Weightloss | Saxenda Ozempic Rybelsus | Online UK

Reporting a Fault:

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

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. This is not like an everyday item purchased from a shop or online retailer - this is the same as any other prescription medication supplied by a GP surgery, hospital or medical clinic - there is a due process for investigating faults and issues.

What's the process for our Investigation Policy?

The below steps outline the formal process for investigating a fault with your pen. There are two options you can take. The first is sending the pen back to us for investigation and the second is sending the pen on to Eli Lilly (the manufacturer) for investigation. Option 1 is a faster process, as we aim to investigate your item and close the investigation within 72 hours of receiving the item back, where as Eli Lilly can take several weeks to investigate and offer a resolution (if applicable).

Option 1 - AJ Hill Aesthetics investigates

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.
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. We will usually ask for pictures of the item's batch number, expiry date, product number or serial number. This is done so that when we do receive your item, we can show you that it is your item under Section 5 below.
Once agreed for the item to be returned to us, we will send you our Return Address. We always advise customers to send the item back via Royal Mail Special Delivery (Guaranteed by 1pm) as this provides you (the customer) with proof of postage and a tracking number so that you can track the item & confirm that we have received the item from you. It also covers your item for up to £750 as standard insurance should your item be delayed or go missing during transit with Royal Mail. Please keep a copy of your receipt as proof of postage and payment of postage.
Once received, we will aim to investigate and resolve your query with the item within 72 hours (this is dependent on staffing, workload etc. but we make a conscious effort to keep within this self-imposed timeframe).
When the item is investigated, we will video record the process so that you (the customer) can see every step of us testing your item. A copy of this video will be emailed to you or, if the file is too large, a link to a copy of the video will be sent to you via email. The video will always show all the items you return & any applicable labels on the items (e.g. prescription label, batch number of the item etc.), which is why we ask you to take pictures prior to sending so that you (the customer) can be safely certain that it is your item being tested. This ensures the investigation is open and fully transparent.
If a fault is found with your item, we will provide you with adequate compensation or an agreed amount between us (AJ Hill Aesthetics) and you (the customer). A full replacement will only be offered if you have been unable to use any of the medication. A partial refund will be offered if you have been able to use some of the medication e.g. if 2 out of the 4 doses has been administered, you will be compensated 50% for missing out on half of the medication within the pen. We will also cover the cost of posting the item back to us.
If we are able to get the product to work via one of the suggested tips available on our website or sent to you (the customer) via email, and there is technically NO fault found with the product, we will be unable to offer any compensation nor cover the cost of postage (if applicable) as the product itself was not faulty and the issue was external to the pen e.g. user error.
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.

Option 2 - The manufacturer investigates

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.
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. We will usually ask for pictures of the item's batch number, expiry date, product number or serial number.
It is our responsibility to contact the pharmacy that dispensed your pen regarding the fault.
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).
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.
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.
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).
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.