Refunds & Cancellations

Last updated: 24 September 2026

This policy sits alongside our Terms & Conditions of Sale. Nothing here affects your statutory rights.

Your 14-day cancellation right

As a distance-selling consumer you normally have 14 days from receiving your kit to change your mind, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

When that right ends

You lose the right to cancel once:

1. You unseal your kit or any sealed component inside it. Blood collection components are sealed for health protection and hygiene reasons. Once opened they cannot be returned or resold (regulation 28(3)(b)). If your kit is still fully sealed, you can still cancel.

2. Your results have been issued. By ordering, you expressly ask us to begin the service immediately and acknowledge that once the service is fully performed — your sample tested and results sent — the cancellation right is lost (regulation 36).

How to cancel

Email contact@n1health.co.uk with your order number, before either of the above applies. A clear statement is enough; you may use the statutory model form but do not have to.

Refunds

Refunds go to your original payment method within 14 days of us agreeing them.

When a marker fails but your test did not

This is the one that surprises people, so it is worth setting out plainly.

A test is a list of markers, and occasionally one or two of them cannot be reported even though your sample was fine and everything else ran perfectly. Haemolysis — red cells rupturing in transit — is the most common cause, and it affects some markers while leaving others untouched. Potassium is the classic example: it can be destroyed on a sample where 40 other results are entirely valid.

Losing a marker or two out of a test is not a failed test. It does not entitle you to the free replacement kit, and it is not refundable. What we will do is tell you which markers are missing when we send your results, rather than leaving you to spot the gap. Where a marker has failed, we may arrange a retest of that marker at no cost to you. That is goodwill, not an entitlement.

If a whole profile, a whole component of a panel, or an add-on marker you bought as a separate product could not be run at all, that is different, and you get a proportionate refund for the part that was not run.

This is set out in full at paragraphs 9.4 to 9.6 of our Terms & Conditions of Sale.

Blood draw appointments

1.1 Who carries out your appointment. Blood draw appointments are carried out by independent third-party providers. N1 Health does not employ phlebotomists, does not operate clinics and is not present at your appointment. We arrange the appointment on your behalf as a convenience so that you do not have to source a blood draw yourself. The clinical act is performed by the provider.

1.2 Changing or cancelling. The notice you must give depends on which option you bought. You may reschedule or cancel a clinic appointment free of charge by telling us at least 24 hours before the appointment time, and a nurse home visit by telling us at least 72 hours before. The laboratory’s London walk-in centre takes no appointment, and a draw you arrange yourself is yours to rearrange, so neither has anything to cancel with us. Notice must be given in writing to contact@n1health.co.uk. We will confirm the change to you by email; a request is not effective until we have confirmed it.

1.3 Inside those windows, and non-attendance. If you cancel or ask to reschedule inside the applicable window, or if you do not attend, the appointment fee is not refundable and a further appointment must be purchased at the price then shown on our website. This is because the provider charges us in full for the appointment whether or not you attend, and we recover that cost rather than absorb it.

1.4 Arriving late. Please arrive on time. Providers allow a short grace period, typically 10 minutes, after which the appointment may be treated as not attended and paragraph 1.3 will apply.

1.5 Your test is not affected. Your test, your kit and your laboratory analysis are unaffected. Only the appointment is lost. Your order remains open for the period stated in our Terms & Conditions of Sale and you may book a further appointment, arrange your own blood draw with a clinician of your choosing at no cost through us, or use any other route you prefer.

1.6 Where the provider is at fault. You will not be charged, and we will rebook you at no cost, where the appointment cannot go ahead for a reason attributable to the provider. This includes the provider cancelling, the clinic being closed or unavailable, or the phlebotomist being unable to complete the draw. If a second attempt is also unsuccessful for a reason attributable to the provider, we will refund the appointment fee in full.

1.7 Discretion. We may, at our discretion and once per order, waive the charge under paragraph 1.3 where you have been unable to attend for reasons genuinely outside your control. This is a goodwill measure and does not create an entitlement.

1.8 Arranging your own draw. Where you choose to arrange your own blood draw, no appointment fee is charged and this section does not apply. You are responsible for arranging the draw with a suitably qualified clinician and for any fee that clinician charges.

1.9 Your statutory rights. Nothing in this section affects your right to cancel within 14 days of receiving your kit, as set out above, or your rights under the Consumer Rights Act 2015.

1.10 Finger-prick orders. Where you have chosen a finger-prick collection there is no appointment, no appointment fee, and nothing in this section applies to you. You take the sample yourself at home. A finger-prick sample that fails is dealt with under the replacement rules in the table above, and because there is no appointment there is nothing further to buy. Finger-prick samples do fail more often than venous ones — we publish the rates on our Capillary Testing page before you buy. Washing your hands thoroughly, using no hand cream or make-up on your fingers, and collecting Monday to Thursday prevent most failures.

Why failed samples generally aren’t refundable

When your sample reaches the laboratory we are charged whether or not it can be tested, and the kit and postage costs are already spent. We are not making a margin on a failed sample — we are absorbing a loss. The free replacement kit is us absorbing that cost rather than passing it to you.

The most common avoidable causes are insufficient volume, posting on a Friday, and mislabelling. Following the instructions in your kit prevents nearly all of them.

What the free replacement covers. A free replacement kit is a replacement kit. It does not include a further blood draw appointment. Where the failure was ours, the laboratory’s, or attributable to the person who took your sample, we will cover a further appointment as well. In every other case the appointment is yours to buy again, because the provider has already charged us for the one you used.

Not covered

• Results affected by your preparation (fasting or timing)
• Results you did not expect or do not like
• Ordering the wrong test
• Being unable to arrange a blood draw. If you are not sure there is a clinic near you, email us your postcode before you order and we will tell you — check availability near you before ordering
• Postal delays outside our control
• Individual markers within a panel that could not be reported — see the section above

Something gone wrong?

Email contact@n1health.co.uk and tell us what happened. We will look at it properly. This policy is our default position, not a wall — where we have made a mistake, we will fix it.

N1 Health Group Ltd is a company registered in England and Wales. Company number 17398954. Registered office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ.