Hi Shona,
Thank you for sharing your feedback; we always welcome the opportunity to improve our service and product range.
I can see that an email was sent by our clinical team on Friday 3rd December to provide further information regarding your order, I am sorry to hear that you did not receive this information.
I have looked into this further and your order was canceled and refunded on Friday 3rd December.
We would expect the pending funds being held by your provider to be returned within 5 working days.
On some occasions, we are unable to provide the requested treatment this is because we are unable to provide the additional face-to-face support your condition may require.
We have reached out to you directly to provide further assistance and guidance.
We look forward to hearing from you.
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