How to Handle Damaged, Broken, or Leaking Medication Vials and Understand Replacement or Refund Policies
If you receive a damaged, broken, or leaking medication vial, Fridays offers various options for refunds or replacements depending on your specific circumstance. The processes are outlined in detail below to help you address any issue effectively.
Replacement for Damaged, Broken, or Leaking Vials
When it comes to replacements, the steps depend on the type of issue with your medication. Follow the appropriate instructions:
Replacements for Defective or Leaking Vials
If your medication vial was defective or leaking, you can follow the steps below:
Notify Fridays Support immediately by providing clear photos of the issue along with relevant details such as the lot number and prescription script code.
The pharmacy or compound team will review your case and may request the return of the defective vial. A return label will be provided to facilitate this process.
Once the review is complete, you will not be charged for the replacement.
Note: Ensure prompt responses to any follow-ups from the pharmacy or compound team to avoid delays.
Replacements for Broken Vials
For broken vials due to accidents:
Notify Fridays Support through the patient portal by sharing pictures and a description of the issue.
Broken vials typically require a replacement fee which may vary.
For all replacement requests, Fridays aims to process pharmacy reviews within 2–3 business days.
Policies on Refunds for Damaged or Lost Vials
Refund eligibility depends on the prescription status and reason for the issue:
Refunds for Processed Orders: For medication orders already delivered, refunds may not be applicable due to pharmacy policies. Unopened and unused medications cannot be returned for refunds.
Refunds for Defective Medication: Refund requests are reviewed on a case-by-case basis. Users are encouraged to submit evidence of product defects for free replacements instead.
Special Circumstances: If pharmacies experience constraints like manufacturing or regulatory discontinuations, customers may inquire about refund eligibility. Check via customer support for specific cases.
Visit the patient portal at https://app.joinfridays.com/home for more support.
Related Topics
Guidelines for Handling Refrigerated or Temperature-Sensitive Medication
What to Do If Your Medication Was Frozen
Customer Support for Urgent Medication Issues
Following these steps ensures the timely and efficient handling of damaged or defective medication vials.