Returns, Cancellation & Refund Policy
Last updated: 11 August 2026
This policy covers returns, cancellations and refunds for everything we sell — blood tests, biological-age and microbiome kits, and supplements. Nothing here affects your legal rights.
Your 14-day right to change your mind
If you are a consumer buying at a distance in the UK or EU, you have 14 days to cancel without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and equivalent EU law. The period runs from the day you, or someone you nominate, receive the goods. Each subscription delivery has its own 14-day period from when you receive it.
To cancel, email [email protected], or use our withdrawal form if you prefer. You do not have to use the form.
If you cancel in time and the item comes back sealed and unused, you get a full refund and we deduct nothing. No admin fee, no processing fee, no kit fee. You may have to pay the cost of returning it, and we will tell you what that is before you send it. We refund to your original payment method within 14 days of getting the goods back, or of you showing us they are on their way, whichever is earlier. Statutory cancellations do not need our approval first.
Two exceptions apply, and they are narrow:
- Once the seal on a sample container or a supplement is broken, it cannot be returned, for health-protection and hygiene reasons. Opening the outer packaging to look at what you have bought does not affect your right to cancel — it is the sealed container that matters.
- If you ask us to start the service inside the 14 days — booking a phlebotomy appointment, or activating a lab kit — you keep the right to cancel until the service has been fully performed, but you pay a proportionate amount for the part already delivered.
If we cannot proceed on clinical grounds
Sometimes we look at what you have told us and conclude we should not go ahead — because of your age, where you live, a health condition, a medicine you take, or another clinical reason. That is a clinical outcome, not a failure, and it is not something you should pay for.
If we decline to proceed for a clinical reason, or you turn out not to be eligible, you get a full refund of anything you paid for something we did not provide. No fee is deducted. We will also tell you the reason in plain language and point you to what you could do instead. The same applies if we cannot verify your identity, or if a service depends on a condition you decide not to meet — we tell you before taking payment wherever we can, and refund in full if payment has already been taken.
Blood tests and sample kits
Before dispatch. Cancel before we have dispatched your kit and you pay nothing — full refund.
After dispatch, kit still sealed. Inside 14 days, full refund with nothing deducted (see above). Outside 14 days, we can still usually refund you, less the cost of the kit — currently £15 for UK orders, or £50 for TruDiagnostic and GutID kits shipped internationally, which covers lab account cancellation as well as shipping. We will confirm the amount before you commit.
Seal broken. Once the sample container has been unsealed the kit cannot be returned or refunded.
After your sample has been analysed. Once we have a valid result, a refund is not possible — you have had what you bought.
If your sample is lost or degraded in transit or handling. We arrange a free replacement kit and a free collection. You do not pay again and you do not lose your money. If you would rather not go through it a second time, tell us and we will refund you instead.
If the phlebotomist cancels and we cannot reschedule, full refund.
If we send the wrong kit, we replace it. If you would rather not proceed, full refund.
If you cancel an appointment. Cancelling an appointment before the draw takes place is not a fully-performed service, so you do not lose everything. We refund the value of what has not been delivered, less any cost we have already incurred, and we will show you the breakdown. Rebooking may attract a fee — see the table below.
Where a refund is not due
These are situations where the cost sits with you rather than us, because the outcome was within your control. In each case we will explain what happened and what your options are.
- Wrong information at order. A test or retest that fails because the information given at order was inaccurate or incomplete.
- Pre-appointment instructions not followed. An unsuccessful draw because of hydration, alcohol, fasting or body warmth guidance not being followed.
- Missed or unsuccessful appointments because of incorrect address details, not being available, or fainting and needle anxiety.
- Labelling errors. Every tube needs your first name, last name and date of birth, and the lab form needs to be complete and to match your order. Samples the lab marks invalid because of labelling cannot be refunded.
- Insufficient or contaminated samples. Tubes need to be filled beyond half capacity and drawn in a clean environment.
Fees, in one place
These are the only fees we charge, and they never apply to a valid 14-day cancellation or to a clinical decline. We confirm the amount with you before charging it.
| Situation | Fee |
|---|---|
| Rescheduling within 24 hours of your appointment | £20 |
| Revisit after an unsuccessful draw | Up to £80, depending on location and travel |
| Retest where the lab returns the sample as "unlabelled" | From £50, depending on location |
| Replacement kit where a repurchase is needed (insufficient, contaminated, too old, haemolysed) | £40 to £170, covering shipping, lab processing and travel |
| Kit cost deducted from a non-statutory refund after dispatch (UK) | £15 |
| Kit cost deducted from a non-statutory refund after dispatch (TruDiagnostic and GutID, international) | £50 |
Supplements
Return supplements unopened and unused within 30 days of receipt, in their original packaging and saleable condition, with proof of purchase. Opened or used products cannot be returned unless they are faulty or we sent the wrong thing.
Email [email protected] with your order number and reason before sending anything back, so we can tell you where to send it. Return shipping is yours to pay unless the item is faulty or incorrect. If you are cancelling within your statutory 14 days you do not need our approval first.
Change of mind within 14 days is refunded to your original payment method, not a credit note. Outside the 14 days we may offer a credit note of equal value where the item still meets the return conditions above.
If something arrives damaged or incorrect, tell us and we will replace or refund it. Sale items and gift cards are not returnable.
TruDiagnostic and GutID kits
These are TruAge, TruHealth, TruAge + TruHealth, GutID CGI and GutID CMA.
Refunds are available on kits that are still sealed and in saleable condition. Once a kit has been opened it cannot be refunded, because of how the testing materials and lab activation work.
Outside your statutory 14 days, a £50 fee per kit is deducted, covering administration, payment processing and lab account cancellation. You arrange and pay for return shipping — from £20 depending on the country — and need to send us the tracking details. We recommend a tracked service. We process the refund once our warehouse confirms the kit is unused and saleable.
How refunds work
Refunds go back to your original payment method, or to a voucher if that is what you paid with. Where a purchase was made with a gift card, the refund goes back to the same gift card, with anything extra to your original payment method.
Statutory 14-day cancellations are refunded within 14 days. Other approved refunds are processed within 10 working days. If more than 15 working days have passed since we approved yours, email [email protected].
Subscriptions
You can cancel a subscription at any time from the links in your order confirmation emails, or by emailing [email protected]. You do not need our confirmation for the cancellation to take effect.
If a renewal has already been charged, contact us. Each renewal delivery carries its own 14-day cancellation right from the day you receive it — cancel inside that period with the kit still sealed and you get a full refund with nothing deducted. Outside that period, if the kit has already been dispatched we deduct the £15 kit cost.
Something arrived damaged
Check your order when it arrives. If anything is defective, damaged, incorrect or missing, email [email protected] and we will sort it out.
If you are unhappy with how we handled it
Use our Complaints Procedure. We acknowledge within 3 working days and reply in writing within 28 calendar days.
Lola Health Ltd is registered in England and Wales (Company No. 15961806), registered office 167-169 Great Portland Street, 5th Floor, London W1W 5PF.