Refund Policy

Your Statutory Right

You have a statutory right to cancel your order for a period of 14 days, starting from the day you placed your order on our website. This right applies regardless of whether you have a reason for the cancellation.

Expiry of the Window

Once the 14-day window has closed, we are legally and operationally unable to process a refund, as the diagnostic service availability has been allocated to you.

A. Cancellation BEFORE Dispatch — Full Refund

If you notify us before your kit has left our fulfilment centre, you will receive 100% of the total order value including product cost, standard shipping, and any premium shipping upgrades.

B. Cancellation AFTER Dispatch — £10 Administration Fee

If you notify us within your 14-day window but the kit has already been handed to our courier, a flat fee of £10.00 (including VAT) will be deducted from your refund. This covers the cost of the physical medical components, sterile packaging, assembly labour, and outward postage. You do not need to mail the kit back to us. Any premium or Express shipping costs paid at checkout are non-refundable once dispatched.

Seal Breach

You have opened the sterile components of the kit.

Sample Submission

You have collected your sample and posted it to our laboratory.

Lab Analysis Begun

The laboratory has received your sample and begun clinical analysis. At this stage, the professional service you purchased has been fully rendered.

By Phone

Call 01158 820 038. Please have your order number (beginning with #M...) ready.

By Email

Send your request to sales@meditestdirect.co.uk with subject line "CANCELLATION: [Your Order Number]".

By Web Form

Submit a request through our Contact Page. Your cancellation is considered "received" at the time the email is sent or the phone call is logged.

Timeline

We aim to process all approved refunds within 10 working days. Please allow an additional 3–5 working days for your bank or credit card provider to show the funds in your account.

Payment Method Timelines

Credit/debit cards: 5–10 working days. PayPal: 3–5 working days. Apple Pay / Google Pay: 5–10 working days. Klarna: please refer to Klarna directly as timelines may vary.

Method

All refunds must be issued to the original payment method. We cannot issue a refund to a different card or bank account. If you used a gift card for the purchase, the refund will be credited back to a gift card.

What Counts as a Failed Sample?

In rare cases, the lab may be unable to process a sample — for example if the blood clotted or the volume was insufficient. This is not considered a "service failure" but a part of the clinical process.

Our Resolution

In these instances, we typically offer a replacement kit at a significantly discounted rate rather than a refund for the original service.

14-Day Cancellation Right

You have the right to cancel most online orders within 14 days of placing your order under the Consumer Contracts Regulations 2013.

Hygiene Exemption

The right to cancel may not apply to sealed goods that have been unsealed and cannot be returned for health protection or hygiene reasons — this applies to opened medical test kits.

Need to Escalate?

If you are unsure of your rights or wish to escalate a complaint, you can contact the Citizens Advice Bureau or the Trading Standards Service.