Refund policy

1. RIGHT TO CANCEL AND REFUND (MEDICATIONS)

1.1 The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 – Part 3 - Right to cancel – Regulation 28 specifies exceptions to the right to cancel:

  1. —(1) This Part does not apply as regards the following—
  1. The supply of goods that are made to the consumer's specifications or are clearly personalised;
  2. The supply of goods that are liable to deteriorate or expire rapidly;

(3) The rights conferred by this Part cease to be available in the following circumstances—
  1. In the case of a contract for the supply of sealed goods that are not suitable for return due to health protection.

1.2 In light of the above and in view of the type of product and service offered on our Site, this exception applies and you have no right to cancel. We are however exercising our discretion and giving patients the right to cancel their order up to the point when their treatment is dispatched. The pharmacist must destroy any medication within 60 days of it being returned, even un-opened boxes, so we are not able to offer refunds once the treatment has been dispatched.

1.3 If you cancel this contract prior to the point of dispatch, we will reimburse you for all payments received from you in relation to the canceled order.

1.4 We will make the reimbursement without undue delay, and not later than 14 days after the day on which we are informed about your decision to cancel this contract.

1.5 We will make the reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise. You will not incur any fees as a result of the reimbursement.

1.6 If this contract is ended it will not affect our right to receive any money that you owe to us under this contract.

 

2. REFUND & REPLACEMENT POLICY (TESTING KITS)

2.1 We operate a strict no refund and returns policy for at-home testing kits.

2.2 You are liable for ensuring that your information is submitted correctly, as we cannot process any refunds as a result of incorrect shipping information or missing kit registration. 

2.3 We are not liable for any delays outside of our control such as delayed postage or delays from the laboratory. In addition, we are not liable for any tests that have been damaged or lost in the post. A replacement can be issued in certain cases.

2.4 If you have ordered a kit and informed us that you no longer wish to use our service within 14 days after the kit has been dispatched, yet your kit has not been opened and your barcode has not been registered, a refund will be given minus the £25.00 cost of the kit and postage fee. Your refund will be processed once your kit is returned back to our HQ office at Rightangled Ltd, 32 Galena Road, London W6 0LT, UK. The refund will be deposited back into the same bank account used when placing the order.

2.5 If a result cannot be produced for a biomarker in your DNA or blood test, we will cover the cost of a replacement test for that specific biomarker test and will have a replacement kit shipped to your address for a re-sample free of charge, for one time only (additional kits will be charged at £15 per test + standard shipment fees). If your sample has not been correctly taken or packaged on return to the lab, we are unable to provide a replacement.