You have up to 7 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 after your testing kit has been despatched, you will incur a charge of £10 including VAT. This charge covers the cost of the kit, which we are unable to re-use, and will be deducted from your refund.
To cancel your order, please contact our customer care team on 01623 572757 or use our contact form [here].
This cancellation right does not apply if:
- You have already had a sample taken at a clinic, laboratory, or at home as arranged by us.
- You have failed to attend a confirmed appointment for phlebotomy arranged in connection with your test.
- You have already sent your sample to the laboratory for analysis.
- The 7-day cancellation period has expired.
How your cancellation period works:
- Your legal right to cancel a Contract starts from the date you receive the Acceptance Confirmation (the date on which we email you to confirm our acceptance of your order).
- For any testing kit that has been despatched, your 7-day deadline for cancelling starts from when you receive the confirmation email that the kit has been sent.
To cancel a Contract, please submit your cancellation request [here], stating that you wish to cancel and your reason for cancellation. Alternatively, you may call our customer service team on 01623 572757. Your reason for cancellation will not affect your right to cancel the order.
If you send your cancellation request by email or via a support ticket, your cancellation is effective from the date you send it. For example, you will have given us notice in time if you send your email before midnight on the last day of the cancellation period.
Refunds:
If you cancel your Contract within the cancellation period and are entitled to a refund, we will refund you the price you paid for the Product(s) within 10 working days. Additional postage purchased is non-refundable.
Refunds will be made to the payment method used to pay, unless we agree to issue a gift card instead (gift card terms and conditions apply).
Nurse Home Visit Cancellation Charges:
- More than 48 hours’ notice: No charge
- Less than 48 hours’ notice: £30 charge
- Same-day cancellation or failure to attend: £55 charge
