Faulty Mounjaro or Wegovy pens policy

At Cured Pharmacy, we know how important it is for your weight-loss treatment—such as Wegovy or Mounjaro—to work as intended. If you encounter any problems with your injection pens, we require that you follow our dedicated troubleshooting steps. This helps ensure your medication routine remains safe and uninterrupted.

Please Note: Proceeding with your order means you acknowledge and agree to our policy. These are regulated medicinal products therefore it is essential that any potential faults are handled through the proper procedure.

 

Faulty Pen Investigation Process for Wegovy and Mounjaro

To protect patient safety and maintain the integrity of all medications, any reported issue with a Wegovy or Mounjaro pen must go through a full investigation before it can be confirmed as faulty. This policy cannot be altered or bypassed as per guidelines set out.

We recognise that this process may feel inconvenient, and some patients may expect an immediate replacement or refund. However, because these items are regulated medicinal products, we are required to follow the verification steps outlined to ensure safety and compliance. We appreciate your understanding and apologise for any frustration this may cause.

What to Do: Faulty Mounjaro Pen

If you encounter any problems with your Mounjaro pen, your first point of contact should be Lilly, the manufacturer. Their team can provide immediate support and guide you through troubleshooting the device over the phone.

Lilly UK Phone Number: 01256 315000
Lilly UK Contact Page: Lilly UK Contact Us

After speaking with Lilly, they will advise you on the appropriate next steps, including whether a replacement pen is required.

Important: For Mounjaro-related issues, you do not need to email us. Please follow the instructions provided directly by Lilly once they have assessed the situation.

 

What to Do: Faulty Wegovy Pen

If you believe your Wegovy pen is faulty, please contact Novo Nordisk, the manufacturer of Wegovy. Their support team will help troubleshoot the issue and provide guidance on what to do next.

Novo Nordisk UK Contact Number: 0800 023 2573 – Option 1

Explain the problem you are experiencing with your pen. Novo Nordisk will provide you with a reference number—please make sure to keep this for your records.

After receiving your reference number, follow Novo Nordisk’s instructions carefully. If they direct you to return the pen to us, please send it along with a note/letter containing:

  • Your Cured Pharmacy order number

  • A brief description of the issue and any additional information as needed

  • The Novo Nordisk reference number

Return Address:

Cured Pharmacy
27 Cobden House
Cobden Street, Leicester
LE1 2LB