What is your refunds and cancellations policy?

What is your refund policy? 

We can only offer refunds for Hormone and Fertility test orders placed within 30 days of the refund request. Please note that orders that have already been dispatched are eligible for a partial refund only which is the amount you paid minus the £25 cost of the fulfilment fee.

Can I cancel my order?
Orders can only be cancelled for a full refund if they have not been dispatched from our fulfilment team. Please contact the customer care team as soon as you can and we will do our best to help, a full refund is not guaranteed. Please note that orders that have already been dispatched are eligible for a partial refund only which is the amount you paid minus the £25 cost of the fulfilment fee.

Can I return my kit?

Our kits are classified are medical devices and cannot be returned. Please do not send back any unused kits to us as we will not be able to receive them. If you do not wish to proceed with your unused test, please email us at info@hertilityhealth.com within 30 days of placing your order, and we can issue a partial refund (the amount you paid minus the £25 cost of the fulfilment fee). 

Can I request a refund if I have sent my sample back?
We are unable to provide a refund if we receive the refund request after you have sent your sample back to us. We are also unable to offer a refund if you are unhappy with your test results.

Can I request a refund if my sample wasn’t able to be fully tested?
If you have sent your sample back to us, we are unable to offer a refund. If your sample is haemolysed, insufficient or delayed upon receipt at our lab, we will let you know immediately. While we can’t offer a full refund, we will offer you a replacement kit free of charge. If your replacement kit is also not able to be analysed, we can offer you a 2nd replacement kit for £25 (this cost covers the fulfilment fee only.) Please reach out to the Customer Care team for support when taking your sample if you need some help.

Please note: We are unable to offer refunds due to customer errors. This could include (but is not limited to) dropping a sample, directly contraindicating any of the instructions in the leaflet, or losing one or more components of the blood collection kit. We can however offer a replacement kit for £25. 

Our customer care team are here to support you to get the results you are looking for so please reach out if you would like some advice on how to proceed.

Can I get a refund for my nurse visit?
If you request a refund for a home nurse visit service, there will be a cancellation fee of £30. You will also be charged £30 if you don’t provide 48 hours notice should you need to reschedule.

Clinical Services

Can I get a refund for a consultation if I am pregnant?

We are so happy that you are pregnant! We are happy to provide a refund for a consultation as long as you give us 72 hours notice prior to your booking. This ensures that someone else can use the appointment slot. We can refund within 30 days of purchasing the appointment otherwise we are not able to do a refund.

I no longer want a clinical service I purchased?

Within 30 days of purchase we are happy to issue a refund but after that time we are not able to refund any clinical services.

I no longer want the Menopause consultation I purchased?

Within 30 days of purchase we are happy to issue a refund but after that time we are not able to refund any clinical services, including our menopause services. If you would like to reschedule, please do get in touch.

Can I cancel or reschedule my scan appointment?

We require 72 hours notice to cancel or reschedule your scanning appointment. Unfortunately, we aren’t able to offer refunds for our scans. Please be aware our scanning team is NOT available on the weekends.

Can I cancel my doctor’s appointment?

We require two business days to cancel any doctor’s appointment. Please note our booking team is not available on the weekends.

Are services claimable with my insurance?

We are not responsible if your insurance rejects your claim. Please ask your insurance for any conditions for their claims prior to booking. Check with your insurance policy prior to booking.

Scanning Reports

Please review your scanning report within two weeks and if there are any discrepancies let us know. After 30 days we won’t be able to adjust or make changes to the report.