Refund and Cancellations Policy
Please take a moment to read our full Terms and Conditions as this is just a subsection of the full Terms.
To cancel your order, please follow the “Refund Order” link included within your order confirmation or send us an email stating that you wish to cancel and the reason for the cancellation, together with your name, contact details, order number and amount to be refunded. You may also use the model cancellation form in the Schedule to these Terms (see below). Please email your cancellation request to firstname.lastname@example.org. Please note, we can only process refund requests submitted via email, not by phone, so please do not call us. Your reason for cancellation will not affect your right to cancel the order. Our team will then process your request for you upon receipt.
If you send us your cancellation request by email or via the refund link, then your cancellation is effective from midnight of the day that the request was sent.
Where you have ordered Services including the delivery of a testing kit by post or by courier, you may cancel your order at any time before the testing kit has been dispatched to you.
Once your testing kit has been despatched (which forms part of our Services), you have up to 14 days to cancel the order.
You must return the testing kit if we have sent one to you to the address below at your cost:
London Medical Laboratory
2 Pensbury Street
Provided that the testing kit being returned is complete (including return postage envelope), unused, undamaged and includes your name, address and order number, then you will receive:
- a full refund if you cancelled your order prior to the testing kit being despatched; or
- a full refund less a £10 administration fee if you cancelled your order within 14 days of despatch.
If the returned kit is incomplete, used or damaged in any way, you may incur an additional cancellation charge to cover the cost of the kit. This charge will be deducted from the total amount refunded to you. If you have ordered Services including the delivery of a testing kit by courier, then once your testing kit has been dispatched you shall not be entitled to a refund in respect of the cost of the courier.
This cancellation right does not apply if:
- you have already sent your sample to the laboratory for analysis; or
- the 14-day cancellation period has expired.
Your legal right to cancel an order starts from the date you receive the acceptance confirmation (the date on which we email you to confirm our acceptance of your order). Your 14-day deadline for cancelling the order in relation to any testing kit that has been dispatched starts from when you receive the confirmation email that the testing kit has been dispatched or from the day which you requested the dispatch.
If you cancel your order within the cancellation period and you are entitled to a refund we will refund you the price you paid for the Services less any deductions referred to above:
- within 10 working days of receiving a cancellation request if your request is received in relation to testing kits that have not yet been dispatched to you; or
- within 10 working days of receiving the returned testing kit(s)[ that have already been dispatched to you.
If you have returned the testing kit to us within the cancellation period because they are faulty or misdescribed, we will refund the price of the Services in full.
We can only refund you on the credit card or debit card used by you to pay.
For all appointment bookings, including on-site appointments and home/office visits, you can cancel for free up to 48 hours before your appointment time. If you cancel within 48 hours of the appointment time, then 50% of the appointment fee will be refunded and if you cancel less than 24 hours before the appointment time then the appointment fee cannot be refunded. The deduction shall reflect our administrative costs of providing the Services ahead of the appointment. This includes appointments where the appointment fee is already included. You will receive a full refund for the cost of the test, less any deductions, on the credit card or debit card used by you to pay.
Rejected, invalid, unclear or inconclusive results
Occasionally the laboratory is unable to test samples sent to them at all or in some cases one or two biomarkers (i.e. analytes) may be unable to be tested. For example: this may be because the amount collected is insufficient for full analysis or the sample has deteriorated, clotted, haemolysed (where red blood cells damaged during the sample collection process leak their contents into the surrounding plasma) or the sample has leaked in transit. For RNA or DNA swab tests this may be due to genetic degradation or inhibitors being present in the sample resulting in an inconclusive result.
If the laboratory cannot analyse the requested test or blood profile in its entirety, we will either (at our discretion) send you another testing kit free of charge or issue you with a refund. Please note that if you have requested a blood test and one or two biomarkers are unable to be tested, we will try our best to send you a replacement kit for those particular biomarkers. We are unable to provide a partial refund for invalid or rejected biomarker(s) unless the entire profile cannot be tested.
This shall be the extent of our liability to you if we are unable to perform a test you have ordered. Refunds will be processed within 10 (ten) working days. You shall not be entitled to a retest or a refund if the reason we are unable to perform a test is due to your failure to comply with our Terms and Conditions.
We cannot provide a refund if your sample is delayed or lost in the post, does not reach our laboratory or if you do not supply us with a correctly completed test request form and we are unable to process your sample. We cannot refund tests that have already been taken or processed.
Schedule 1: Model Cancellation Form
(Complete and return this form only if you wish to withdraw from the contract)
To London Medical Laboratory Limited
I hereby give notice that I cancel my contract for the supply of the following service [*], ordered on [*], with order number [*].
Name of consumer(s):
Address of consumer(s):
Reason for cancellation:
Signature of consumer(s) (only if this form is notified on paper),
[*] Insert details as appropriate