Overview
MedExpress takes extra precautions to ensure your treatment arrives safely — every Mounjaro® or Wegovy® pen box is sealed in a protective inner bag designed to absorb shocks and protect the medication during transit. Use this article to understand what to do if your medication box arrives damaged and how to check whether it's still safe to use.
Use this article when you want to:
Understand why your medication box may look damaged or opened on arrival
Find out what evidence MedExpress needs if your medication is damaged or faulty
Check whether your medication is still safe to use
Learn how returns, replacements, and missing accessories are handled
Why Does My Medication Box Look Damaged or Opened on Arrival?
It is relatively common for the outer medication box to appear slightly open or dented upon arrival. This is often caused by the ice packs pressing against the perforated lines of the box during transit.
To help prevent this, MedExpress includes a protective cardboard sleeve over the pen box. Even if the perforated seal has popped open, the medication remains safe to use as long as the pen device itself is intact and has not been damaged.
What Evidence Do I Need to Provide for a Damaged or Faulty Item?
If your order has been delivered damaged, or if you believe the medication pen itself is faulty or damaged, you must supply images of the damage or fault.
Without clear images of the damage or fault, MedExpress will be unable to provide any further assistance, replacements, or refunds.
To allow MedExpress's team to assess the issue, the images must clearly show:
The delivery label on the outside of the parcel.
The dispensing label (showing your name, date, and medication details).
The product box (front, back, and the underside showing batch/expiry details).
The pen device with the cap removed, held against a clear background.
The specific fault or damage (e.g., a leak, a crack, or a mechanical failure).
How Do I Check If My Medication Is Still Safe to Use?
Before reporting an issue, check the medication using the Patient Information Leaflet. The medication is safe to use if:
The pen is not cracked or leaking.
The liquid is clear and colourless.
There are no visible particles or cloudiness.
The liquid is not frozen.
How Do Returns and Replacements Work?
Initiating a Return: If the medication is deemed unsafe after MedExpress's review, a prepaid return label will be provided. Items must be packaged securely, though ice packs are not required for returns.
Receiving a Replacement: Once the item has been received and reviewed by MedExpress's pharmacy, a replacement will be arranged where appropriate.
Timeframe: Replacement orders are typically dispatched within 1–3 working days after the assessment is complete. You will receive a tracking number via email once it ships.
Once an order has been dispatched, it cannot be cancelled; however, MedExpress will replace items confirmed as damaged or faulty once the required image evidence has been reviewed.
What Should I Do If Needles or Wipes Are Missing?
Check all packaging: Small items are often tucked inside the padded inner bag.
Local purchase: You can purchase compatible needles from any local pharmacy.
Reimbursement: Keep your receipt as proof of purchase. MedExpress can reimburse the cost of compatible needles purchased locally once your receipt has been reviewed.