Returns

Cold‑Chain Returns Policy (Wegovy® & Mounjaro®)

Summary

Because Wegovy® and Mounjaro® must be kept refrigerated (2–8 °C) and cannot be reused once they’ve left the pharmacy, we’re unable to accept returns or issue refunds for change-of-mind, incorrect ordering, or where the item has been handled/stored outside our control. This protects patient safety and complies with UK medicines regulations.

 

What you can report (we will resolve)

·         Damaged package or product on arrival

·         Wrong item/strength supplied

·         Suspected temperature excursion on arrival (e.g., fully warm packs, missing insulation, delayed delivery)

·         Product recall or a manufacturer/regulator‑confirmed defect

Contact us within 24 hours of delivery and do not use the medicine. We may request photos (outer packaging, label, batch/expiry) and your order number. Where confirmed, we will arrange a replacement or refund.

 

What we cannot accept/refund

·         Cold‑chain prescription medicines (including Wegovy®/Mounjaro®) returned by post or in person

·         Change‑of‑mind or incorrect ordering once dispensed

·         Issues notified more than 24 hours after delivery (unless a manufacturer defect/recall is confirmed)

Note: Prescription medicines and temperature‑controlled items are exempt from the usual “cooling‑off” return rights under UK Consumer Contracts Regulations.

 

Delivery & storage on receipt

·         Refrigerate on arrival (2–8 °C).

·         If delivery was missed, contact the courier or us the same day to arrange one redelivery within 48 hours (next business day where possible for cold‑chain).

·         If you suspect the parcel was not kept cold, do not use it, contact us immediately.

 

How issues are handled

1.      Notify us within 24 hours at [email protected] or 01760 336774.

2.      Provide order number, photos, and a short description.

3.      We assess within 2 business days.

4.      If confirmed (damage/defect/wrong item/temperature failure at our end), we replace or refund.

5.      If a return is required for investigation, we’ll send safe‑return instructions (do not post items back without our guidance).

 

Safety & adverse events

If you experience side effects or a suspected adverse drug reaction (ADR), stop the medicine and seek medical advice. You can also report via the MHRA Yellow Card scheme. (This is not a returns route.)

 

Feedback & complaints

General feedback or concerns: [email protected] | 01760 336774

Formal complaints: [email protected]

 

Contact (orders & delivery queries)

Email: [email protected]

Phone: 01760 336774 (Mon–Fri, 9am–5pm)

Include your order number in all messages.