Returns, Cancellation & Refund Policy

Last updated: 30 March 2025

This policy covers returns, cancellations, and refunds for:

  1. Blood Tests

  2. Supplements (including NMN)


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.

  1. 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.

  1. 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.

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

  1. Appointment Cancellations:

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

    • Rescheduling Fees: If rescheduling is required, a rebooking fee of up to £80 may apply. If a new test is required due to an unsuccessful appointment, a fee starting from £50 will be charged.

  1. 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 incorrect kit, we’re happy to provide a replacement. However, if you choose not to proceed, you are entitled to a full refund.

  1. 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 check your order as soon as you receive it. If any items in the kit are defective, damaged, incorrect, or missing, contact us immediately. We will review the issue and take the appropriate 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:

  • 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.

  • Non-Compliance with Pre-Appointment Instructions: Refunds will not be issued for unsuccessful blood draws due to failure to follow pre-appointment guidelines such as staying hydrated, avoiding alcohol, adhering to fasting requirements, or maintaining body warmth.

  • Unsuccessful Appointments: Refunds will not be provided for missed or unsuccessful appointments resulting from incorrect address details, the client being unavailable, or issues such as phobias or fainting.

  • Clinic Draw and Self-Draw Appointments: Clients must ensure that their first name, last name, and date of birth are clearly written on the vacutainers. The lab form must be completed accurately. If the lab marks samples as invalid due to labeling errors, the client will not be eligible for a refund. If the sample is marked "unlabelled," a retest fee starting at £50 applies. If the sample is deemed "insufficient," "contaminated," "too old," or "haemolysed," a full repurchase is required for retesting.

  • Client Responsibility for Sample Collection: Clients must collect an adequate blood sample, ensuring that vacutainers are filled to more than half of their capacity and drawn in a clean, sanitized environment to prevent contamination.


Subscription Renewals:

  • Refund Policy: Subscription cancellations are the client’s responsibility. If a refund is requested for a subscription renewal after dispatch, a £15 inconvenience fee will be deducted.


European Union 14-Day Cooling-Off Period (Blood Tests)

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:

  • 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.

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

  • Exceptions: 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.


2. Supplements

This section applies specifically to supplement products sold by Lola Health, including NMN and related supplements.

Eligibility for Returns:

To qualify for a return, supplement products must:

  • Be unopened and unused.

  • Be returned within 30 days of receiving your order.

  • Be in their original packaging.

  • Be deemed saleable – this means the product must be in a condition suitable for resale (e.g., no damage to the box, packaging intact).

  • Include proof of purchase (order confirmation or receipt).

Opened or used products cannot be returned unless defective or incorrect.

Return Process:

  • Contact support@lolahealth.co with your order number and reason for return.

  • Wait for our approval and return instructions.

  • The customer is responsible for return shipping costs unless the item is faulty or incorrect.

  • Items returned without prior approval will not be accepted.

  • The customer is responsible for return shipping costs unless the item is faulty or incorrect. A return label will not be provided by Lola Health.
  • Refunds will only be processed once the returned item is received by Lola Health and deemed saleable.

Damages and Incorrect Items:

  • Inspect products on delivery.

  • Immediately report damaged, defective, or incorrect items to support@lolahealth.co.

  • We will arrange replacements or refunds as appropriate.

Exchanges:

  • We accept exchanges only if there is a valid reason, such as receiving an incorrect product. In such cases, a replacement will be dispatched once the original item is returned, received by Lola Health, and confirmed to be saleable. If you ordered the incorrect product or changed your mind, we’re happy to offer a credit note of equal value, provided the product is unopened, unused, in its original packaging, returned within 30 days of receipt, includes proof of purchase, and is deemed saleable upon return. Return shipping costs will apply if the return is due to a change of mind or customer error, and please note we do not offer refunds on supplement returns. Credit notes will be issued only once the returned item has been received and approved by our team.

Refunds:

  • Upon receipt and inspection, we'll notify you if the refund is approved.

  • Refunds will be processed via your original payment method within 10 business days depending on your bank's process.

  • Contact us if more than 15 business days have passed since approval.

European Union 14-Day Cooling-Off Period (Supplements):

Under EU law, supplement orders shipped to EU countries can be returned within 14 days from delivery without justification if:

  • Product is unopened, unused, and in original packaging.

  • Proof of purchase is provided.

  • Return shipping is paid by the customer.


Non-Returnable Supplement Items:

  • Opened or used supplements.

  • Sale items.

  • Gift cards.

 

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.