Overview
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.
Use this guide to understand:
When a replacement may be considered
The information required before a replacement can be approved
How delivery issues are investigated
What qualifies as unusable medication
When a replacement may be considered
A replacement review may be initiated if:
Lost in Transit: The parcel is officially confirmed as lost by the courier.
Delivery Failure: A formal courier investigation confirms the delivery was unsuccessful.
Damaged or Unusable: The medication arrives in a condition that prevents safe use.
Please note: All cases must be fully verified by our team before a replacement can be authorised.
Information required for review
To help us investigate accurately and safely, you may be asked to provide:
A detailed description of the issue.
Photos or video evidence of the parcel, the outer packaging, and the contents.
Confirmation of your full delivery details.
The investigation process
MedExpress works directly with the courier to:
Review all available tracking information.
Confirm the final delivery status.
Complete a formal investigation where required.
A replacement can only be considered once this formal process with the courier is complete.
What qualifies as "unusable" medication?
Medication is typically considered unusable if:
Physical Damage: The pen or device is visibly broken or cracked.
Contamination: The medication shows signs of leakage, particles, or unusual cloudiness.
Temperature Exposure: There is confirmed exposure to temperatures outside of the safe storage limits.
Note: Damage to the outer cardboard packaging alone does not usually mean the medication inside is unusable.
Safety and regulatory requirements
As a regulated UK pharmacy, all replacements must adhere to strict clinical guidelines:
Medication cannot be resupplied without proper verification.
All decisions prioritising patient safety and legal compliance.
All replacements must follow UK pharmacy and safety regulations.
Key Takeaways
Replacements are only reviewed after a full investigation and verification.
You will likely be required to provide evidence (such as photos) of the issue.
Only confirmed lost, damaged, or unusable deliveries are eligible for resupply.
If you still need help after reviewing the information above, additional assistance is available.