1. About this policy

Grace Belgravia is a trading name of LOXA HOLDINGS LTD, company number 14167113. This policy applies to private at home blood tests, saliva tests, genetic or epigenetic tests, collection kits and related laboratory services purchased directly from Grace Belgravia.

Many orders include two connected elements:

• a physical sample collection kit; and
• a laboratory and reporting service that may include kit registration, sample accessioning, analysis, quality checks, clinical comments or preparation of a report.

Different cancellation rules may apply to the kit and the service element. Nothing in this policy limits your statutory rights.

2. Cancelling before dispatch

You may cancel an order before the kit has been dispatched. We will refund the amount paid for the cancelled order, including any standard delivery charge.

Contact info@gracebelgravia.com as soon as possible and include your order number, full name and delivery postcode. Dispatch may happen quickly, so we cannot guarantee that a cancellation request will reach us before fulfilment begins.

3. Cancelling after delivery

Unless an exception applies, a consumer who orders online may tell us that they wish to cancel within 14 days after the day the kit is delivered.

To qualify for a change of mind return, the kit and its health protection or hygiene seals must remain unopened, unused and undamaged. The kit must not have been used to collect a sample.

Unless the kit is faulty, damaged, incorrect or we agree otherwise, you are responsible for the cost and safe return of an authorised change of mind return. Any premium delivery charge above the cost of our standard delivery option is not refundable.

4. When change of mind cancellation is unavailable or limited

A change of mind refund will normally be unavailable, or may be limited, in the following circumstances:

Each collection kit is a single use health product. Once opened, registered, used or potentially contaminated, it cannot be reused, restocked or supplied to another customer.

• sealed sterile, health protection or hygiene packaging has been opened after delivery;
• the kit, lancet, swab, saliva tube, microtainer or another collection component has been used;
• a biological sample has been collected;
• the sample has been sent to or received by the laboratory;
• testing has started, including where the sample has been accessioned into the laboratory process or test specific consumables have been allocated;
• the laboratory analysis, interpretation or report has been fully performed;
• a personalised genetic, genomic or epigenetic analysis has started;
• an appointment, consultation or sample collection service has already taken place; or
• the statutory cancellation period has expired.

5. Services started during the cancellation period

When you ask us to begin arranging or providing a testing service during the 14 day cancellation period, we may begin work before that period has ended. Work may include allocating the order, registering the kit, arranging fulfilment or a laboratory pathway, allocating test specific materials, receiving and accessioning the sample, beginning analysis, performing quality checks, preparing a report or uploading results to the results platform.

If you cancel after service work has begun at your express request, we may deduct a proportionate amount for the part already supplied. Once the analysis and reporting service has been fully performed, including where the results have been released or uploaded for access, the right to cancel that service may be lost where the required consent and acknowledgement were provided.

Opening or using sealed health protection or hygiene products may separately remove the change of mind right for the physical kit.

6. No unsolicited returns

For safety, traceability and infection control reasons, we do not accept unsolicited returns at Siddeley House. Do not return any kit unless our team has provided written instructions and a return address.

We do not resell any opened, used, registered or potentially contaminated collection kit. The fact that we may ask you to dispose of a kit rather than post it back does not remove any refund right that you have under applicable law.

7. Faulty, damaged or incorrect kits

Please inspect the parcel after delivery. Contact us promptly if:

• the kit is damaged;
• a component is missing;
• the kit has expired;
• the wrong test was supplied; or
• the kit is otherwise not as described or not fit for its intended purpose.

Where we confirm that the kit is faulty, damaged, incorrect or otherwise does not meet legal requirements, we will provide an appropriate remedy, which may include a replacement or refund. We will cover reasonable return costs where a return is required because of our error.

8. Insufficient, unsuitable, delayed or rejected samples

Laboratories may be unable to analyse a sample because it is insufficient, clotted, haemolysed, contaminated, incorrectly labelled, received too late, collected in the wrong tube, stored incorrectly or otherwise unsuitable.

Any remedy will take account of your statutory rights and whether the issue was caused by the kit, laboratory, courier, Grace Belgravia or the collection process.

9. Results do not create a refund right

A refund is not available merely because:

• a result is normal, abnormal, borderline or unexpected;
• the result differs from a previous test;
• the report does not identify the cause of symptoms;
• you disagree with a reference interval or clinical comment;
• you later decide that another test would have been more suitable; or
• the result leads to a recommendation for further testing or medical review.

This does not affect your rights where the service was not provided with reasonable care and skill, was not as described or could not be completed.

10. Turnaround times and delays

Published turnaround times are estimates and normally begin after an acceptable sample is received by the laboratory. Delays may arise because of transport, sample quality, repeat analysis, quality control, laboratory capacity, equipment issues, confirmatory testing or events outside reasonable control.

A delay does not automatically create a refund right. Where the service cannot be supplied within a reasonable time, we will discuss an appropriate remedy, which may include repeat testing, cancellation of the unperformed element or a refund.

11. Appointments and clinician services

Where an order includes phlebotomy, an appointment, a consultation, counselling or another booked service, the booking confirmation may contain specific cancellation and rescheduling terms.

If a service has already taken place, or you cancel after it has begun at your express request, the value of the service already supplied may be retained. Missed appointments and late cancellations may carry a reasonable administration or provider charge where this was clearly disclosed before booking.

12. Refund method and timing

Approved refunds will normally be made to the original payment method. We will not require you to accept store credit instead of a refund to which you are legally entitled.

Where the cancellation relates to returned goods, we may wait until the goods are received or you provide evidence that they have been sent back. Refunds will be processed without undue delay and within the applicable legal time limit, normally no later than 14 days after the relevant refund trigger.

Banking and payment provider processing times are outside our control and may affect when the money appears in your account.

13. How to cancel or request a refund

14. Model cancellation notice

You may use the wording below, although you do not have to use this form.

15. Laboratories, fulfilment partners and service responsibility

Grace Belgravia may use specialist fulfilment providers, couriers, digital platforms and independent laboratories to supply parts of the testing pathway. This may include dispatching the collection kit, receiving the sample, laboratory analysis, quality control and delivery of results.

Customers should contact Grace Belgravia first about an order, replacement, cancellation or refund. Use of a specialist provider does not remove any responsibility that Grace Belgravia has to you under applicable consumer law.

A replacement kit may be offered where recollection is reasonably capable of resolving the problem. Where a charge was made incorrectly, a kit or service cannot be supplied, or another statutory remedy is due, we will provide the appropriate refund or other remedy.

16. Cancellation by Grace Belgravia

We may cancel an order where:

• a kit or laboratory service is unavailable;
• we or our fulfilment partner cannot deliver to the requested location;
• a product, service or price was displayed incorrectly because of an obvious technical or pricing error;
• we cannot safely or lawfully provide the requested test; or
• information needed to fulfil the order is missing and cannot be resolved.

Where we cancel before the affected goods or services are supplied, we will refund the amount paid for the cancelled item and any applicable standard delivery charge. We will notify you using the contact details supplied with the order.

17. Statutory rights

Goods must be of satisfactory quality, fit for purpose and as described. Services must be provided with reasonable care and skill. Nothing in this policy excludes or restricts rights that cannot lawfully be excluded under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 or other applicable consumer law.

Our Terms of Service and Privacy Policy also apply.