Refund and Returns Policy

If you’ve received a kit but no longer want to do your test or you forgot to cancel your subscription before a new kit was sent out, we'd be happy to refund you.

Please email to request a refund with details of your order, including:

  • the date it was placed 
  • your name 
  • and your order reference number

We’ll refund you for the cost of the test, minus the £7 cost of the physical kit. Please don’t send back your physical kit, as they are classed as medical equipment and can’t be reused —even if the kit hasn’t been opened. This is why we can’t refund the cost of the physical kit. 

If we receive your refund request after your blood sample has been processed by the laboratory, but before it has been uploaded to your account, we’ll refund you 10% of the test price (excluding £7 for the kit).

Unfortunately, we can’t process any refunds if your test results and GP report have been uploaded to your dashboard.  However, if your results are uploaded 14 days after your purchase, you can make a refund request which will be reviewed based on the circumstances.

We’re happy to accept requests for refunds up to 2 months after the initial transaction. 

We’ll reimburse you using the same means of payment as you used for the initial transaction, unless agreed otherwise (subject to satisfactory confirmation). 

For our full Customer Returns Policy see Clause 8 of our Testing Services Terms of Sale in our Terms and Conditions