If you would like to stop receiving orders and stop payments from being taken, you can indefinitely pause your subscription in your Numan account.

1. Log into your Numan account

2. Select the subscription you would like to stop

3. Scroll to the bottom and press the 'Suspend treatment' button and follow the steps

Please note: Once we've dispensed a medication, it can't be returned or reused due to safety regulations. Unfortunately, this means we can't refund you once your order has been dispatched.

You can update your payment or card details anytime through your Numan account. Follow the steps below:

1. Log in to your Numan account.

2. Select the treatment you’d like to update the payment details for.

3. Click Edit next to your current payment method.

4. Enter your new card details and click Save.

5. A £0 verification transaction will be triggered on the new card.

6. Approve this £0 transaction in your mobile banking app.

7. Once approved, your new payment details will be saved and active.

Note:
If you’re subscribed to multiple treatments, you’ll need to update the payment method for each one individually.

For our weight loss treatments:

1. Log in to your Numan account

2. Select 'Unpause' next to your treatment

3. You will need to answer some questions for our clinicians to review

Once you have submitted your answers, they will be reviewed by our clinical team within 3 working days. This process is to ensure we are providing you an appropriate and safe dose.

Once your treatment is unpaused, you will be charged the following day and your order will be dispatched.
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For all other treatments:

1. Log in to your Numan account

2. Select 'Unpause' next to your treatment
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Once your treatment is unpaused, you will be charged the following day and your order will be dispatched.

Typically, your prescription is valid for 12 months. After 12 months, if you would like to continue treatment, you will need to provide some information for our clinicians to review.

To do so:

1. Log into your Numan account

2. Select the 'Renew' button beside the expired treatment

3. Fill in and submit the questionnaire

Your response will be sent to our clinical team to review. We will respond to your prescription request with either a decision or a request for further info within 24 hrs

Your account must be confirmed before you can reset your password.

When you created your account you received an email with the subject line “Confirm your Numan account”.

Once you have confirmed your account you can reset your password. If you've forgotten your password, you can reset it by clicking here, and follow the on screen instructions. If you don't receive an email within a couple of minutes, please check your spam or junk folder.

If you're still unable to access your account, one of our Customer Care team members will be able to help.

If your refund was for the full amount and was issued within 3 days of the charge date, a refund will not appear on your bank statement. Instead, the charge will be removed from your statement. Check to see if the charge still appears on your statement.

If it has been more than 7 days, the charge still appears and you have not received a refund, contact our Customer Care team and they will assist you.