aj hill

If there is a suspected fault or issue with your medication...

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We are very sorry that your medication is not working as it should. Like with any product, sometimes there can be manufacturing faults or issues. We take these faults very seriously, as do the manufacturers. The fault could be with the product itself or a component with the product e.g. the individual needles sent with the injectables. Whilst the medication falls under the Consumer Rights Act, there are other processes involved regarding the suitable investigation and remedy for any potential faults with medicines within the UK.

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What's the process?

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The below steps outline the formal process for investigating a fault:

 

1. Submit a formal report of the issue via the form below. Please add as much detail as possible e.g. the nature of the issue, what happened when the issue occurred, any references or identifying details e.g. order number, product name/dose, the product's batch / lot number & expiry date etc. The more detail, the better so that we can submit everything we need to the manufacturer.

2. The form is received by our Customer Care team who will contact you regarding the fault to ascertain any further details or to give you advice.

3. It is our responsibility to contact the pharmacy that dispensed your pen regarding the fault.

4. If the pen is suspected as being faulty by the pharmacy, we will complete the appropriate form with the relevant manufacturer e.g. Novo Nordisk (for Ozempic, Wegovy, Saxenda & Rybelsus).

5. The manufacturer will need time to investigate your complaint - they usually send a pre-paid envelope directly to you so that you can send the item back to them for investigation. Alternatively, we may ask you to send the pen back to us so that we can ascertain the fault prior to sending your pen to the manufacturer, which would enable us to resolve the issue directly with you more quickly.

6. The investigation by the manufacturer can take up to 6 weeks. Once the investigation is complete, the Customer Care Team will liaise directly with you regarding the manufacturer's findings, including any form of resolution.

7. If there is a fault found with your product, you will be adequately compensated to reflect the value of any monetary loss the fault has incurred on you, including the postage costs of sending the product back to us (if applicable). If NO fault is found with the product, we will be unable to offer any compensation nor cover the cost of postage (if applicable).

8. If you are dissatisfied with the outcome, you are welcome to seek external advice or support via the relevant bodies/ombudsman who can liaise with the manufacturer directly - unfortunately we are only an intermediary, so our response / ability is limited.