1. General principle
Cataliya Pharma places strong importance on product quality, document accuracy, and professional supply procedures. Product-related claims may be reviewed individually.
2. Grounds on which a return or claim may be reviewed
A return or claim may be reviewed when there is a clear and verifiable reason related to the confirmed order, delivery condition, or documentation.
Incorrect product delivered
Delivered item does not match the confirmed order or agreed product specification.
Mismatch with confirmed range
Product range differs from the confirmed order (SKU, form, size, or variation).
Visible packaging or transport damage
Damage observed upon delivery that may affect product integrity or suitability.
Documentation discrepancy
Significant mismatch in invoice/shipping documents affecting the transaction.
Batch / quantity / labeling issue
Verified issue with batch identification, quantity delivered, or labeling compliance.
Other lawful or contractual cases
Additional cases may apply where required by law or defined by contract terms.
3. Cases where return may be restricted or declined
For safety, hygiene, and commercial integrity reasons, some returns may be restricted or declined depending on the product category and condition.
- The product has been opened, used, or is no longer suitable for resale.
- Storage or transport conditions were not respected after delivery.
- The request was submitted with substantial delay.
- Hygiene, commercial, or safety characteristics prevent return.
- The product was supplied on an individual or special-order basis.
4. How to submit a request
To review your request efficiently, please include the information below. Missing details may delay review.
Order / invoice reference
Order number, invoice number, or other document reference linked to the delivery.
Product and quantity
Product name (SKU if available) and quantity affected by the issue.
Issue description
Short description of the problem and when it was identified.
Evidence
Photos, delivery notes, packaging images, or other documentary proof.
Requesting party details
Company/organization name, contact person, phone, and city/region.
Preferred resolution
Replacement, document correction, or other request based on the case.
5. Review process
Requests are reviewed according to internal procedure, cooperation terms, and available documentation. If required, additional information, photographs, batch numbers, or logistics details may be requested.
6. Possible outcomes
Depending on the case and verification results, one of the outcomes below may apply:
- Replacement (where applicable and feasible).
- Correction of quantity or documents.
- Compensation based on commercial agreement.
- Rejection of the request if insufficient grounds exist.
7. Important note
This page is general in nature. The final return and claims-handling procedure may depend on the contract, commercial documents, product category, and applicable rules.
If you have questions about a return, complaint, or product issue, please contact us.