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Returns

Genentech product may be eligible for return, replacement or credit, depending on the situation. Learn more about how to handle expired or soon-to-be expired products, spoiled or damaged product, or shipping issues here.

NEW: Online Returns System

Genentech processes returns for Expired and Spoiled product through Genentech Direct, our online returns system.



Expired Product

What to do with an expired, or soon to expire, product

Spoilage

How to handle a spoiled or damaged product

Shipment Issues

Manage shipment issues such as delivery damage or Tag alerts

Other Concerns

Report general quality concerns about the manufacturing, labeling or handling of product.

NEW Important Message About Returns Service Change

Our Spoilage and Expired Returns process has changed.

Submit Spoilage and Expired Return requests, check request status, and view return details through the new Genentech Direct Returns system. No more third party portal required.

To place a Spoilage or Expired Return request, please visit www.genentechdirect.com/returns.

For additional information on Genentech Direct, view our how-to guide and video tutorials.

Our Third Party Returns Vendor has changed from Inmar RX Solutions to Qualanex.

All Spoilage and Expired Return Authorizations will have the updated addresses and instructions printed on your returns paperwork.

Inmar RX Solutions will no longer accept Genentech expired returns after December 1, 2021.

This does not apply to customers that are individually contracted with Inmar.