DRUG TEST LONDON REFUND, CANCELLATION AND REPLACEMENT POLICY
Last updated: 13 July 2026
1. Requesting a refund
Email enquiry@drugtest.london.
Include:
- Your full name.
- Your order number.
- The tested person’s name.
- The cancellation reason.
- The service stage reached.
2. Before service begins
A full refund will usually apply where:
- No kit was dispatched.
- No appointment occurred.
- No sample was collected.
- No documentation began.
- No laboratory work began.
3. Home kits
A full refund usually applies before dispatch.
Reasonable delivery costs may apply after dispatch.
Opened biological collection kits may be non-returnable.
Faulty kits will be replaced without charge.
4. Clinic appointments
Appointments may be cancelled with reasonable notice.
Late cancellations may incur reasonable clinic costs.
Missed appointments may not receive refunds.
Appointments cancelled by us receive alternatives or refunds.
5. Chain-of-custody appointments
Preparation may begin before collection.
This may include paperwork and collector allocation.
Reasonable completed costs may be deducted.
6. After sample collection
A full refund is not normally available.
Collection and administration costs may already exist.
Uncompleted elements may remain refundable.
7. After laboratory processing begins
Completed laboratory work cannot normally be cancelled.
A partial refund may apply to uncompleted services.
8. Incorrect test selection
Contact us immediately.
We may transfer payment to another test.
Price differences will be adjusted.
Changes may become impossible after processing begins.
9. Third-party rejection
No refund automatically applies following third-party rejection.
This applies where the ordered report was correctly supplied.
Refunds may apply where we supplied the wrong service.
10. Positive or negative results
Refunds do not depend upon the result.
No refund applies because results were unexpected.
11. Invalid or unsuitable samples
Repeat collection will usually be considered first.
A refund may apply where repetition is impossible.
A price reduction may apply where appropriate.
12. Lost or damaged samples
We will investigate lost or damaged samples.
Appropriate remedies may include:
- Repeat collection.
- Replacement kits.
- Another appointment.
- Reprocessing.
- Refunds.
13. Delayed results
Turnaround times are estimates.
Delay alone does not guarantee a refund.
We will assess unreasonable delays fairly.
14. Customer-caused failures
Additional charges may apply following:
- Sample tampering.
- Deliberate substitution.
- Ignored instructions.
- Missed appointments.
- False information.
- Incorrect test ordering.
Charges will remain reasonable.
15. Refund processing
Approved refunds use the original payment method.
We will submit refunds promptly.
Banks may require five to ten working days.
16. Statutory rights
Nothing within this policy affects statutory rights.
17. Contact details
Drug Test London
Email: enquiry@drugtest.london
Telephone: 0207 871 3015
Company number: 09835294
