Cancellations, returns and refunds

When you order, we place a hold on your card. You’re only charged if your clinician approves your treatment. If they don’t, the hold is released and you’re not charged.

Once a medicine has been dispatched, it can’t be returned or refunded, except where it’s faulty or wrong. This is for health and safety reasons, which UK consumer law allows for medicines.

You can cancel future orders at any time before the next payment.

Cancelling your plan, and your right to change your mind

You can cancel your plan at any time from your account. Once cancelled, it stops: you will not be charged again and no further boxes are sent. You can cancel future orders at any time before the next payment. A box you have already paid for is still sent.

Once a medicine has been dispatched, it can’t be returned or refunded, except where it’s faulty or wrong. This is for health and safety reasons, which UK consumer law allows for medicines. The pharmacy prepares and labels the medicine for you individually, and it cannot be reused for anyone else. Your rights if something is faulty, damaged or wrongly supplied are not affected — see If something goes wrong.

A cancelled plan cannot be restarted; if you want treatment again, you can start a new assessment at any time.

Your statutory rights. For most things bought online, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days to change your mind. Medicines supplied on prescription are different, and the Regulations say so: the right to cancel does not apply to a contract for the supply of a medicine under a prescription (regulation 27(2)(a)).

We cannot accept returns of medicines except where they are faulty or we sent the wrong item. If you have medicines you no longer need, take them to any pharmacy for safe disposal rather than putting them in your bin.

Refunds

Prices are shown before you submit your assessment and include VAT where it applies. We show the total price, before you pay. Standard delivery is free.

Your treatment is a plan paid at the interval of your plan: monthly, every 3 months or every 6 months. When you order, we place a hold on your card. You’re only charged if your clinician approves your treatment. If they don’t, the hold is released and you’re not charged. After that, each payment is taken at your plan’s interval from the card you gave us, on the date shown in your account. We remind you a few days before each payment. Payments are processed securely by our payment provider; we do not store your full card details. If we change our prices, the change applies to new plans only: the price shown when you submit your assessment is the price for your course.

Once a medicine has been dispatched, it can’t be returned or refunded, except where it’s faulty or wrong. This is for health and safety reasons, which UK consumer law allows for medicines.

You can cancel future orders at any time before the next payment.

If something goes wrong

Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality and fit for purpose, and services must be carried out with reasonable care and skill.

If your medicine is faulty, damaged, not as described or not what was prescribed, do not use it and contact hello@manova.co. We will arrange a replacement or refund as the law requires, and we will pay any return costs.

No medicine works for everyone. Treatment not working as you hoped does not by itself mean it is faulty, but please tell us, as a clinician may be able to review it.

Questions about a return or refund

These are taken from our terms and conditions, which apply to every order. Questions: hello@manova.co, 8am to 8pm, Monday to Sunday.