Refund policy
Last updated: 10 June 2026
At Chxhealth®, operated by The Durham Genome Centre Ltd, we begin processing your order shortly after it is placed. This includes confirming your test request with our on-site laboratory or approved laboratory partners, generating the required test documentation, and preparing any sampling materials or phlebotomy instructions specific to your order. This marks the commencement of our Service.
This policy should be read together with Clause 6 (Consumer Cancellations) of our Terms of Service.
1. Your statutory right to cancel (cooling-off period)
If you are a consumer buying online, you have a legal right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel within 14 days of receiving your kit (or, for services, within 14 days of placing your order).
There are two important exceptions, which apply to most of our tests:
- Service started with your consent. When you place an order, you expressly request that we begin preparing your Service straight away and you acknowledge that, once the Service has been fully performed (for example, once your sample has been analysed), you lose the right to cancel. This is required because we begin incurring laboratory and processing costs immediately.
- Sealed kits opened for health/hygiene reasons. If you unseal a sampling kit that cannot be returned for health-protection or hygiene reasons, your right to cancel that kit is lost.
2. Before we begin processing your order
If you contact us to cancel before we have begun processing your order, we will provide a full refund. Because processing often begins quickly, please contact us as soon as possible using the contact form on our website.
3. After we begin processing, but before laboratory analysis
Once we have begun processing your order, we will already have incurred direct costs, so refunds are generally not available at this stage. However, where laboratory analysis has not yet begun, we may, at Management’s discretion, offer a partial refund. Any partial refund will take into account:
- administrative and processing costs already incurred;
- laboratory initiation fees; and
- any materials or kits already allocated or dispatched.
If you cancel under your statutory right before any analysis has begun and have not unsealed your kit, please return any unopened kit within 14 days; we may deduct any reduction in value caused by handling beyond what is necessary.
4. After laboratory analysis has started
Once laboratory analysis of your sample has commenced, the Service is treated as fully performed and no refund can be issued, save for your non-excludable rights under the Consumer Rights Act 2015 (for example, if the Service was not carried out with reasonable care and skill).
5. Consent and responsibility
Before placing an order, you must ensure that you (and any other participant, if applicable):
- fully understand the nature of the test;
- consent to providing a blood, urine, stool and/or finger-prick sample as required; and
- are able to attend phlebotomy if the test requires it.
Once an order has been processed, we cannot issue refunds for a change of mind, a refusal to provide a sample, or an inability to attend sample collection — except where your statutory rights apply as set out above.
6. How to cancel or request a refund
To cancel or ask about a refund, please contact us through the contact form on our website with your order details. We will confirm receipt and the next steps. Where a refund is due, we will process it within 14 days of (i) receiving any returned kit, or (ii) your cancellation where no Service has been provided, using your original payment method.
7. Faulty service or kits
Nothing in this policy affects your statutory rights. If a kit is faulty, or the Service is not provided with reasonable care and skill, please contact us and we will put it right in line with the Consumer Rights Act 2015.