Delivery Information

Delivery Terms and Conditions

1. Final Sale Policy
1.1. Kindly note that we are unable to accept returns or exchanges of medication. All sales are final.

2. Pharmacy Fulfilment and Courier Service
2.1. Dispensing Pharmacies and Courier Provider
2.2. Weight Medics works in partnership with two registered UK pharmacies for the dispensing and fulfilment of prescriptions.
2.3. DOSE Pharmacy- 'Burlington Pharma'.
2.4. My Pharmacy Direct. 
2.5. Inspire Pharmacy.
2.6. All dispensing pharmacies use Royal Mail exclusively for the delivery of all medications supplied to Weight Medics patients.
2.7. The method of Royal Mail delivery used (tracked) depends on the type of medication prescribed and is outlined in the relevant sections below.
2.8.  Medication is dispatched only after clinical approval.

3. Temperature-Sensitive Deliveries
3.1. Information on what to do if your temperature-sensitive Mounjaro or Wegovy delivery is delayed in transit can be found in the FAQ section and here.

4. Requested Delivery Dates and Times
4.1. If you require medication to arrive on a specific date, please email our patient support team at [email protected], who will assist you where possible.
4.2. Customers are unable to request specific delivery times or delivery windows due to courier scheduling restrictions.

5. Public Holidays
5.1. Public holidays may affect estimated delivery dates.
5.2. For further information regarding dispensing and delivery times around public holidays, please speak with a member of our team.

6. Shipping Address and Proxies
6.1. To ensure a smooth delivery process, please specify your preferred shipping address at the time of payment.
6.2. This may be any UK address, including your workplace, home, or a trusted adult’s address.
6.3. Delivery addresses cannot be changed or updated mid-transit due to the prescribed nature of the medication.

7. Delivery Confirmation and Disputes
7.1. Once your delivery and shipping address, along with GPS coordinates, are confirmed, any disputes regarding delivery may not be handled directly by Weight Medics.
7.2. In the event of reported missing medication, we may be unable to resend to the same address if it is deemed “compromised.” In such cases, an alternative delivery address may be required.

8. Damaged Items and Refused Deliveries
8.1. Protective Packaging
At Weight Medics, we take additional precautions to help ensure that your treatment arrives safely. Medication will be supplied with protective outer packaging. These protective materials are designed to help absorb shocks and reduce the risk of damage during transit. The outer packaging may occasionally have superficial damage caused during courier handling.

8.2. Internal Packaging
It is relatively common for medication boxes to appear slightly dented or compressed. Superficial damage to any medication boxes does not necessarily mean that the medication has been damaged. The internal packaging, including any wool cool packaging, medication box, tub or pen, and tamper-evident seal, should not be damaged.

8.3. If You Receive a Damaged Item
If you believe that your medication, internal packaging or tamper-evident seal has been damaged:

• Contact the Weight Medics Customer Service team immediately.
• A video call inspection is required before we can assess or assist with any claim for damage, replacement or refund.
• Do not dispose of, open, use, tamper with or alter the medication, packaging, cool packs, tub, pen or seals before the video call inspection.
• Please take clear photographs or video of the perceived damage while the courier is still at the delivery address, where possible. We can then check this against Royal Mails own delivery images. 

8.4. Evidence Requirement
Photographic or video evidence, together with completion of a video call inspection with the Weight Medics team, is required for us to investigate a damage report. If this evidence is not provided, we may be unable to offer a replacement, refund or other resolution.

8.5. Most Deliveries
In most cases, damage is limited to the outer protective packaging. The internal protective packaging and medication remain protected and suitable for use, subject to assessment where a concern is reported.

