Drug Test London
Returns, Refunds and Cancellations
Clear rules for clinic services, home kits and laboratory testing.
Last updated: 29 August 2026
This policy does not reduce your statutory consumer rights.
1. Contact us first
Email enquiry@drugtest.london immediately.
Include your name, order number and requested cancellation reason.
Also identify the tested person and service stage reached.
2. Your consumer cancellation rights
Consumers usually receive a 14-day cancellation period for online purchases.
Different rules apply to goods and services.
- For goods, the period usually starts after delivery.
- For services, the period usually starts after contract formation.
You may request services during the cancellation period.
We may deduct reasonable charges for work already completed.
Cancellation rights may end after fully performed services.
This requires your prior request and required acknowledgement.
Business purchases do not receive statutory consumer cooling-off rights.
3. Before services begin
A full refund normally applies before any work begins.
This means no collection, documentation, dispatch or laboratory processing occurred.
4. Clinic tests and appointments
Contact us promptly if you cannot attend.
Reasonable completed costs may be deducted after preparation begins.
Missed appointments may incur reasonable collection or administration costs.
We offer alternatives or refunds when we cancel appointments.
5. Chain-of-custody services
Preparation may begin before your sample collection.
It may include paperwork, collector allocation and identity documentation.
Reasonable completed costs may be deducted from any refund.
6. Home collection kits
Unopened kits can usually be cancelled within the statutory period.
Tell us within 14 days after receiving your kit.
Return it within 14 days after notifying us.
Customers normally pay direct return costs.
Use tracked postage and retain your posting receipt.
Health and hygiene exception
Unsealed biological collection kits cannot usually be returned.
Faulty, damaged or incorrect kits receive suitable remedies.
These may include replacement, repair or refund.
7. Refunds for returned goods
We refund eligible goods after receiving them or receiving return evidence.
Refunds include standard outbound delivery where legally required.
Premium delivery upgrades are not necessarily refundable.
We may deduct value lost through unnecessary handling.
8. After sample collection
Collection and administration costs have usually already arisen.
Completed elements cannot normally be refunded.
Uncompleted elements remain reviewable where appropriate.
9. After laboratory processing begins
Completed laboratory work cannot normally be cancelled.
A partial refund may cover uncompleted service elements.
10. Incorrect test selection
Contact us before attending or returning any sample.
We may transfer payment to another suitable test.
We will adjust any price difference.
Changes may become impossible after processing begins.
11. Results and third-party acceptance
Refunds do not depend upon positive or negative findings.
Unexpected results do not create an automatic refund.
Third-party rejection does not automatically create a refund.
You must confirm third-party requirements before ordering.
We remain responsible for supplying the service ordered correctly.
12. Unsuitable, lost or damaged samples
We will investigate each reported problem fairly.
Available remedies may include recollection, replacement, reprocessing or refund.
The suitable remedy depends upon responsibility and practical circumstances.
13. Delayed results
Turnaround times are estimates, not guaranteed deadlines.
Delay alone does not automatically create a refund.
We assess unreasonable delays and available remedies fairly.
14. Customer-caused failures
Reasonable additional costs may follow ignored instructions or false information.
They may also follow tampering, substitution or missed appointments.
15. Refund processing
Approved refunds use the original payment method.
We submit approved refunds without undue delay.
Your bank may require additional processing time.
