What is your refunds and cancellations policy?

At-Home Hormone & Fertility Tests

• Refund Eligibility: Refunds can only be requested for At-Home Hormone and Fertility Test orders within 30 days of purchase.
• Order Cancellations: A full refund is available if your order has not yet been dispatched. Once dispatched, you will receive a partial refund (the total amount paid minus a £25 fulfilment fee).
• Kit Returns: Because test kits are classified as medical devices, they cannot be returned. Do not post unused kits back. Instead, email info@hertilityhealth.com within 30 days to obtain a partial refund (minus the £25 fulfilment fee).
• Post-Sample Submission: Refunds are completely unavailable once you have sent your blood sample back to the lab, or if you are dissatisfied with your results.
• Failed Samples: No refunds are issued once a sample is received, but if it is haemolysed, insufficient, or significantly delayed in transit, we will provide a free replacement kit. If the second kit also fails to yield a result, a further replacement is available for a £25 fulfilment fee.
• User Errors: We do not issue refunds for customer mistakes (such as dropping the sample, losing kit components, or failing to follow instructions).  We will support you with a replacement kit instead for £25.

Clinical & At-Home Appointments

• Nurse Home Visits: A £30 fee applies if you cancel your visit, or if you reschedule with less than 48 hours' notice.
• Results & Advisor Calls: You can reschedule your Fertility Advisor Call or Clinical Results Review Call via the Health Hub with at least 48 hours' notice. Late changes or cancellations will result in being charged the full price with no option to rebook.
• Pregnancy Consultations: Refunds are available within 30 days of purchase, provided you give at least 72 hours' notice before the appointment.
• Scan Appointments: To get a refund, you must request it within 30 days of purchase AND give a minimum of 72 hours' notice before the slot. Please note that our scanning team operates on weekdays only and is unavailable on weekends.
• Doctor's Appointments: Cancellations or changes require at least 2 business days' notice. Our booking team is closed over weekends.
• Other Consultations: General clinical services (including Menopause consultations) are refundable only within 30 days of your original purchase.

Additional Information

• Health Insurance: Hertility cannot be held responsible if your health insurance provider rejects a claim. We strongly recommend verifying your coverage policies with your insurer before making a booking.

• Ultrasound Reports: Please review your scanning reports carefully within 2 weeks for any errors or discrepancies. We are unable to make modifications or updates after 30 days.

  Please note: If you accessed Hertility through a workplace benefit or marketplace, different terms apply. Please contact your workplace benefits provider or Hertility support at info@hertilityhealth.com  if you're unsure which applies to you.