STI TEST LONDON REFUND, CANCELLATION AND REPLACEMENT POLICY

Last updated: 13 July 2026

1. Requesting a refund

Email info@stitest.london.

Include:

• Your full name.
• Your order number.
• The tested person’s name.
• The cancellation reason.
• The service stage reached.

2. Before service begins

A full refund will usually apply where:

• No kit was dispatched.
• No appointment occurred.
• No sample was collected.
• No laboratory work began.
• No medical review began.

3. Home kits

A full refund usually applies before dispatch.

Reasonable delivery costs may apply after dispatch.

Opened biological collection kits may be non-returnable.

Faulty kits will be replaced without charge.

4. Clinic appointments

Appointments may be cancelled with reasonable notice.

Late cancellation charges may reflect clinic costs.

Missed appointments may not receive refunds.

We will offer alternatives following our cancellations.

5. After sample collection

A full refund is not normally available.

Collection costs may already have been incurred.

Uncompleted service elements may remain refundable.

6. After laboratory processing begins

Completed laboratory work cannot normally be cancelled.

A partial refund may apply to uncompleted elements.

7. Incorrectly ordered tests

Contact us immediately.

We may transfer payment to another test.

Price differences will be adjusted.

Changes may become impossible after processing.

8. Testing too early

No refund automatically applies for early testing.

This applies where window guidance was clearly provided.

Repeat testing may require another purchase.

Discretionary discounts may sometimes be offered.

9. Unexpected results

Refunds do not depend upon results.

No refund applies because results were positive.

No refund applies because results were negative.

10. Unsuitable samples

Repeat collection will usually be considered first.

A refund may apply where repetition is impossible.

11. Inconclusive results

An inconclusive result does not automatically indicate failure.

Repeat testing may be clinically appropriate.

A price reduction may apply where repetition is impossible.

12. Lost or damaged samples

We will investigate sample loss or damage.

Appropriate remedies may include:

• Replacement kits.
• Repeat appointments.
• Reprocessing.
• Refunds.

13. Delayed results

Turnaround times are estimates.

Delay alone does not guarantee a refund.

We will assess unreasonable delays fairly.

14. Treatment orders

Treatment cancellation rights depend upon preparation.

Dispensed or supplied medicines may be non-returnable.

Faulty or incorrect medicines remain protected.

Separate prescribing terms may apply.

15. Customer-caused failures

Charges may apply following:

• Ignored instructions.
• Incorrect sample collection.
• False personal information.
• Missed appointments.
• Use of expired materials.

Charges will remain reasonable.

16. Refund processing

Approved refunds use the original payment method.

We will submit refunds promptly.

Banks may require five to ten working days.

17. Statutory rights

Nothing within this policy affects statutory rights.

18. Contact details

STI Test London

Email: info@stitest.london

Telephone: 0207 871 3015

Company number: 09835294