Returns & Refunds Policy
Important Information About Cancellations, Rebooking Fees and Refund Eligibility
This Returns and Refunds Policy explains how cancellations, refunds, rebooking charges, and non-returnable medical items are managed by Origin Health Care Group Limited, trading as Origin Bloods.
Our services relate to venous blood testing only. Orders may include medical consumables, laboratory processing, administrative handling, clinic bookings, nurse visits and related third-party clinical arrangements.
Because these services involve time-sensitive medical items and booked clinical capacity, different refund rules apply depending on the stage your order has reached.
Nothing in this policy affects your statutory rights under applicable UK consumer law.
Scope of This Policy
This policy applies to purchases made through Origin Bloods for venous blood testing services, including orders involving clinic attendance, nurse visits, blood collection materials, sample handling and associated administration.
Refund entitlement depends on whether your order has been placed, dispatched, booked, attended, cancelled, or submitted for processing.
Orders Cancelled Before Dispatch
If you contact us before your blood test order has been dispatched, we may issue a refund for the amount paid, subject to any non-refundable third-party booking or service costs already incurred on your behalf.
If no dispatch, appointment or chargeable third-party arrangement has yet taken place, a full refund will usually be available.
Dispatch of Medical Items
Once a blood test order has been dispatched, it is treated as involving a medical item and we do not accept returns.
Any refund agreed after dispatch will be processed less a fixed kit charge of £10.00.
This deduction reflects the fact that dispatched medical materials cannot be returned to stock, reused or reissued.
Important
Dispatch does not guarantee that the full order price remains refundable. Once materials have left our control, the kit cost is non-refundable even where another part of the order is later cancelled.
No Returns of Dispatched Medical Goods
For hygiene, safety and clinical handling reasons, dispatched blood collection materials and related medical consumables cannot be returned for resale, restocking or reuse.
We therefore do not accept physical returns of dispatched medical items, whether opened or unopened.
Clinic Appointments and Nurse Visits
Origin Bloods arranges venous blood collection through clinic appointments and, where applicable, nurse visits. These services involve reserved clinical capacity and third-party scheduling.
If a clinic appointment or nurse visit is missed, or cancelled too late, it must be rebooked at full cost.
- Clinic rebooking fee: £45.00
- Nurse visit rebooking fee: £60.00
These charges are non-refundable.
Late Cancellations and Non-Attendance
If you do not attend a booked clinic appointment, are unavailable for a booked nurse visit, or cancel too late for us to avoid the clinical booking cost, the appointment will be treated as missed.
In those circumstances:
- the original clinic or nurse fee remains non-refundable; and
- any replacement appointment must be booked again at the applicable full charge.
A missed or late-cancelled appointment does not create entitlement to a credit unless we confirm otherwise in writing.
Laboratory Processing and Tested Samples
Once a sample has been collected and laboratory processing has started, the service has been materially performed and the related charges are non-refundable.
This includes circumstances where laboratory preparation, handling, transport, accessioning or analysis has already taken place.
Marker Failure and Analytical Limitations
In a very small number of cases, one or more markers may fail during postal transport, sample handling or laboratory analysis.
This is an inherent limitation of diagnostic testing and may occur for reasons outside our control, including sample integrity, transport conditions, processing variables or analytical constraints.
Where an individual marker fails, this does not automatically make the full test invalid and is not subject to a partial refund.
Where appropriate, we may at our discretion arrange a retest, recollection or alternative resolution, but no partial refund is due solely because a marker has failed.
Damaged or Incorrect Items
If dispatched materials arrive damaged, incomplete or incorrect, you must notify us as soon as reasonably possible after delivery.
Where we confirm a dispatch issue, we may provide a replacement, correction or other appropriate remedy.
We may ask for photographs and order details before resolving the issue.
How Refunds Are Processed
Where a refund is approved, it will be returned to the original payment method unless otherwise agreed.
Any approved refund after dispatch will be reduced by the non-refundable £10.00 kit charge.
Non-refundable clinic and nurse booking charges will also remain excluded where they have been missed, late-cancelled or otherwise incurred.
How to Request a Refund Review
To request a cancellation, refund review or order check, please contact Origin Bloods using the contact details published on our website.
Please include:
- Your full name
- Your order reference
- A clear explanation of the issue
- Any supporting photographs or documents, where relevant
Statutory Rights
Nothing in this Returns & Refunds Policy limits or excludes any rights you may have under applicable consumer law.
Policy Updates
We may amend this policy from time to time to reflect operational, regulatory or service changes.
The latest version published on our website will apply from its stated revision date.
Last revised: 20 April 2026
