Refund policy

Before Using The Kit

 

Please activate your kit before collecting your sample. Failure to activate your kit may prevent the laboratory from analysing your sample, and a new sample may be required. In this instance you will be charged for a new sample collection kit and a lab administration charge in order to complete your test.

 

Cancellation/Refunds

You have up to 14 days to cancel your order from the date of order.

If you cancel your order within the cancellation period before your testing kit has been despatched, you are entitled to a full refund.

If you cancel your order within the cancellation period and your testing kit has been despatched, you will incur a charge of £6 including VAT. This charge covers the cost of the kit, which we are unable to re-use, and will be deducted from your refund.

This cancellation right does not apply if:

· you have already activated your testing kit; or

· you have already sent your sample to the laboratory for analysis; or

· the 14-day cancellation period has expired.

Your legal right to cancel a Contract starts from the date you receive the Acceptance Confirmation (the date on which we e-mail you to confirm our acceptance of your order).

To cancel a Contract, please submit your cancellation request here stating that you wish to cancel and the reason for the cancellation. Alternatively, you may contact our Patient Support Team to arrange the cancellation. Your reason for cancellation will not affect your right to cancel the order.

If you send us your cancellation request by e-mail or support ticket, then your cancellation is effective from the date you send us the e-mail. For example, you will have given us notice in time as long as you send your email before midnight on the last day of the cancellation period.

If you cancel your Contract within the cancellation period and you are entitled to a refund, we will refund you the price you paid for the Product(s) within 10 Working Days less any applicable fees as above. Additional postage purchased is non-refundable if the testing kit has been despatched.

We will refund you to the payment method used by you to pay. If that payment method is unavailable, we will offer you a gift card as an alternative.

Gift card terms and conditions apply.

 

Failed Tests

For failed tests, we will offer a complimentary retest.

With our retests, we will perform a retest for the markers missing. On most occasions, this will be either a full retest of the profile purchased or a smaller profile to capture the missing markers.

We will usually be able to tell you what went wrong with the original sample and give you some helpful tips for your second sample.

With finger pricks, there will be an option to upgrade to a venous sample collection in the event this fails twice. If you wish to upgrade you can visit one of our Parent Company Medichecks, partner clinics for £35 or have a nurse home visit for £59, please speak to our Patient Support Team.