Returns and Cancellations

The short version

This page covers two different things: changing your mind, and something going wrong. They work differently, so we have separated them.

Changing your mind

You have a legal right to cancel within 14 days. For a kit we send you, the 14 days run from the day you receive it. For an appointment or a service, they run from the day you place the order.

To cancel, email hello@livewellsyndicate.com or call 01482 765 131. You can use the cancellation form on our Terms of Use page, but you do not have to.

When you cannot change your mind

There are three situations where the 14 day right does not apply. These are set out in law and they are not us being difficult.

• A kit you have opened. Once the seal is broken, a blood collection kit cannot be returned for health and hygiene reasons. This is the same reason you would not want to receive one somebody else had opened.

• A sample you have already sent. Blood samples deteriorate and cannot be returned.

• A service you asked us to start. If you ask us to begin before the 14 days are up, and you confirm at checkout that you understand you lose the right to cancel once it is complete, then once the service is done the right has gone. If it is only partly done, you pay a fair proportion of the price for what has been provided.

Returning an unopened kit

Send it back to Unit L3, Base Business Space, Chamberlain Road, Hull, HU8 8HL.

You pay the cost of returning it, unless it arrived faulty or we sent you the wrong thing. We recommend a tracked service, because we can only refund what we receive.

Refunds

We refund within 14 days of receiving the kit back, or within 14 days of you cancelling if there is nothing to return. Refunds go to the card or account you paid from.

Delivery is free, so there is no delivery charge to refund.

If a kit comes back opened, used or damaged beyond what was needed to look at it, we may reduce the refund to reflect that, or decline it under the hygiene rule above.

If something is faulty or damaged

Tell us straight away. Email hello@livewellsyndicate.com or call 01482 765 131.

We will replace it or refund you in full, including any postage you have paid. This is separate from the 14 day right and is not time limited in the same way.

If your sample cannot be analysed

Occasionally a sample cannot be processed. It may have been damaged in transit, there may not be enough of it, or the red blood cells may have broken down, which laboratories call haemolysis.

• Where the cause was within our control or the laboratory's, we will repeat the test at no charge.

• Where it was not, for example if the kit was posted later than the day the sample was taken, or the collection instructions were not followed, we will talk to you about repeating it and there may be a charge. We look at these case by case and we would rather have the conversation than simply say no.

If Royal Mail loses your kit or your sample

If a kit does not arrive, tell us and we will send another.

If your sample is lost in the post, we will send you a replacement kit free of charge, provided you can show proof of postage. Your return postage is a tracked service and the receipt is your proof, so please keep it until your results arrive.

Complaints

If you are unhappy with how we have handled a return, our complaints procedure sets out what to do.

Changes to this policy

We may update this page. The version published when you place your order is the one that applies to it. Nothing here affects your statutory rights.