Refund & Cancellation Policy

01Your 14-day right to cancel

Under the Consumer Contracts Regulations 2013, you can cancel an online order within 14 days without giving a reason:

• Kits: within 14 days of the day after you receive the kit.
• Services (blood draws, clinic appointments, subscriptions): within 14 days of the day after we confirm your order.

We'll refund you within 14 days of you telling us (for kits, within 14 days of receiving the kit back or proof you've posted it), using your original payment method.

02When the right to cancel is limited

• Opened kits: collection kits are sealed for health protection and hygiene reasons. Once unsealed, they can't be returned.
• Services already started: if you asked us to start a service within the 14 days and then cancel, we'll deduct a proportionate amount for what's been done (for example, a completed home visit).
• Fully performed services: once your sample has been collected and sent for analysis, and you agreed to this starting within the cancellation period, you can't cancel that test for a refund.

03How to cancel

Use the cancel button in your Hub, email helpme@customercare.expert with your order number, or send the model form below. Returns of unopened kits are free using the label we send you.

04When something goes wrong on our side

Your rights under the Consumer Rights Act 2015 always apply. In particular:

• Damaged or faulty kit: tell us and we'll send a free replacement, or refund you.
• Wrong item: we'll send the correct test with a free returns label.
• Lost or delayed in the post: if your sample was posted on the day of collection using our packaging and is lost or arrives too late to test, we'll send a free replacement kit.
• Laboratory or handling error: a free retest or a full refund for that test.
• Service not provided with reasonable care and skill: we'll repeat it, or if that's not possible, give a price reduction or refund.

05Samples that can't be tested

With a home kit you collect your own sample, so its quality depends on how it's collected, packed and posted. A laboratory may be unable to test a sample that is haemolysed (red cells broken down, often from squeezing the finger), insufficient, clotted, unlabelled or mislabelled, collected with an expired kit, or posted late.

If this happens, we'll tell you why and offer you one replacement kit free of charge for that order [confirm commercial position]. If a second sample also can't be tested, we'll offer a home visit or clinic appointment at a reduced price, or a refund of the laboratory fee. To give your sample the best chance, warm your hands first, let blood drop freely, fill to the line and post it the same day, Monday to Thursday.

06Home visits and clinic appointments

• Reschedule or cancel free of charge up to 24 hours before your window.
• Changes within 24 hours, or a missed appointment, may incur a fee of [£amount], which reflects our reasonable costs. We'll try to rearrange once.
• If we cancel, or a sample can't be taken after two attempts, we'll offer a new appointment at no extra visit fee or a full refund of the visit fee.
• Unused clinic bookings can be cancelled for a full refund before they expire.

07Subscriptions

You can cancel a subscription at any time in your Hub. Cancellation stops future renewals and kits straight away. You'll be refunded for any future tests already paid for but not yet dispatched. Tests already carried out aren't refunded. A new subscription also has the 14-day cancellation right described above.

08How refunds are paid

Refunds go to your original payment method, normally within 5 to 10 working days of approval and always within the legal time limits. If you've claimed from an insurer or health cash plan, please tell them about any refund.

09Questions and complaints

Email helpme@customercare.expert with your order number. We'll reply within 2 working days. If you're unhappy with the outcome, see the complaints section of our Terms & Conditions.