Policy on Faulty Wegovy and Mounjaro Pens: Troubleshooting Guide

At Click2Pharmacy, we understand the importance of effective treatment for weight loss medications like Wegovy and Mounjaro. If you are experiencing issues with your Wegovy pen or Mounjaro pen, it’s essential to follow our strict troubleshooting process. This ensures your treatment continues smoothly and safely.

Important Notice: By continuing your order, you confirm your understanding and agreement to follow our policy. As a medicinal product, it is crucial to follow the correct procedure for handling faulty pens.

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Faulty Pen Investigation Process for Wegovy and Mounjaro

To ensure patient safety and product integrity, any faulty Wegovy pen or faulty Mounjaro pen must be thoroughly investigated to confirm the issue. Unfortunately, we cannot deviate from this policy. We understand that patients may feel frustrated and believe their medication should be refunded or replaced, but due to the medicinal nature of these products, it is imperative we follow the procedures outlined to maintain safety and compliance. We apologise for any inconvenience this may cause.

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Mounjaro Pen Issues: What to Do

If you are experiencing issues with your Mounjaro pen, the first step is to contact Lilly directly. Lilly is the manufacturer of Mounjaro, and they will assist with troubleshooting the pen over the phone.

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

Once you’ve spoken to Lilly, they will guide you through troubleshooting and advise on the next steps, including whether you need a replacement pen.

Important: For Mounjaro, you do not need to email us. Once Lilly has provided their guidance, please follow their instructions accordingly.

For a jammed Mounjaro pen, follow these instructions:

• How to Fix a Jammed Mounjaro Pen: Visit our step-by-step guide here.

This page provides a clear troubleshooting guide to help you resolve any issues with your Mounjaro pen quickly and efficiently.

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Wegovy Pen Issues: What to Do

For faulty Wegovy pens, please contact Novo Nordisk as they are the manufacturer of Wegovy. Novo’s support team will assist you with troubleshooting and provide the necessary instructions.

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

Inform them of the specific issue with your pen, and they will issue a reference number. Be sure to keep this reference number for your records.

Once you have the reference number from Novo, follow their instructions carefully. If they advise you to return the pen to us, please send the pen along with a letter that includes the following information:

• Your Click2Pharmacy order number
• A brief summary of the issue
• The Novo reference number

Click2Pharmacy Return Address:

• Click2Pharmacy
  33 Werneth Hall Rd,
  Oldham,
  OL8 4BB

We recommend tracked delivery to ensure we receive the pen safely.

Once we receive the pen and necessary details, we will assist you in resolving the issue.

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Step-by-Step Guide to Fixing a Jammed Wegovy Pen

If your Wegovy pen is jammed, follow these steps to resolve the issue:

1. Check the Pen: Ensure the pen hasn’t been exposed to extreme temperatures or physical damage.
2. Ensure Proper Needle Attachment: Verify that the needle is securely attached before using the pen.
3. Prime the Pen: Follow the product instructions to prime the pen properly.
4. Remove the Needle: Carefully remove the needle and inspect for blockages. If blocked, gently tap it to dislodge the obstruction.
5. Clean the Pen: Wipe any residue from the pen to prevent build-up affecting the mechanism.
6. Reattach the Needle: Reattach the needle securely and follow the priming instructions again to ensure proper medication flow.

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Acknowledgement of the Policy

By continuing with your pen replacement process, you confirm your understanding and agreement to follow the steps outlined in this policy. We appreciate your cooperation in helping us maintain a safe and effective service for all our patients. If you have any concerns, don’t hesitate to contact us at Hello@click2Pharmacy.co.uk.

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We understand how frustrating it can be to experience issues with your Wegovy or Mounjaro pens, and we appreciate your patience. Your safety is our top priority.