Refunds & Returns Policy

1. Your statutory rights

Under the Consumer Contracts Regulations 2013, you have a 14-day cancellation right for goods bought at a distance. That right has carve-outs for personalised goods (Reg 28(1)(c)) and sealed hygiene goods (Reg 28(3)(b)), both of which apply to blood test kits, so the right to a refund depends on the state of your order. The Consumer Rights Act 2015 also gives you rights around faulty or misdescribed goods.

Where lab analysis or a clinic appointment has begun at your request, the cancellation right is waived under Reg 36, but supplier-side cancellation fees may still apply (see sections 6 and 7 below).

2. Cancellation before kit dispatch

If you change your mind before your kit ships, you can cancel the order in full and receive a refund to your original payment method. The quickest way is to open the order in your account (My Orders), then choose Cancel order. We will stop the kit, cancel your lab order, and start the refund automatically, with no email required.

Kits typically dispatch within 2 working days of payment. Once a kit has been dispatched, or your clinic appointment is within 24 hours, the Cancel order button will no longer appear, so please email support@praetor.health with your order number and we will help. Refunds typically appear in your account within 5 to 10 working days, depending on your bank.

3. Cancellation after kit dispatch

Each kit is personalised with your name and unique sample-tracking labels at the point of fulfilment. Because of that, dispatched kits cannot be returned for refund. They cannot be re-issued to anyone else. This is the personalised-goods exception under Consumer Contracts Regulations 2013, Reg 28(1)(c).

If you need to cancel, please contact us before your kit dispatches. After dispatch, the order is non-refundable except in the circumstances set out in sections 8 (damaged kits) and 9 (sample failures) below. If something is wrong with your order, please contact support@praetor.health and we will help. Your statutory rights under the Consumer Rights Act 2015, including any remedy for a kit that is faulty, damaged, or not as described, are unaffected.

4. Sealed-kit exception

Once the inner seal on the collection kit is broken, the kit becomes a sealed hygiene good under Consumer Contracts Regulations 2013, Reg 28(3)(b) and cannot be returned. Opened in-vitro diagnostic kits cannot be re-used or re-issued, for clinical safety reasons.

5. Cancellation once the sample is en route or at the lab

Once you have collected your sample and sent it back to the lab, the lab service has begun and the order is non-refundable. By accepting our terms at checkout you consent to the service starting immediately, which waives the cancellation right for services under Consumer Contracts Regulations 2013, Reg 36.

6. Nurse visit appointments

Nurse visits are arranged and carried out by our accredited lab partner, Inuvi. You can cancel or reschedule free of charge as long as Inuvi receives at least 48 hours' notice before your appointment. Inside the 48-hour window, Inuvi charges a fixed £35.00 did-not-attend / late-cancellation fee, which we pass through to you at cost. The same charge applies if the appointment is missed (no-show).

To reschedule or cancel, please contact Inuvi directly on 0118 467 0555, or use the contact details provided in your appointment confirmation email.

7. Clinic appointments

Clinic appointments (with our partner Goodbody Clinic) can be cancelled, or rescheduled once free of charge, up to 24 hours before your slot. On cancellation we release your slot, cancel your lab order, and refund the £45.00 clinic fee and the test fee. The £11.00 collection kit is non-refundable once it has been dispatched, as it is personalised to you with your name and sample-tracking labels (sections 3 and 4); if the kit has not yet been dispatched, your payment is refunded in full.

While your kit has not been dispatched you can cancel or reschedule from your account (My Orders). Once it has been dispatched, please contact support@praetor.health and we'll cancel the appointment and refund everything except the £11 kit. Inside the 24-hour window the clinic charges the full £45.00 visit fee as a did-not-attend / late-cancellation fee, which we pass through to you at cost, so please contact support@praetor.health rather than changing online.

Please remember that you will need your collection kit with you at your clinic appointment, as this is when your sample is taken. It is your responsibility to check that your kit has arrived before you attend and to bring it with you; without it the clinic cannot take your sample, and the visit counts as a did-not-attend. If your kit has not arrived in time, please reschedule before the 24-hour deadline so you are not charged the £45.00 fee, and contact support@praetor.health if it still has not arrived as the deadline approaches.

We're not able to change the collection method on an existing order. If you'd prefer a different method, cancel this order (free up to 24 hours before a clinic slot, as above) and place a new one with the method you'd like.

8. Damaged, lost, or defective kits

If your kit arrives damaged, has a missing component, or doesn't arrive at all, we will arrange a free replacement at no charge to you. Please email support@praetor.health with your order number and (for damaged kits) a photo of the issue. We aim to respond within 2 business days and have a replacement dispatched promptly.

Please report any issues as soon as possible, and within 14 days of the expected delivery date at the latest, so we can arrange a replacement with the lab.

9. Sample failures

Occasionally a sample reaches the lab but cannot be analysed (for example, an insufficient volume, a haemolysed sample, or a delayed return through the post). What happens next depends on how the sample was collected:

9.1 Nurse-drawn samples

If the issue is on the nurse's side (for example, an insufficient draw), our lab partner arranges a free repeat visit. There is no extra charge.

9.2 Home venous and saliva kits

We assess these case by case. If there's any indication of a kit issue or a delay in the postal return, we'll usually arrange a free replacement kit.

9.3 Home capillary sampling kits

If your first capillary sample fails, we'll send a replacement kit at no charge. If a second capillary sample fails, you can choose to upgrade to a venous draw at additional cost. The failed kits themselves are not refunded.

10. How to request a refund

Email support@praetor.health with your order number and a brief description of the issue. For damaged kits, please include a photo. We respond within 2 business days.

Approved refunds are issued to your original payment method and typically appear in your account within 5 to 10 working days, depending on your bank and Stripe's settlement times.

11. Related policies

This policy sits alongside our Terms of Service and Privacy Policy. If anything here is unclear or you'd like to discuss your specific situation, please get in touch.