Juniper's refunds, returns, and exchanges policy is set out in our Terms and Conditions.
If you believe you have a faulty pen or prescription product, you may be eligible for a refund from our Partner Pharmacy, which Juniper can help facilitate.
Faulty Injection Pens
If you believe your injection pen is faulty, please complete our Faulty Product Form here to help us assess your product and provide you with the right support. In this form, you'll be asked to provide:
- A clear picture demonstrating the fault (e.g., device not priming, leaking, broken mechanism)
- Detailed description of the issue
- Information on the batch number and expiry date (found on the packaging)
- Confirmation of how the product was stored and handled
Our team will then assess the problem and come back to you with advice or a proposed solution.
In some cases, faulty products may also need to be returned to the Pharmacy for further investigation.
Please note that you have rights under the Australian Consumer Law that are not affected by Juniper's policies.
Urgent issues
If your issue is urgent (e.g., you are left without essential medication), please contact our support team for assistance.
If you need further help, please reach out to our support team here.