What is your refunds and cancellations policy?

Can I cancel my order and/or return the kit to you?

Unfortunately, for health and safety reasons, once your Hertility kit has been dispatched we are unable to issue a refund on the kit itself. Our kits are medical products so please don’t send back any unused kits to us as we won’t be able to receive them. However, if you drop us an email at info@hertilityhealth.com within 30 days, we can issue a partial refund (minus the £25 cost of the fulfilment fee).

If your sample is delayed, haemolysed or insufficient, we will let you know immediately and whilst 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 at a cost of £25 (this cost is simply to cover the fulfilment fee.)

Please note that 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. Our blood test and laboratory results processes are government approved, clinically validated and UKAS accredited blood assays. Hertility uses published international diagnostic criteria to inform potential diagnoses. These are the same laboratories that are used by the NHS and private practitioners. When someone has a collection of out of range results, we are legally required to inform the customer of the potential risks.

We are unable to offer refunds due to customer errors. This could include (but is not limited to) dropping a sample, directly contradicting 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 at a cost of £25.

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! And we are happy to provide a refund 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.

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 for cancelling 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.