Refund policy

 

1. Introduction At Vitalova, we provide professional blood testing services. Because our service involves laboratory analysis and professional phlebotomy (blood collection), we operate a strict cancellation and refund policy.

This policy explains when you can cancel an order and when you may be eligible for a refund.

2. Cancellations You may cancel your order only before the blood sample has been collected.

  • If you cancel before your phlebotomy appointment, you will receive a full refund (minus any reasonable administration fee if applicable).
  • If you cancel after the blood sample has been collected, no refund will be issued. This is because the sample has already been processed or sent to the laboratory.

3. Refunds Refunds are only available in the following circumstances:

  • The laboratory makes an error and cannot provide your results.
  • We fail to deliver the service due to our own fault (e.g. no phlebotomist available on the agreed date).
  • You cancel your order before the blood sample is collected (as stated in Section 2).

Important: Blood test results and laboratory analysis are non-returnable and non-refundable once the sample has been collected. This is a service-based product, not a physical item.

4. Non-Returnable Services Due to the nature of our service, the following are not eligible for return or refund:

  • Blood samples that have already been collected
  • Laboratory analysis that has already been completed
  • Results that have already been issued
  • Custom “Build Your Own” panels once the order has been processed

5. Exceptions We may consider a refund in exceptional circumstances, such as:

  • Serious illness or bereavement (with supporting evidence)
  • Laboratory processing errors

All exception requests are assessed on a case-by-case basis.

6. How to Request a Cancellation or Refund To cancel an order or request a refund, please contact us as soon as possible:

We aim to respond to all cancellation and refund requests within 48 hours (excluding weekends and public holidays).

7. Processing Refunds If a refund is approved:

  • Refunds will be issued to the original payment method.
  • Refunds typically take 5–10 working days to appear in your account, depending on your bank or card provider.

8. Contact Us If you have any questions about this Cancellation and Refund Policy, please contact us at:

Email: support@vitalova.co.uk