You will receive a complete blood collection kit by post. The kit contains all you need to collect blood from your finger. The components of the kit are: 

1. Instruction Sheet: Provides detailed steps on how to collect the blood sample correctly. 

2. Box: Contains all the components and is used to hold the tube while collecting blood. 

3. Lab Request Form: Needs to be filled out and included with the sample. 

4. Labels: For labeling the sample tube. 

5. Tube Pouch: A protective pouch for the sample tube. 

6. UN3733 Prepaid Mailing Bag: For sending the sample back to the lab. 

7. Lancets: Used to prick your finger for blood collection. 

8. Wipes: For cleaning your finger before and after collection. 

9. Plasters: To cover your finger after blood collection. 

10. Blood Collection Tube: for collecting the blood sample. 

These components are essential to ensure that the blood sample is collected, stored and sent correctly for accurate testing. 

No, you don’t need to set up an account, but you do need to activate the sample ID before sending your blood sample to the lab.

Please check individual test pages for details.

If you read the instruction sheet carefully and follow the steps as directed, then you should not have a problem in collecting the right amount of blood. However, if you followed all the steps and couldn’t get enough blood, i.e., to the upper line, please contact us and we will arrange to send you a fresh tube and 4 lancets (for an extra fee) and not for free). Please make sure you keep any unused elements (instruction sheet, box, lab request form, labels, tube pouch, and UN3733 prepaid mailing bag) from the kit as you will need them when you receive the new tube and lancets.

Don’t send any sample if the blood isn’t enough unless you contactedus and we told you to do so. If you sent the sample and the blood wasn’t enough, the lab will reject your sample and it won’t be processed.

Yes, this is fine. When inverting the tube, the blood will mix with the waxy substance, but you won’t be able to see any difference. The waxy substance will not move or dissolve.

The purple top tube is perfectly fine and should look empty.

Your sample ID is unique and should be on the small lab request slip and is highlighted. Your sample ID should always start with three letters and has no spaces.

This will cause significant delays in reporting the sample if it arrives at the lab and is not yet activated.

That shouldn’t be a big problem. You can still receive your report on time, but you need to make sure that the sample ID is activated before the sample arrives at the lab. If the lab request slip/form isn’t included and the sample ID isn’t activated, the lab will discard the sample and no refund will be issued.

You still need to activate your sample ID. By activating your sample ID, your blood sample is linked to you. Without activating your sample ID, your blood sample won’t be traced back to you.

Yes, please do so. Make sure that it’s dropped off before the last collection time; otherwise, it will stay in the post office overnight and the lab won’t get it the next day.

We aim to receive your blood sample within 24 hours of blood collection. If the sample is posted on a Friday, it means that it will stay in the post for 3 days.

Generally, samples arrive within 24 hours of posting to the lab. We use Royal Mail Tracked 24 service, but sometimes, there might be a slight delay in delivery. If the sample’s integrity was compromised by delays, we send a free replacement kit if you have the tracking number to prove the time of posting. This is if sent on Mon, Tue or Wed.

Generally, samples arrive within 24 hours of posting to the lab. We use Royal Mail Tracked 24 service, but sometimes, there might be a slight delay in delivery. If the sample’s integrity was compromised by delays, we send a free replacement kit if you have the tracking number to prove the time of posting. This is if sent on Mon, Tue or Wed.

You will receive an email notification confirming that your sample was checked into the lab.

Once your report is checked and ready, it will be sent to your registered email.

This is usually due to one of two reasons: 

1. Late or non-activation of the sample ID. 

2. Entering the wrong sample ID. 

Sample rejection mainly occurs due to haemolysis, which is when the red blood cells in the blood collection tube start to break down. This impacts the lab ability to generate results for some tests. 

 Haemolysis can happen at any stage of the process but most commonly occurs during blood collection. It often results from squeezing your finger instead of massaging the side of your hand. This only happens in a small number of cases, and we will provide a second kit free of charge. 

 Another reason for sample rejection is when a person has been unable to collect the necessary amount of blood required to perform the testing and sends it to the lab without contacting us beforehand. 

We do offer refunds, and you do not need to send the kit back to us.

As this product is a medical device, we cannot accept returned kits. Any returned items would need to be discarded and cannot be reused or resold to other customers.

However, if you no longer need your kit or have changed your mind, we can offer a partial refund under the following conditions:

• Please open the box and provide us with the Sample ID.
  
• Once we receive the Sample ID, we will void the kit.
  
• You will then receive a refund minus the kit cost of £5.
  

This allows us to process your refund without the need for the kit to be returned.

Once an order is confirmed, it is processed immediately by our warehouse to ensure fast delivery. As a result, orders cannot be changed, cancelled, or have address details amended after purchase. Our fulfilment team operates separately from customer support, so we are unable to locate or intercept individual orders once they have been packed or dispatched. Due to the dispatch process, cancellation at this stage is not feasible.

We will only process your request once the kit has been received. Please note that, as this is a medical device, we do not accept returns and any returned kits are disposed of. To issue a refund, we will need your sample ID to void the test. A £5 charge will be deducted to cover the cost of the kit.

If you no longer need the kit, please contact our support team directly. You will need to open the box and provide the Sample ID so we can void the kit and process your refund. Please do not request a return through the website, as there is no need to send the kit back to us. Once we have the Sample ID and the kit has been voided, we can proceed with your refund.

Refunds are processed within 10 working days.

This timeframe is required so we can locate and void any associated Sample IDs before issuing the refund.

Once this process is complete, your refund will be issued to your original payment method.

Please note that we cannot change your address if it was entered incorrectly, as orders are dispatched automatically. Once labels are printed, it is difficult for our staff to locate and retract them.