9. Missed, Failed and Re-Delivery Fees
9.1. If a delivery fails due to incorrect address details, unavailability to receive the parcel, or circumstances beyond your control, you must contact us promptly to arrange re-delivery. Additional fees may be incurred, if incorrect details were provided.
9.2. If your parcel is suspected to be lost within the courier's network due to a delivery issue, please contact us once 72 hours have elapsed from the date of dispatch.
9.3. We can initiate a formal investigation with the courier once 7 days have passed from the intended delivery date, in accordance with their claims process.
9.4. To minimise any interruption to your treatment, we can arrange to send a replacement pen from day 7 at a reduced cost of £75 while the investigation is ongoing.
9.5. If the courier subsequently confirms that the original parcel was 'lost in transit' (a process that typically takes up to 30 days), we will issue a full refund of the £75 paid for the replacement pen.
9.6. Our priority is to ensure you can continue your treatment with as little disruption as possible while we work with the courier to resolve the issue.
9.7. By placing an order, you agree to these terms regarding missing deliveries.

10. Customer Responsibilities
10.1. It is your responsibility to ensure your delivery address, contact number, and any delivery instructions, safe place directions are accurate.
10.2. Any changes must be communicated at least 24 hours before dispatch to allow time for shipping labels to be updated and dispensing to commence.
10.3. Responsibility passes to you upon dispatch.

11. Dispatch Timeframes and Urgent Orders
11.1. While we aim to dispatch orders promptly, we do not offer a guaranteed next-day service due to the prescribing process, stock availability and courier schedules.
11.2. Delivery times start from prescription dispensed time-stamp.
11.3. We strive to deliver all medications within 72 hours from their dispensing date.
11.4. Dispensing cut-off times are 1:30pm, Monday to Friday.
11.5. If you require urgent medication, please contact us via email on [email protected]

12. Collection Option
12.1. Collection of medication is available from DOSE Pharmacy at Unit 217b, Mirror Works, 12 Marshgate Ln, London E15 2NH.
12.2. Collection times are 10am–3pm, Monday to Friday.
12.3. Photo ID is required for collection.
12.4. If someone is collecting on your behalf, they must bring ID and know your full name, date of birth, and address.

13. Mounjaro and Wegovy 7.2mg Deliveries
13.1. Royal Mail Delivery Service.
13.2. Your medication will be sent via Royal Mail using their 48-hour tracked delivery service.
13.3. You will receive tracking information from Royal Mail to monitor your delivery.

13.4. Wegovy, 0.25 mg, 0.5 mg, 1.0 mg, 1.7 mg and 2.4 mg
13.5 0.25 mg, 0.5 mg, 1.0 mg, 1.7 mg and 2.4 mg, will no longer be sent with ice packs but will be sent via Royal Mail tracked 24-hour delivery service. 
13.6. Manufacturer licence update information can be found here.

14. Safe Place Deliveries (Mounjaro and Wegovy only)
14.1. If you choose a safe place delivery, you authorise the courier to leave your parcel in the specified location without requiring a signature.
14.2. Information on Royal Mail 'how to select a safe place' on the Royal Mail app can be found here. Customers can also opt out of Royal Mail leave in safe place though the Royal Mail app.
14.3. Once delivered to this location, responsibility for the parcel passes to you, and Weight Medics is no longer liable for its safety.
14.4. Weight Medics is not responsible for parcels that go missing after delivery to a customer-authorised safe place.
14.5. In such cases, customers must file a claim directly with the courier.
14.6. If Royal Mail confirms delivery to a safe place and the item subsequently goes missing, Weight Medics cannot offer a replacement or refund. Information on Royal Mail safe place, can be found here.
14.7. If a pen is missing after confirmed delivery by Royal Mail and no safe place instructions were provided, Weight Medics will not issue a replacement or refund.
14.8. By placing an order, you agree to these terms regarding missing deliveries.

15. Tablet Medication Deliveries
15.1. Royal Mail Delivery Service.
15.2. Your medication will be sent via Royal Mail using their 48-hour signed for service.
15.3. Leave in safe place or with neighbour is not available on this service.
15.4. You will receive tracking information from Royal Mail to monitor your delivery.

16. Contact
16.1. If you have any further questions or require assistance, please do not hesitate to contact us.

17. Limitation of Liability – Events Beyond Our Control
17.1. Weight Medics shall not be liable for any delay, failure, or disruption in delivery caused by events beyond our reasonable control, including but not limited to courier delays or errors, adverse weather conditions, strikes, technical failures, or inaccurate delivery information provided by the customer.