We're really sorry to hear your medication pen may be faulty. If you've encountered an issue with your Mounjaro® or Wegovy® pen, please follow the steps below to ensure the problem is investigated properly and you're able to continue treatment:
🛠️ Contact the Manufacturer for Investigation & Replacement
Please report the fault directly to the manufacturer. They will investigate the issue and may offer a free replacement pen or refund as appropriate once their investigation is complete.
- Mounjaro® (tirzepatide) – Eli Lilly: Call 01256 315000
- Wegovy® (semaglutide) – Novo Nordisk: Call 0800 023 2573
Be ready to provide the batch number from your pen — this is usually printed on the label and is required for their investigation.
🚫 Can Lotus Offer a Refund?
Unfortunately, Lotus is unable to offer refunds for faulty pens. All product faults must be investigated directly by the manufacturer. Once they have reviewed your case and deemed it appropriate, they will arrange a refund or replacement for you directly.
📦 Need to Continue Treatment?
If your pen is faulty and you still need to take your next dose, you can reorder a replacement via your Lotus account by logging in at account.lotusweightloss.co.uk.
⚠️ Report to the Yellow Card Scheme
We also strongly encourage you to report the faulty pen to the MHRA Yellow Card Scheme, which monitors medicine and medical device safety in the UK.