Refund Policy

*Update 21st December 2020: Due to the recent announcement from the government for patients residing in Tier 4, we are now receiving an extremely high volume of refund requests. We are currently processing these, however, it may take up to 5-10 working days to respond to requests.*

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.


  • Cancelling the order and requesting a full refund.


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 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

If the testing kit you return is complete, unused and undamaged, we will give you a full refund. If the returned kit is incomplete, used or damaged in any way, you may incur a cancellation charge of £10 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; or
  • the 30-day cancellation period has expired.

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 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 despatched; or
  • within 7 Working Days of receiving the returned testing kits that have already been despatched.

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.

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 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

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