Faulty Pen Policy: Wegovy & Mounjaro

1. Why we follow this process

At MediHealth Direct we take the quality and safety of every medication we dispense seriously. Injectable weight-loss treatments such as Wegovy (semaglutide) and Mounjaro (tirzepatide) are prescription-only medicines, and any issue with a device is investigated together with the manufacturer through their quality process.

Wegovy and Mounjaro pens are regulated medicinal devices. Once a pen has left a registered pharmacy, the manufacturer is responsible for investigating any reported defect, a requirement under MHRA pharmacovigilance rules and the manufacturers' own quality systems.

MediHealth Direct remains your point of redress throughout: your statutory rights under the Consumer Rights Act 2015 are unaffected by this process. When you report a suspected fault, our pharmacy team will assess it ourselves within statutory timescales and provide a replacement or refund where the pen does not conform to contract. The manufacturer investigation runs alongside our own assessment, not as a precondition of it: it protects patient safety, maintains product traceability, and ensures any genuine device fault is recorded and acted upon through the correct regulatory channel. Following the steps below helps everyone resolve your case as quickly as possible.

2. If your Mounjaro pen is faulty

Mounjaro is manufactured by Eli Lilly, who operate a dedicated patient and healthcare-professional support line for KwikPen enquiries and often resolve pen issues directly with patients: this is usually the fastest route. You can always contact MediHealth Direct as well, or instead. We remain responsible for the products we supply and will assess your report, arrange a replacement or refund where a fault is confirmed, and liaise with Lilly on your behalf.

• Telephone Lilly UK directly on 01256 315000, or contact them online at lilly.com/uk/contact-us.
• If your pen is jammed or not dispensing correctly, work through the troubleshooting checklist below before requesting a replacement: most issues resolve at home.
• Side effects or adverse reactions should be reported to your prescriber and, where appropriate, via the MHRA Yellow Card scheme at yellowcard.mhra.gov.uk.

3. If your Wegovy pen is faulty

Wegovy is manufactured by Novo Nordisk, who run a UK customer care line for product complaints. Phone 0800 023 2573 and select the option for product complaints. Explain the issue in as much detail as you can; Novo's team will log the complaint and issue you with a reference number. Please keep this safe, as we need it to progress any return or replacement.

Once Novo has logged the complaint, return the affected pen to us by tracked post together with a short note that includes your MediHealth Direct order number, a brief description of the fault, and the Novo Nordisk reference number you were given.

• Return address: MediHealth Direct Ltd, Unit 21, Armitage Business Park, Private Road No. 3, Colwick, Nottingham NG4 2TB.
• Please use a tracked service so the pen can be confirmed as received. Do not send pens by standard untracked post.
• Once received, our pharmacy team will review the pen and supporting information, liaise with Novo Nordisk as required, and contact you to confirm the outcome (replacement, refund, or further investigation).

4. Troubleshooting a jammed or non-dispensing pen

Before reporting a pen as faulty, please run through the checks below: in our experience, most reported issues resolve at this stage.

• Storage check. Pens left out of the fridge for prolonged periods, frozen, or exposed to direct heat or sunlight may not work. Store pens between 2°C and 8°C until first use and follow the in-use storage instructions on the leaflet.
• Needle attached correctly. Ensure a new needle is screwed on straight and fully: a cross-threaded or partially attached needle is one of the most common causes of a blocked pen.
• Air bubble or priming issue. Hold the pen with the needle pointing up, tap the cartridge gently to bring air to the top, and follow the priming steps in the patient information leaflet.
• Check for visible damage. Inspect the cartridge for cracks, cloudiness, or particles. If the medication looks abnormal, do not use it.
• Try a new needle. Remove the current needle, dispose of it safely in a sharps bin, and attach a fresh one. A bent or blocked needle can mimic a pen fault.
• Dial check. Confirm the dose dial is set correctly, listen/feel for the click, and hold the button down for the recommended count after injection to ensure the full dose is delivered.

5. Sharps disposal

Whether or not a pen is being returned, never place pens or needles in household waste. Used needles must go into an approved sharps bin. If you have not yet been issued one, contact our pharmacy team and we can advise.

6. Acknowledgement and contact

This policy explains the process we and the manufacturers use to investigate pen faults properly, maintain accurate records, and keep you safe. It does not limit or replace your statutory rights, which always remain available against MediHealth Direct as the supplier.

If you have any questions or concerns, email hello@medihealthdirect.com or phone 0115 990 1203. Your safety and well-being are our priority.