This page forms part of our Terms of Service and uses the same wording. Nothing here affects your statutory consumer rights.

Cancellation before dispatch

You may request cancellation before dispatch by emailing support@optiblood.uk with your name and order reference.

If fulfilment has not begun and no direct cost has been incurred, the order will be cancelled and a full refund issued.

Statutory cancellation period

Where a statutory cancellation right applies, you normally have 14 days from the day after receiving the collection kit to notify OptiBlood that you wish to cancel.

A change-of-mind cancellation applies only while the sterile medical collection kit remains unopened, with all hygiene seals intact.

You do not need to return the physical collection kit unless OptiBlood specifically requests it.

Cancellation after dispatch

After dispatch, OptiBlood incurs a genuine, non-refundable £10 third-party fulfilment and postage cost.

Where legally permitted, where the cost has actually been incurred and where you expressly requested fulfilment to begin during the cancellation period, £10 may be deducted from the refund.

No £10 deduction will apply:

• Before dispatch
• Before the cost has been incurred
• Where the kit or service is faulty, damaged, incorrectly supplied or misdescribed
• Where applicable consumer law requires a full refund

The £10 deduction is not an additional penalty and does not restrict statutory consumer rights.

Opened kits

Collection kits contain items supplied for health, hygiene and sample-collection purposes.

Where a kit was supplied with a hygiene seal, the change-of-mind cancellation right may no longer apply after the seal has been broken, where permitted by law and where this restriction was explained before purchase.

This does not affect your rights where a kit is faulty, damaged, incomplete, incorrectly supplied or not as described.

Sample already submitted

Submitting a sample requests that laboratory analysis begins. Submission alone does not mean that the service has been fully performed.

If analysis has begun but has not been completed, a refund may be reduced by a reasonable and proportionate amount reflecting the service already supplied, where permitted by law.

The service-related cancellation right may be lost after analysis has been fully performed where you expressly requested early performance and acknowledged that completing the service would affect your cancellation right.

Faulty or damaged kits

If a sample cannot be analysed because of a confirmed manufacturing defect in the collection kit, OptiBlood will provide an appropriate replacement without additional charge.

Where a kit is faulty, damaged, incomplete, incorrectly supplied or not as described, you are entitled to the usual statutory remedies, which may include a repair, replacement, reduction in price or full refund. No £10 deduction will apply in these circumstances.

Invalid samples

A sample may become unsuitable because of insufficient volume, incorrect collection, contamination, haemolysis, mislabelling, leakage, damage, delay, temperature or failure to follow instructions.

If the problem resulted from collection or return instructions not being followed correctly, OptiBlood may offer one complimentary replacement kit at its discretion.

A discretionary replacement:

• Is limited to one replacement per affected order
• Is subject to review of the circumstances
• Does not guarantee successful recollection
• Does not affect statutory rights concerning faulty goods or services

If a sample becomes unsuitable because of an issue caused by OptiBlood, a delivery provider or the laboratory, OptiBlood will assess the circumstances and provide an appropriate remedy. This may include recollection, repeat performance or a refund where required.

Refund processing

Approved refunds will be processed without undue delay and normally within 14 days of the relevant cancellation event.

Refunds will be returned through the original payment method.

How to cancel

Email support@optiblood.uk and provide:

• Full name
• Order reference
• Email address used for the order
• A clear statement requesting cancellation

OptiBlood
BB 2 SERVICE LTD
39 Tilston Walk
Wilmslow
SK9 2HL
United Kingdom

Email: support@optiblood.uk

Statutory rights

Nothing in this policy affects your statutory consumer rights, including rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. These rights cannot be excluded by any term.

For more information about your consumer rights, visit https://www.gov.uk/consumer-protection-rights.