Return and Refund policy
We want you to feel confident when ordering from Brandlistry.
Because we provide physical products, blood test kits, clinical services and digital reports, our return and refund terms vary depending on what you purchase.
Blood Test Kits
Unused and Unopened Kits
Unused and unopened blood test kits can be returned within 14 days of delivery for a full refund.
Please contact us before returning your kit so that we can provide the appropriate return instructions.
Used or Activated Kits
Blood test kits that have been used, opened or activated cannot be returned or refunded for health, hygiene and safety reasons, unless they are faulty.
Clinical and Digital Services
Clinical interpretation reports, written reviews and video consultations are non-refundable once the report has been delivered or the consultation has taken place.
You can cancel or reschedule a booked consultation without charge by contacting us at least 24 hours before the scheduled appointment or by using the link provided in your booking confirmation.
You generally have the right to cancel an eligible service within 14 days of purchase, provided the service has not already started.
Where you expressly request that a service begins during the 14-day cancellation period, your cancellation rights may be affected once the service has started or been fully completed.
Supplements and Skincare
Sealed and unopened supplements and skincare products can be returned within 14 days of delivery for a full refund.
Opened or used products cannot normally be returned for health and hygiene reasons unless they are faulty, damaged or incorrect.
Faulty, Damaged or Incorrect Items
Please contact us within 48 hours of delivery if you receive an item that is:
- Faulty
- Damaged
- Incorrect
- Different from what you ordered
Include your order number, a description of the problem and photographs where possible.
Once the issue has been reviewed, we will arrange an appropriate replacement or full refund, including reasonable return postage where applicable.
The 48-hour notification request does not affect your statutory rights regarding faulty, damaged or incorrectly supplied goods.
How to Request a Return or Refund
Email [email protected] and include:
- Your full name
- Your order number
- The item or service concerned
- Your reason for requesting the return or refund
- Photographs, where the item is faulty, damaged or incorrect
We aim to respond within one working day.
Do not return an item before contacting us and receiving return instructions.
Refund Processing
Approved refunds are normally processed within 5 to 10 working days.
Refunds will be issued to the original payment method used to place the order.
Your bank or payment provider may require additional time to display the refund in your account.
Your Statutory Rights
Nothing in this policy limits or excludes your rights under applicable UK consumer protection law.
Contact Us
For questions about a return, cancellation or refund, contact:
Email: [email protected]
Brandlistry Ltd
Registered address: [insert registered address]
Company registration number: [insert Companies House number]