Refund policy

We offer refunds, but you do not need to send your kit back to us.

As this product is a medical device, we cannot accept physical returns. Any returned kits would need to be discarded and cannot be reused or resold. Instead, if you no longer need your kit or have changed your mind, you can request a cancellation and refund within 60 days of receiving your order.

To request a refund, you must contact our support team directly at info@lhclab.co.uk

Please do not request a return through the website, as there is no need to send the kit back to us.

You will need to open the box and provide the Sample ID so we can void the kit. Once the Sample ID has been received and the kit has been voided, we will process your refund. Refunds will be issued minus the £5 kit cost and any original shipping charges paid when the order was placed.

Refunds are processed within 10 working days. This timeframe allows us to locate and void any associated Sample IDs before issuing the refund to your original payment method.

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.

Damaged kits
Please inspect your order upon arrival and contact us immediately if the item is defective, damaged, or if you receive the wrong item. We will assess the issue and work to resolve it as quickly as possible.

Non-returnable items
As this is a medical device, returned kits cannot be accepted. Please contact us if you have any questions about your specific item.