Product Issues

We are serious about patient safety. If your Genentech product is spoiled, expired, or damaged, we may be able to help you replace it.

For spoiled product, please complete the Spoilage Program online form.
Please note: Clear your browser cache before accessing the Spoilage Program Form.

For expired or damaged product returns, please contact Genentech Customer Service: (800) 551-2231

For quality issues, please contact Genentech Product Complaints: (800) 334-0290

For stability-related issues, please contact Genentech Medical Communications: (800) 821-8590

For concerns regarding illegitimate medicines, please refer to product security

Please note, our returns process has recently changed. Click here for instructions