Can I get a refund? – manual

It depends what you paid for, so the rules are set out separately below. If you are not sure which applies to you, email us and we will check your account and tell you what has happened.

Blood tests

If you change your mind, we can refund a blood test within three hours of you placing the order. After that we are not able to refund it.
Once a clinic or nurse appointment is booked for a venous test, we are not able to refund it.
If you cannot complete the test because of a medical condition, we will refund it. Please tell us and we will sort it out.
If an unused kit is returned to the laboratory, we will refund the cost of the test.
If you struggled with the finger-prick test and move to a venous test, we will refund your original finger-prick test once you have booked the venous one.

If your test failed twice, or your kit did not arrive twice

We offer a money back guarantee on the initial blood test. If your initial test failed twice, or your kit did not arrive twice, within 90 days of ordering, you can claim your money back. Please contact us and we will look at your account.

Medication

We are not able to cancel or refund prescription medication once it has been dispensed and dispatched. This is a safety rule rather than a commercial one: medication that has left the pharmacy cannot be reused, even unopened. Prescription medicines are also exempt from the Consumer Protection (Distance Selling) Regulations 2000, and our Terms of Sale do not provide refunds for orders that have already been dispatched.

If you contact us on the same day your order is generated, we will try to stop it before it leaves the pharmacy. We cannot guarantee that we will catch it in time, and we will tell you straight away either way.

You can send unwanted medication back to us for safe disposal, or take it to a pharmacy or a medication disposal bin. Returning it does not change the refund position.

Subscription payments

"I think I have been charged twice." Most of the time this is a pending payment rather than a second charge. Your bank has ring-fenced the money rather than taken it, and it is released on its own if the order is cancelled. If it is still showing after a few days, let us know.

If you have been paying and receiving nothing — no medication, no blood tests and no doctor consultations — we will refund the excess. You should not be charged beyond the three months your most recent batch of medication covers. Email us with the date of the payment and we will review your account and payment history.

What we are not able to refund

A private venesection. You book and pay the provider directly, so the payment does not come to us and we cannot refund it.
Your blood test if you are under 30 and the doctor concludes TRT is not appropriate for you. This is worth knowing before you order, and it is explained in How do I know if I'm eligible?

How to ask

Email us at trt@manual.co with the date of the payment and what you expected to receive. We will check your account, tell you exactly what has happened, and put it right where a refund is due.