Refund and Returns Policy

CANCELLATIONS AND REFUNDS

1. To cancel your order, you have to send us a cancellation request clearly stating your wish to cancel and the reason for it, to the following email address: hello@uklabs.co.uk. Your cancellation is effective from midnight of the day that the request was sent. Your reason for cancellation will not affect your right to cancel the order. Your legal right to cancel an order starts from the date you receive the acceptance confirmation of Order.
2. You have the right to cancel the Services contract in the following scenarios, and subject to the conditions in these Sussex Pathology Terms.
3. You may cancel your order for a self-testing kit at any time before a kit has been dispatched to you or picked up by you from one of our stores and receive a full refund. After we receive your cancellation request, the refund will be processed within 10 business days.
4. Once your self-testing kit has been dispatched to you or picked up by you in one of our pick-up or drop-off stores, you have the legal right to cancel it for up to 14 days from the date of dispatch by courier or from the date you pick your self-testing kit up in one of our pick-up or drop-off stores. You will have to return your self-testing kit in unused condition and in its original package to the address below at your cost. Sussex Pathology Limited, Coachmans Drive, Crawley, RH11 9AQ, UK. Alternatively, you can return your self-testing kit in unused condition and in its original package to one of our drop-off stores. Provided that the self-testing kit is returned to us in unused and undamaged condition and includes your name, address, and order number,we will refund you the full price for the Product(s) less a £10 administration fee. The refund will be made within 10 working days of us receiving your kit back.
5. You can cancel your order if your self-testing kit is faulty or misdescribed, and we will refund the price of the Services in full.
6. For appointment bookings in our Walk-In Clinic(s) and home/office visits the following cancellation rights apply:

• If you cancel up to 48 hours before your appointment time, a full refund will be made to you.
• If you cancel within 48 hours of your appointment, we will refund the full price of the product(s), less a £30 administration fee.
• If you cancel within 24 hours, we will refund the full purchase price less a £50 administration fee.

       7. We will reimburse you using the same means of payment as you used for the initial transaction, unless you expressly agree otherwise.

       8. This cancellation right does not apply if:

• you have already sent your sample to the laboratory for analysis via courier or dropped it off at our site.
• if your sample is delayed or lost in the post or did not arrive to our Laboratory, however we will provide a free  replacement self-testing kit.
• you have already had a sample taken at Walk-In clinic or at home/office.
• you failed to show up for a scheduled phlebotomy appointment at the Walk-In Clinic, at home, or at the office.
• the tests that have already been taken or processed by our Laboratory.
• if you do not supply us with a correctly completed label form and we are unable to process your sample, however we may, on our discretion, send you a free replacement kit.
• 14 days cancellation period has expired.
• if any of your results are unclear, invalid, rejected, or inconclusive. 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, arrange an appointment for a repeat sample to be obtained, or issue you a refund (at our discretion).