If your MedExpress order is affected by a delivery issue, we will review the situation to determine whether a replacement can be provided.
All replacement decisions are based on courier confirmation, patient-provided evidence, and clinical safety requirements.
Overview
This guide explains:
- When a replacement may be considered
- What information is required before a replacement can be approved
- How delivery issues are investigated
- What counts as unusable medication
When a replacement may be considered
A replacement may be reviewed if:
- The parcel is confirmed lost in transit by the courier
- The courier investigation confirms a delivery failure
- The medication arrives damaged or unusable
All cases must be verified before a replacement can be approved.
What information is required
Before a replacement can be considered, you may be asked to provide:
- A description of the issue
- Photos or video evidence of the parcel and contents
- Confirmation of delivery details
This information allows us to investigate the issue accurately and safely.
Investigation process
MedExpress works with the courier to:
- Review tracking information
- Confirm delivery status
- Complete a formal investigation where required
A replacement can only be considered once this process is complete.
What counts as “unusable” medication
Medication may be considered unusable if:
- The pen or device is physically damaged or broken
- The medication shows signs of leakage or contamination
- The contents are not as expected (for example, particles or cloudiness where not normal)
- There is confirmed temperature exposure outside safe limits
Outer packaging damage alone does not usually mean the medication is unusable.
Safety and regulatory requirements
Because prescription medication is regulated:
- All replacements must follow clinical and pharmacy safety guidelines
- Medication cannot be resupplied without proper verification
- Decisions prioritise patient safety and legal compliance
Key takeaway
- Replacements are only considered after investigation and verification
- You may need to provide evidence of the issue
- Only confirmed lost, damaged, or unusable deliveries may be eligible
- All decisions follow strict UK pharmacy regulations
If you still need help after reviewing the information above, additional assistance is available.