global Post Market Safety for a Returned Goods Authorization number (RGA#) and then return the product(s) to “Milpitas Returns” address below.
For All Other Defective Returns:
· Please contact JJV Global Post Market Safety for a Returned Goods Authorization number (RGA#) and then return the product(s) to “Geodis Returns” address below.
· For all defective product(s), we will, at our discretion, replace the defective product(s) or provide a credit.
· Shipping charges for defective returns will be paid for by J&J Vision.
Non-Returnable Products:
The following products may not be returned for exchange or credit:
· OVD Products unless defective, please follow “All Other Defective Returns” as outlined above
· Activators unless due to shipping error or defective as outlined above
· Expired direct purchase products
· Products deteriorated or damaged due to conditions beyond the control of the manufacturer, such as improper storage, heat, cold, humidity, water, smoke, fire, and customer applied markings such as labels, pen markings, etc.
Return Addresses:
| Geodis Returns Non-Defective: GEODIS Attn: J&J Vision Returns RGA# 1101 Whitaker Road Plainfield, IN 46168 Defective Returns: GEODIS Attn: J&J Vision Complaints Processing RGA# 1101 Whitaker Road Plainfield, IN 46168 | Defective Returns: J&J Vision Attn: Returns Coordinator/Complaints RGA# 31 Technology Drive Building 25B / 1024 Mail Room Irvine, CA 92618 | LOIs, Key Cards, Activators Returns: J&J Vision Repair Depot RGA# 510 Cottonwood Drive Milpitas, CA 95035 |