Refund Policy

Cancellation and Refund Policy

At Lola Health, we strive to provide our customers with the best possible service. If you need to cancel your order, please contact us as soon as possible. Our cancellation and refund policies are as follows:

General Cancellation Terms:

  1. Before Dispatch:

    • No Fee: If you cancel before we have dispatched your testing kit, there will be no charge, and you'll receive a full refund.

  2. After Dispatch:

    • £15 Deduction: If the testing kit has already been dispatched, a £15 fee will be deducted from your refund to cover the cost of the kit.

  3. After Sample Analysis:

    • No Refund: In general, providing all the results are valid and your sample has been received and analyzed, refunds are not possible.

    • In the event that a sample provided for testing is deemed invalid due to factors beyond our control, such as degradation caused by delayed delivery or improper transport, we reserve the right to decide the appropriate resolution at our sole discretion. This may include, but is not limited to, offering a full free retest or a voucher. Decisions on such cases will be made by us in consultation with our medical team, and we are not obligated to provide any reimbursement or compensation unless otherwise stated.

  4. Appointment Cancellations:

    • No Refund: If you cancel an appointment with our phlebotomist, no refund will be provided.

  5. Phlebotomist Cancellations:

    • Full Refund: If our phlebotomist cancels an appointment and we cannot reschedule, you will receive a full refund.

  6. Company Errors:

    • Full Refund: If we make an error, such as sending the wrong kit, you will receive a full refund.

  7. Refund Method:

    • Payment Method: Refunds will be processed using the original payment method, either back to your card or in vouchers if that was your method of payment.

Damages and Issues:

  • Inspect Upon Receipt: Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or incorrect. We will evaluate the issue and take the necessary steps to resolve it.

Exceptions / Non-Returnable Items:

  • Blood Sample Kits: Blood sample kits are non-returnable and non-refundable. Due to legal restrictions, they cannot be reused, even if still sealed.

  • Sale Items and Gift Cards: We cannot accept returns or refunds on sale items or gift cards.

 

Other Circumstances Not Eligible for Refunds (see T&C for more details):

  • Incorrect Information During Order Placement: Refunds will not be issued for tests or retests that fail due to inaccurate or incomplete information provided at the time of order. This includes mismatched profiles, incorrect email addresses, or other details essential for processing the test.

  • Non-Compliance with Pre-Appointment Instructions: Unsuccessful blood draws caused by failure to follow pre-appointment guidelines, such as staying hydrated, avoiding alcohol, adhering to fasting requirements (if applicable), or maintaining body warmth, are not eligible for refunds. These instructions are critical to ensure sample quality and collection success

  • Unsuccessful Appointments: Refunds will not be provided for missed or unsuccessful appointments resulting from incorrect address details, the client being unavailable at the scheduled time, or issues such as phobias or fainting that prevent the phlebotomist from collecting the sample.

 

European Union 14-Day Cooling-Off Period:

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason, under the EU Consumer Rights Directive:

  1. 14-Day Cooling-Off Period: You can cancel or return your order within 14 days from the date you receive it, provided the item is unused, with all tags and original packaging intact.

  2. Proof of Purchase: Please provide the receipt or proof of purchase for returns.

  3. Exceptions: Please note that blood sample kits are exempt from this cooling-off period due to health and safety regulations.

Refund Process:

  • Inspection: Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

  • Approval: If approved, your refund will be processed to your original payment method within 10 business days.

  • Bank Processing Time: Please allow time for your bank or credit card company to process and post the refund.

  • Delayed Refunds: If more than 15 business days have passed since your refund approval, please contact us at support@lolahealth.co.

Lola is the trading name of Lola Health Ltd, a company registered in England and Wales under Company Number 15961806, with its registered office at 85 Great Portland Street, London, W1W 7LT. Lola Health Ltd is a subsidiary of Longevity Lab, Inc., a company registered in Delaware, United States.