Refund Policy

Please take a moment to read this important information and ensure you understand and agree to the conditions as outlined here.

Blood tests are for information purposes only and are never a substitute for seeing a doctor – particularly if you have any symptoms. We provide your results and reference ranges only and do not provide any comments on how to interpret your blood results.

Blood tests must never be relied on to provide a diagnosis or start treatment without the advice of a doctor. It is your responsibility to follow up on any of your results with an appropriate health professional.

A link to your results will be sent to the email address you have provided as soon as they are available,

In order to fulfil our turnaround time assurances, we are dependent on Royal Mail to get it to us the day after you post it to us. We cannot be held responsible if your sample does not get to our partner laboratory and no refunds will be given for results being delayed beyond the next day for any reason beyond our control, or the sample being lost by Royal Mail. If we do not receive your sample please let us know and we will send you another kit free of charge. We do not refund the costs of kits that are not received in our laboratory.

You do need to send us your sample on the day that you take it otherwise the sample will likely degrade and not be able to be tested.

Occasionally the laboratory is unable to test samples because the sample is too small, or it has deteriorated, clotted or haemolysed. If this happens, we will get in touch by email or phone to give you the option of: 

  • Sending you another kit free of charge.

Or:

  • Cancelling the order and requesting a full refund.

Cancellations

You may cancel your order at any time before a sample collection kit has been dispatched to you and receive a full refund.

Once your postal testing kit has been dispatched, you have up to 30 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
Unit 1, 2 Pensbury Street
London
SW8 4TJ

If the testing kit you return is complete, unused, undamaged and includes your name, address and order number then we will give you a refund minus a £10 administration fee. 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.

This cancellation right does not apply if:

  • you have already sent your sample to the laboratory for analysis;
  • the 30-day cancellation period has expired; or
  • your test is a Day 2 and/or 8 International arrival (see policy below).

Your legal right to cancel a Contract starts from the date you receive the acceptance confirmation (the date on which we e-mail you to confirm our acceptance of your order). Your 30-day deadline for cancelling the Contract 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.

To cancel a Contract, please send us an email stating that you wish to cancel and the reason for the cancellation. Please email your cancellation request to info@londonmedicallaboratory.co.uk. Alternatively, you may call our customer service team on 020 71833718 to arrange the cancellation. Your reason for cancellation will not affect your right to cancel the order.

If you send us your cancellation request by e-mail, then your cancellation is effective from the date you send us the e-mail. For example, you will have given us notice in time as long as you send your email before midnight on the last day of the cancellation period.

If you cancel your Contract within the cancellation period and you are entitled to a refund we will refund you the price you paid for the Product(s):

  • within 7 working days of receiving a cancellation request if your request is received in relation to testing kits that have not yet been dispatched; or
  • within 7 working days of receiving the returned testing kits that have already been dispatched.

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 products in full.

We can only refund you on the credit card or debit card used by you to pay.

Appointment bookings

For all appointment bookings you can cancel for free up to 48 hours from the appointment time, if within 48 hours then 50% of the £30 appointment administration fee will be refunded. If less than 24 hours before your appointment then the appointment administration fee can not be refunded. This includes appointments where the appointment fee (£30) is already included, such as the Same Day PCR test. You will receive a full refund for the cost of the test on the credit card or debit card used by you to pay.

Day 2 and/or 8 International Arrivals

We will provide full refunds on Day 2 and 8 International Arrivals tests if you contact us before your date of entry to the UK. To cancel a Contract, please send us an email stating that you wish to cancel and the reason for the cancellation (please see above for contact details). If you have received a kit by post then we will only consider a refund on us receiving the kit back to our laboratory minus a £10 administration fee. 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.

Please note that the UK Government rules state: "If an international arrival requests a refund for their Day 2 and 8 tests after they have entered England where there is no issue with the testing service, they may be committing a criminal offence by refusing to take the supplied tests in accordance with the law. Therefore, we would suggest there is no legal obligation for your organisation to provide a refund in these circumstances." Refunds are at our discretion.

We cannot provide a refund if your Day 8 test is not completed and/or if you test positive on Day 2. 

We cannot provide a refund if your sample is rejected by the laboratory, or if your result is unclear or inconclusive. In these cases we will provide a free of charge replacement test. We cannot provide a refund if your sample is 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.

Refund Process

To formally request a refund, please email your written request and the reason for cancellation, along with your name, contact details, order number and amount to be refunded to info@londonmedicallaboratory.co.uk. Our team will then process your request for you. Please note, we can only process refund requests submitted via email, not by phone.

We can only refund you on the credit card or debit card you used to pay.

If you have any other questions regarding our refund policy, please call 020 7183 3718 or email info@londonmedicallaboratory.co.uk.

We are proud to have provided services to the following clients:

Avalon
Christies
Eurostar
Gucci
Harrods
ITV
Lego
Sky