Cancellations and refunds
SHIFT treatment ordering and treatment payments are not currently open. My Timber is free and does not require a medicine purchase or a paid subscription.
A payment you have already made
Contact SHIFT with your order reference, payment date and what you need help with. Do not include full card details. We need to identify the seller and transaction before confirming the applicable cancellation or refund route.
If treatment is declined
Before any future treatment checkout opens, it must state what happens to an authorisation or collected payment if the prescriber declines treatment, including any separately agreed assessment fee and refund timescale. Those arrangements are not yet a live service.
Cancelling an order
For an existing purchase, contact the seller named on your confirmation promptly. Cancellation options depend on what you bought and whether a service has started or goods have been supplied. Nothing on this page removes your statutory rights. Do not return medicines without instructions from the dispensing pharmacy.
Treatment ordering status and sale terms · Complaints
Make a payment query easier to resolve
Check the seller named on your order confirmation and the payment description on your statement. In your message, give the payment date, amount, order reference if available and whether you are asking to cancel, correct a charge or check a refund. Do not send a bank statement or card number through the general form.
Keep a dated copy of your cancellation request and ask the seller to confirm the order status, any amount being refunded and how you will recognise the refund. This does not mean your cancellation rights depend on the seller agreeing. SHIFT cannot promise another seller’s decision or processing time.