Returns, Cancellation & Refund Policy
This policy covers returns, cancellations, and refunds for blood tests and supplements including NMN.
1. Blood Tests
Before Dispatch: If you cancel before we have dispatched your testing kit, there will be no charge and you will receive a full refund.
After Dispatch: If your testing kit has already been dispatched to a UK address, a £15 fee will be deducted from your refund to cover the cost of the kit.
International Orders: For TruDiagnostic and GutID kits shipped outside the UK, a minimum £50 fee will be deducted from the total refund, covering administration, payment processing, and lab account cancellation costs. Please see Section 3 for full details.
After Sample Analysis: Once your sample has been received and analysed and all results are valid, refunds are not possible. If a sample is deemed invalid due to factors beyond our control, such as delayed delivery or improper transport, we reserve the right to determine the appropriate resolution at our sole discretion. This may include a free retest or a voucher, in consultation with our medical team. We are not obligated to provide reimbursement or compensation unless otherwise stated.
Appointment Cancellations: If you cancel an appointment with our phlebotomist, no refund will be provided. Rescheduling may incur a rebooking fee of up to £80. If a new test is required due to an unsuccessful appointment, a fee starting from £50 will be charged.
Phlebotomist Cancellations: If our phlebotomist cancels and we cannot reschedule, you will receive a full refund.
Company Errors: If we send the incorrect kit, we will provide a replacement. If you choose not to proceed, you are entitled to a full refund.
Refund Method: Refunds will be processed to your original payment method or in vouchers if that was your original payment method.
Damages and Issues: Please check your order on receipt. If any items are defective, damaged, incorrect, or missing, contact us immediately and we will resolve the issue.
Non-Returnable Items: Blood sample kits are non-returnable and non-refundable. Due to legal restrictions, they cannot be reused even if still sealed. Sale items and gift cards are also non-refundable.
Circumstances Not Eligible for Refunds
Incorrect information at order placement: Refunds will not be issued for tests or retests that fail due to inaccurate or incomplete information provided at the time of order.
Non-compliance with pre-appointment instructions: Refunds will not be issued for unsuccessful blood draws due to failure to follow pre-appointment guidelines such as staying hydrated, avoiding alcohol, adhering to fasting requirements, or maintaining body warmth.
Unsuccessful appointments: Refunds will not be provided for missed or unsuccessful appointments resulting from incorrect address details, the client being unavailable, or issues such as phobias or fainting.
Clinic draw and self-draw appointments: Clients must ensure that their first name, last name, and date of birth are clearly written on the vacutainers and that the lab form is completed accurately. If the lab marks samples as invalid due to labelling errors, no refund will be issued. If the sample is marked "unlabelled," a retest fee starting at £50 applies. If the sample is deemed "insufficient," "contaminated," "too old," or "haemolysed," a full repurchase is required for retesting.
Client responsibility for sample collection: Clients must collect an adequate blood sample, ensuring vacutainers are filled to more than half their capacity and drawn in a clean, sanitised environment to prevent contamination.
Subscription Renewals: Subscription cancellations are the client's responsibility. If a refund is requested for a subscription renewal after dispatch, a £15 inconvenience fee will be deducted.
European Union 14-Day Cooling-Off Period (Blood Tests): If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days of receipt, provided the item is unused and in its original packaging with proof of purchase. Blood sample kits are exempt from this cooling-off period due to health and safety regulations.
Refund Process: Once we receive and inspect your return, we will notify you of the outcome. If approved, your refund will be processed within 10 working days. If more than 15 working days have passed since approval, please contact us at [email protected].
2. Supplements
This section applies to supplement products sold by Lola Health, including NMN.
Eligibility for Returns: Supplement products must be unopened and unused, returned within 30 days of receipt, in their original packaging, in a saleable condition, and include proof of purchase. Opened or used products cannot be returned unless defective or incorrect.
Return Process: Contact [email protected] with your order number and reason for return and wait for approval before sending anything back. Items returned without prior approval will not be accepted. Return shipping costs are the customer's responsibility unless the item is faulty or incorrect. A return label will not be provided by Lola Health. Refunds will only be processed once the returned item is received and confirmed as saleable.
Damages and Incorrect Items: Inspect products on delivery and report any issues to [email protected] immediately. We will arrange replacements or refunds as appropriate.
Exchanges: We accept exchanges only for valid reasons such as receiving an incorrect product. If you ordered the wrong product or changed your mind, we may offer a credit note of equal value provided the product meets the return eligibility criteria above. Return shipping costs apply and we do not offer cash refunds on supplement returns. Credit notes will only be issued once the item is received and approved.
Refunds: If approved, refunds will be processed to your original payment method within 10 working days. Contact us if more than 15 working days have passed since approval.
European Union 14-Day Cooling-Off Period (Supplements): Supplement orders shipped to EU countries can be returned within 14 days of delivery if the product is unopened, unused, in original packaging, and proof of purchase is provided. Return shipping is the customer's responsibility.
Non-Returnable Supplement Items: Opened or used supplements, sale items, and gift cards are not eligible for return.
3. Return and Refund Policy for TruDiagnostic and GutID Test Kits
This section applies to TruDiagnostic kits (TruAge, TruHealth, TruAge + TruHealth) and GutID kits (CDI and CMI).
Refund Eligibility: Refunds are only available on kits that are completely unopened, undamaged, and in a resaleable condition. Opened or tampered kits are non-refundable under any circumstances due to the nature of the testing materials and associated lab activation.
Refund Conditions: A £50 processing fee per kit will be deducted from the refund total, covering administration, payment processing, and lab account cancellation costs. For TruDiagnostic kits, return shipping to the lab is covered by Lola Health. For GutID kits, customers are responsible for arranging and paying for return shipping and must notify Lola Health with tracking details once shipped. Refunds will only be processed after our warehouse confirms the kit is in unused and saleable condition. We recommend using a tracked delivery service for all returns.
Lola Health Ltd is a company registered in England and Wales under Company Number 15961806, with its registered office at 167-169 Great Portland Street, 5th Floor, W1W 5PF, London.