If a Genentech medicine is purchased for use in an FDA approved indication, was spoiled, and no product was administered, the product may be eligible for replacement through the Genentech Spoilage Program. Product must be returned or Certificate of Destruction must be furnished to be eligible for the Spoilage Program.
For quality or stability-related issues, please contact Genentech Medical Communications at (800) 821-8590.
For expired product returns, please contact Genentech Customer Service at (800) 551-2231.
Online Submission Form and Process
Once complete, you will receive a confirmation #. Your request is not submitted until you have this number.
An attestation is required at the end of this form by a Health Care Provider (HCP) who has signing authority for the facility.
If approved, further instructions for returning product or completing a Certificate of Destruction will be provided within 2 business days of the form submission.
Each Spoilage incident must be reported separately.
To avoid any delays, ensure that the Return Authorization is included in any product being sent back.
Send one Return Authorization per return package.
If you have questions, please call Genentech Customer Service at (800) 551-2231.
Important program guidelines to remember
Each instance of spoilage requires completion of this form. Replacement of a spoiled product is on a case-by-case basis.
Please retain all original product and packaging.
Genentech will only consider replacing spoiled product if it was intended for an FDA approved indication.
Genentech does not ship replacement product if ANY portion of the spoiled product has been administered (including bolus) or is intended to be administered to another patient.
Genentech can ship replacement product only to licensed facilities.
Requests are subject to certain limitations and conditions.
A spoilage replacement can only be requested within 90 days of the spoilage occurrence, the date of spoilage incident will be required to submit the form.
If a spoilage has occurred for any of the following reasons, please call Genentech Customer Service at (800) 551-2231 before starting a Spoilage Request:
Product was drawn in error
Product delivery was left out of a cold storage unit
For Self Administered Products Only
For Nutropin please call the Nurses line at 1-866-NUTROPIN to initiate the request.
Replacement product will ship to the Specialty Pharmacy to dispense to the patient.
Genentech retains the right to make the final decision regarding any spoilage replacement request. All spoilage requests are subject to review. Returned product is subject to analysis.
Genentech has the right to modify or discontinue the Spoilage Replacement Program at any time without notice.