Med Express want pic of pen which arrived at room temp

[MJQuestion]

I had a pen arrive at room temperature with the packs fully melted. I’ve complained to Med Express who initially tried to fob me off with the it’s ok for 30 days. Explained that I had ordered ahead to ensure supply.

Now they are asking for a photo of the pen with the cap removed so they can check for particles, cloudiness, or any abnormalities in the medication.

Can anyone advise if this is a legit course of action or are they trying to dodge a refund? thanks in advance.

I found one of mine in a hedge, it had been there for a week, stupid delivery guy didn't understand what deliver to neighbour meant.
It was fine, used without ill effect.

No, they are trying to dodge their responsibilities. It doesn't matter if there are any visible abnormalities, if the pen was warmer than 8 degrees then they have failed in their delivery responsibilities. The pharmacy is not allowed to use any of the 30 day allowance in the delivery process, as that applies to used pens only.

Have a look at this article from Eli Lilly the manufacturer:

https://medical.lilly.com/uk/products/answers/how-should-the-mounjaro-tirzepatide-kwikpen-be-stored-217607

This is the relevant bit "How should wholesalers, HCPs and pharmacies store Mounjaro KwikPen?
During shipping and storing by wholesalers, health care professionals (HCPs) and pharmacies, Mounjaro must be kept between 2°C and 8°C.3
The 30-day room temperature exposure allowance refers to the used pen, and wholesalers, distribution Centers, HCPs and pharmacies cannot use any part of this allowance.2"

Along with the link @SilenceInside has shared, assuming there was no delay in accepting delivery that was your fault, I would show willingness to work with them and provide the information they request, but also challenge them that cloudy/particles will prove there is a problem with the pen, BUT clear medication does not guarantee there isn't.

There is the https://tempex.lilly.com/uk/ tool which might help with further information based on your order/pen.

If you exhaust discussions with them tell them you are still concerned and will complain to ask the GPhC for independent advice including factually what has happened and what you have been told to do as you believe it contradicts Eli Lilly advice and see if they respond to that.

If they do not respond to your satisfaction you can report them to the GPhC. They will take it seriously, at the very least it will show during MedExp next inspection.

You definitely have the right to reject. If they will not refund then start a cash back.
I have had warmed pens. Might as well have used water. You have literally no idea what temperature it has reached in transit and as a peptide, it will be heat labile.

It is way too expensive for them to be allowed to mess you around.

Thank you all. This is really useful info.