ColdChain 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
- Notify us within 24 hours at [email protected] or 01760 336774.
- Provide order number, photos, and a short description.
- We assess within 2 business days.
- If confirmed (damage/defect/wrong item/temperature failure at our end), we replace or refund.
- 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.)
Contact (orders & delivery queries)
Email: [email protected]
Phone: 01760 336774 (Mon–Fri, 9am–5pm)
Include your order number in all messages.
