CityDoc Refund Policy

When you email requesting a refund, please include your digital receipt for your payment as it will allow us to process the refund payment faster.

If you request a refund for a physical product:

  • Before the kit has been sent out to you, you will be refunded in full.
  • After the kit has been sent out to you (or you receive it), please return the UNUSED kit in the prepaid envelope included. You will then be refunded in full.

However, if you request a refund and you:

  • Do not return the UNUSED kit in the prepaid envelope, we will be unable to process a refund.
  • Receive the kit delivered to you, you have used it and already sent it to the lab, again we will be unable to process a refund.

Please be aware that refunds can take 7 – 10 working days to process.

If you request a refund for a digital product, e.g. Sexual Health Reservation Fee:

This must be requested 24 hours before the appointment takes place. If it is requested after that timeframe, it will not be processed.

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