REFUND POLICY

Please take a moment to read this important information and ensure you understand and agree to the conditions as outlined here.

Blood tests are for information purposes only and are never a substitute for seeing a doctor – particularly if you have any symptoms. We provide your results and reference ranges only and do not provide any comments on how to interpret your blood results.

Blood tests must never be relied on to provide a diagnosis or start treatment without the advice of a doctor. It is your responsibility to follow up on any of your results with an appropriate health professional.

To fulfil our turnaround time assurances, we are dependent on Royal Mail to get it to us the day after you post it to us. We cannot be held responsible if your sample does not get to our partner laboratory and no refunds will be given for results being delayed beyond the next day for any reason beyond our control, or the sample being lost by Royal Mail. If we do not receive your sample, please let us know and we will send you another kit free of charge. We do not refund the costs of kits that are not received in our laboratory.

You do need to send us your sample on the day that you take it otherwise the sample will likely degrade and not be able to be tested.

Occasionally the laboratory is unable to test samples because the sample is too small, or it has deteriorated, clotted or haemolysed. If this happens, we will get in touch by email or phone to send you another kit free of charge.

Cancellations

You may cancel your order at any time before a sample collection kit has been dispatched to you and receive a refund.

Once your testing kit has been dispatched, you will not be able to cancel the order and will not receive a refund. Test kits are classified as IVD Medical Devices, and as such, once dispatched we cannot accept returns, even if they have not been opened. 

In order to process a cancellation and a refund, we will charge you a Refund Fee of £25 to cover Stripe (Payment provider) fees and admin fees for PCR Tests and £7 for home delivery Lateral Flow Tests. For Click and Collect Lateral Flow Tests, the refund fee depends upon the chosen collection location. 

-If you had paid £15 per test, the refund fee applicable is £7

-If you had paid £9.99 per test, the refund fee applicable is £5

-If you had paid £4.99 per test, the refund fee applicable is £2

This cancellation right does not apply if:

  • you have already sent your sample to the laboratory for analysis

Your legal right to cancel a contract starts from the date you receive the Order Confirmation (the date on which we e-mail you to confirm our acceptance of your order).

To cancel a contract, please send us an email stating that you wish to cancel and the reason for the cancellation. Please email your cancellation request to support@rainbowlabs.co.uk. Your reason for cancellation will not affect your right to cancel the order.

If you send us your cancellation request by e-mail, then your cancellation is effective from the date you send us the e-mail. For example, you will have given us notice in time as long as you send your email before midnight on the last day of the cancellation period.

If you cancel your contract within the cancellation period and you are entitled to a refund we will refund you the price you paid for the product(s):

  • within 7 Working Days of receiving a cancellation request if your request is received in relation to testing kits that have not yet been despatched

Refund Process

To formally request

a refund, please email your written request and the reason for cancellation, along with your name, contact details, order number and amount to be refunded to support@rainbowlabs.co.uk. Our team will then process your request for you. Please note, we can only process refund requests submitted via email, not by phone.

We will refund you on the credit card or debit card you used to pay.

If you have any other questions regarding our refund policy, please email us at support@rainbowlabs.co.uk.