Product Returns

Notice to CDMV Customers

The product return policy put forward by CDMV must respect those issued by its suppliers. For this reason, the return conditions of similar products may differ from one supplier to another and we invite our clients to consult the specific conditions at or by contacting our Customer Service. In case of disagreement about the return policy of one of our suppliers, please contact the manufacturer’s representative.

General Conditions

  1. The customer must first obtain a return authorization number from our Customer Service. The authorization number does not automatically grant a credit.
  2. Each return form must contain the following information:
  • return authorization number;
  • customer name, address and phone number;
  • CDMV account number;
  • code, quantity and description for each product;
  • invoice number for each product;
  • purchase order number, if any;
  • reason of return.

* Your signature is mandatory in all cases of returns of products compliant for resale to confirm that they were at all times stored according to the instructions indicated on the product label.

Important – In the case of precursors or controlled substances: after the client has requested a return number, an authorization form signed by a CDMV Customer Service Agent will be issued and sent. A copy of this signed document serves as reference for returned products and for federal control purposes.

  1. Any goods ordered by mistake by the client, or shipped by mistake by CDMV, or damaged during delivery, must be reported within 48 hours (2 working days) after delivery to the client.
  2. Products must be returned Collect to CDMV within 48 hours (2 working days) after obtaining the return authorization number. The client must use the carrier selected by CDMV. Should the goods returned be insured or should they be returned by a carrier of the sender’s choice, the latter will be responsible for all charges incurred.
  3. In the case of goods ordered by mistake, shipping fees, according to the package weight and the distance, and a handling fee of 10% will be charged to the client who has duly completed his claim form.
  4. Our CDMV Strategic Advisor are not authorized to accept merchandise returns. Only an agent from our Customer Service is authorized to do so.

Detailed conditions

  1. Products compliant for resale - Authorized return

The product must have been bought from CDMV, be intact and compliant for resale, including its components, packaging and size. The conformity of a product for resale is determined by the manufacturer, notably according to the Good Manufacturing Practices issued by Health Canada.

In addition:

  • For a product with an expiry date, this date must be similar to the products currently in stock at CDMV;
  • For a product with no expiry date, the return request must be made no later than thirty (30) days following the date of purchase.
  • All products must have been stored in compliance with the instructions indicated on the product label and have not left your premises after receipt. The declaration of preservation on the return form must be signed for control purposes. Refrigerated products must be packaged properly so as to maintain the cold chain and the package that contains the products must be labeled 'Refrigerated Products' so it is quickly taken care of upon arrival to our warehouse. We can provide these labels on demand. The return of a product compliant for resale will be accepted, without return fees from the manufacturer.
  1. Products not compliant for resale

The return of a product not compliant for resale will be:

  • rejected if the manufacturer does not accept returns or
  • accepted by applying the manufacturer’s return fees, if any.

For more details, visit (“Search Tool” section) where the return policies are displayed for each item or contact our Customer Service at 1-800-668-2368.

  1. Notwithstanding any provision to the contrary, no return will be accepted in the following cases:
  • Discontinued, on clearance sale or special order products;
  • Products purchased in quantities requiring exceptionally high supply from CDMV;
  • Instruments that were used;
  • Incomplete items or damaged packages;
  • Any product not bought from CDMV;
  • Any product considered not to be complying with CDMV’s or with the manufacturers’ return policies;
  • Any merchandise returned more than 2 working days after the date of authorization issued by our Customer Service.