01Before your kit is dispatched or your sample is taken
- You can cancel any order for a full refund before your kit is dispatched, or before your blood draw or patient service center visit takes place.
- Unused lab orders for a patient service center can be cancelled for a full refund at any time before they expire.
02Home test kits once delivered
- Unopened kits: you can return a kit that is unopened, unactivated and in its original sealed packaging within 30 days of delivery for a full refund, less return postage.
- Opened blood test kits: we are unable to offer a refund for a blood test kit once it has been delivered and opened. Each kit contains sterile, single-use collection equipment that cannot be resold or reused once the seal is broken.
- Activated kits and returned samples: once a kit has been activated or a sample has been sent to the laboratory, work on your test has started and the order cannot be refunded.
03Home blood collection and sample quality
With a home kit, you collect your own sample, so the quality of that sample depends on how it is collected, packed and posted. The laboratory can only test a sample that meets its quality standards.
A sample may be rejected by the laboratory if, for example, it is:
- hemolyzed, meaning red blood cells have broken down, which usually happens when blood is squeezed too hard from the finger, collected too slowly or shaken;
- insufficient, meaning there is not enough blood to run all of your tests;
- clotted, or not mixed as the instructions describe;
- unlabeled or mislabeled, or missing your collection date and time;
- delayed, because it was not posted on the day it was collected, or it was collected using an expired kit.
Where a sample cannot be tested because of how it was collected, we do not give a refund or a free replacement as standard. We will tell you why the laboratory could not test it and what your options are, including buying a replacement kit or booking a blood draw with a phlebotomist or at a patient service center.
Any refund, replacement kit or discounted retest in these circumstances is offered entirely at the discretion of BioHealthcare management. We look at each case individually, taking account of the reason for the rejection and your order history, and our decision is final.
To give your sample the best chance, warm your hands before you start, let the blood drop freely without squeezing hard, fill the tube to the line, follow every step in your kit and post your sample on the day you collect it.
04When the fault is ours
If something goes wrong that is within our control or our partners' control, we will put it right:
- Damaged or faulty kit: tell us within 7 days of delivery, before you use it, and we will send a free replacement.
- Wrong item: we will send the correct test and a prepaid label to return the wrong one.
- Lost or delayed in transit: if your sample was posted on the day it was collected, using the packaging provided, and is lost or arrives too late to test, we will send a free replacement kit.
- Laboratory error: if the laboratory is unable to test a sample for a reason not linked to its collection, we will offer a free retest or a full refund for that test.
05Mobile phlebotomy appointments
- You can reschedule or cancel an appointment free of charge up to 24 hours before your arrival window starts.
- Changes made less than 24 hours before your window may incur a late change fee.
- If your phlebotomist arrives and you are not available, do not answer within 15 minutes, have not followed the preparation instructions, or there is no safe place to carry out the draw, the visit counts as a missed appointment.
- After a missed appointment, we will try to rearrange your visit once. A further visit fee may apply.
- If we are unable to rearrange your visit, the visit fee and the test may not be refunded. Any refund in these circumstances is at the discretion of BioHealthcare management.
- If your phlebotomist is unable to collect a sample after two attempts, or we need to cancel your visit ourselves, we will offer you a new visit or a patient service center appointment at no extra visit fee, or a full refund of the visit fee.
06Patient service center visits
- Your lab order is valid for the period shown in your Hub. Orders not used before they expire may not be refunded, so please contact us before the expiry date and we will try to extend it.
- If the center is unable to collect your sample because your ID does not match your order, or you have not prepared as instructed, you can return on another day using the same order while it is valid.
- If the center is unable to collect your sample for a reason within our control, we will reissue your order or give you a full refund.
07Health subscriptions
You can cancel a subscription at any time in your Hub or by emailing us. Cancellation stops future renewals and shipments straight away. Tests already dispatched or processed in your current term follow the rules on this page.
08How refunds are paid
Approved refunds go back to your original payment method within 5 to 10 business days. If you paid with an HSA or FSA card, the refund returns to that account. Please check with your plan administrator about any effect on your claim.
09How to ask for a refund or return
Email us at kv@biohealthcare.group with your order number and the reason, and we will reply within two business days with next steps. Nothing in this policy affects your legal rights as a consumer.