Returns Policy
Returns Policy for Atlas Laboratories Ltd.
Effective Date: 12.12.2023
At Atlas Laboratories, we are committed to providing our customers with a high-quality service. We understand that sometimes plans change, and you may need to cancel or request a refund. Below are the terms and conditions regarding refunds and cancellations.
1. Refunds
Eligibility for Refunds:
Refunds are available only for products or services that have been purchased directly from Atlas Laboratories Ltd. and that meet the criteria outlined below.
– For products: A refund may be requested if the product is defective, damaged, or incorrect upon delivery.
– For services: A refund may be requested if the service has not been performed as per the agreed terms or if there is a failure to deliver the service in a timely manner.
Non-Refundable Items:
– Custom-made products or services that are tailored to a specific client request.
– Digital products or services that have already been delivered or accessed
– Blood tests where our partner laboratory have received your sample and began testing.
– Advanced Diagnostic tests where our partner laboratory have received your sample and began testing.
– Services that have been partially or fully completed.
Requesting a Refund: To request a refund, please contact our customer service team at contact@atlaslaboratories.co.uk
Refund requests must be made within [30] days of purchase or delivery. Be prepared to provide the following details:
– Proof of purchase (receipt, order number)
– A description of the issue with the product or service
– Any supporting images or documentation (for defective or damaged products)
Processing Refunds:
Once your refund request is approved, we will process it within 7-10 business days.
Refunds will be issued to the original method of payment, unless otherwise agreed upon.
2. Cancellations
Cancellations for Products:
If you wish to cancel an order for a Home Test Kit before it has been shipped, please contact us immediately.
Cancellations made prior to shipment are eligible for a full refund. Once an order has been shipped, it cannot be cancelled, and our standard refund policy will apply.
Cancellations for Services:
If you wish to cancel an appointment, you must notify us 24 hours prior to the scheduled appointment date.
For our in clinic and nationwide clinic visits, the following cancellation charges apply:
If you cancel or rearrange with more than 24 hours’ notice, there is no charge.
If you cancel or rearrange on the day of your appointment or do not attend your appointment there will be a 50% cancellation fee.
If the service has already been completed, no refund will be issued.
This cancellation right does not apply if:
– you have already had a sample taken at a clinic, laboratory or at home as arranged by us;
– you have failed to attend a confirmed appointment for phlebotomy arranged in connection with your test;
– you have already sent your sample to the laboratory for analysis;
– or the 30-day cancellation period has expired.
3. Exceptions
Special Circumstances: In the event of extenuating circumstances (e.g., natural disasters, emergencies), we may consider additional flexibility with our refund and cancellation terms. Please reach out to us, and we will assess each case individually.
4. Contact Us
For all refund or cancellation requests, please contact us via:
Email: contact@atlaslaboratories.co.uk
Phone: 0333 050 3147
Thank you for choosing Atlas Laboratories.
We value your business and strive to ensure a smooth and transparent customer experience.