I have received a faulty product
If you have received a faulty device/pen or if it becomes faulty (for example, the pen fails to release any liquid) then contact us as soon as you realise it. You will be asked to return the pen to the pharmacy using recorded/tracked delivery with a description of the fault. A case will be opened with the manufacturer for investigation and the faulty device will be sent them for investigation. If confirmed faulty, the device will be replaced free of charge. Please note that process can take between 3-6 weeks for completion.
Any faulty pens have to be reported within 30 days of receiving your order. After this time we will be unable to replace any faulty pens.
If any pens are found to be in working order then they will either be disposed of or returned back to you.
Please note that given due to the products being a medicine and a medical device, we will not be able to issue a refund or replacement until the products have been confirmed faulty by the manufacturers and a replacement issued by them.