Refund Policy

If you’ve changed your mind or no longer want to do your finger prick test, we’re happy to refund you, minus a £10 admin fee.  

Please get in touch to request a refund, making sure you include the following: 

  • your name 
  • your order number 
  • the date you placed your order 

Please don’t send your test back to us – it’s medical equipment, and we can’t reuse it, even if it’s unopened. You can dispose of your test kit with your standard household waste. 

We’re happy to accept refund requests up to 30 days after you initially placed your order. Unfortunately, we can’t process refunds if you placed your order more than 30 days ago.  

We’ll issue your refund using the same payment method you used to place your order. Please allow 10 working days for your refund to return to your account.  

Cancelling or rescheduling  

Please note: Fees apply for late cancellations or not attending your appointment. Please give at least 48 hours' notice to cancel or reschedule to avoid extra appointment fees.  

If you need to cancel or reschedule your appointment at least 48 hours before your appointment, please get in touch with the practitioner who arranged your appointment or call our testing partner’s customer care team on 0118 403 2414. You can also email You’ll need your policy number that you received in the first text message from Inuvi. 

If you are rescheduling within 48 hours of your appointment, please visit our appointment reschedule page, add the new appointment to your basket and pay the additional appointment fee of £59. 


In the unlikely event that the practitioner can't collect your blood sample during their visit, we'll provide a refund of £159 for the blood test itself. The separate £59 appointment fee covers the cost of the practitioner's time, and the scheduling of your appointment. This fee is non-refundable.

Request a refund

If you have an issue with your order and it includes an H&B&Me product bundle, please get in touch to request a refund or cancellation.

Along with a short description of the issue, make sure you include the following: 

  • your name 
  • your order number 
  • the date you placed your order

Order cancellations

If you would like to cancel your order, please contact our customer service by contacting us here.

If your item has already been dispatched, we will be unable to cancel your order. This will therefore need to follow our returns policy.

Incorrect or missing items 

While we aim for 100% order accuracy, there may be rare instances where mistakes do occur.

Sometimes items may have been accidentally missed out of the order, or they may have been out of stock in our warehouse.

If you believe you have received the wrong item by mistake, or have an item missing, we'll aim to solve this as quickly as possible.

Please contact us and include the following information: 

  • your name 
  • your order number 
  • the date you placed your order
  • the wrong or missing item
  • photo of the bundle package

Didn't find the information you were looking for? You can find more information on our policies and answers to commonly asked questions in our help centre, or submit a request to contact us.