Returns & Refunds Policy
Important Information About Cancellations, Rebooking Fees and Refund Eligibility
This Returns and Refunds Policy explains how cancellations, refunds, rebooking charges, and non-returnable medical items are managed by Origin Health Care Group Limited, trading as Origin HRT.
Our services relate to hormone blood testing, clinical assessment services, consultations, prescriptions, and associated healthcare support. Orders may include medical consumables, laboratory processing, administrative handling, clinic bookings, nurse visits, consultations, and related third-party clinical arrangements.
Because these services involve time-sensitive medical items, laboratory processing, clinician time, and booked clinical capacity, different refund rules apply depending on the stage your order has reached.
Nothing in this policy affects your statutory rights under applicable UK consumer law.
Scope of This Policy
This policy applies to purchases made through Origin HRT for blood testing services, consultations, treatment planning, prescriptions, clinic attendance, nurse visits, blood collection materials, sample handling, and associated administration.
Refund entitlement depends on whether your order has been placed, dispatched, booked, attended, prescribed, cancelled, or submitted for processing.
Orders Cancelled Before Dispatch or Booking
If you contact us before your order has been dispatched, booked, or processed, we may issue a refund for the amount paid, subject to any non-refundable third-party booking or service costs already incurred on your behalf.
If no dispatch, appointment, consultation, prescription review, or chargeable third-party arrangement has yet taken place, a full refund will usually be available.
Dispatch of Medical Items
Once a blood test order, treatment item, or medical consumable has been dispatched, it is treated as involving a medical item and we do not accept returns.
Any refund agreed after dispatch may be processed less any fixed kit, pharmacy, shipping, or administrative charges already incurred.
This reflects the fact that dispatched medical materials cannot be returned to stock, reused, or reissued.
Important
Dispatch does not guarantee that the full order price remains refundable. Once materials have left our control, related medical supply costs may become non-refundable even where another part of the order is later cancelled.
No Returns of Dispatched Medical Goods
For hygiene, safety, pharmacy, and clinical handling reasons, dispatched blood collection materials, medications, and related medical consumables cannot be returned for resale, restocking, or reuse.
We therefore do not accept physical returns of dispatched medical items, whether opened or unopened.
Clinic Appointments and Nurse Visits
Origin HRT may arrange clinic appointments, blood collection services, consultations, and where applicable nurse visits. These services involve reserved clinical capacity and third-party scheduling.
If a clinic appointment, consultation, or nurse visit is missed, or cancelled too late, it may need to be rebooked at additional cost.
Any applicable rebooking charges are non-refundable.
Late Cancellations and Non-Attendance
If you do not attend a booked appointment, are unavailable for a booked nurse visit, or cancel too late for us to avoid the associated clinical booking cost, the appointment may be treated as missed.
In those circumstances:
- the original booking or consultation fee may remain non-refundable; and
- any replacement appointment may need to be booked again at the applicable charge.
A missed or late-cancelled appointment does not create entitlement to a refund or credit unless we confirm otherwise in writing.
Laboratory Processing and Clinical Review
Once a sample has been collected and laboratory processing or clinical review has started, the service has been materially performed and related charges are non-refundable.
This includes circumstances where laboratory preparation, handling, transport, accessioning, analysis, prescription review, or clinician assessment has already taken place.
Marker Failure and Analytical Limitations
In a small number of cases, one or more markers may fail during transport, sample handling, or laboratory analysis.
This is an inherent limitation of diagnostic testing and may occur for reasons outside our control, including sample integrity, transport conditions, processing variables, or analytical constraints.
Where an individual marker fails, this does not automatically invalidate the entire test and is not usually subject to a partial refund.
Where appropriate, we may at our discretion arrange a retest, recollection, or alternative resolution.
Damaged or Incorrect Items
If dispatched materials arrive damaged, incomplete, or incorrect, you should notify us as soon as reasonably possible after delivery.
Where we confirm a dispatch issue, we may provide a replacement, correction, or other appropriate remedy.
We may request photographs and order details before resolving the issue.
How Refunds Are Processed
Where a refund is approved, it will usually be returned to the original payment method unless otherwise agreed.
Any approved refund may be reduced by non-refundable medical, pharmacy, laboratory, shipping, booking, or administrative charges already incurred.
How to Request a Refund Review
To request a cancellation, refund review, or order check, please contact Origin HRT using the contact details published on our website.
Please include:
- Your full name
- Your order reference
- A clear explanation of the issue
- Any supporting photographs or documents, where relevant
Statutory Rights
Nothing in this Returns & Refunds Policy limits or excludes any rights you may have under applicable consumer law.
Policy Updates
We may amend this policy from time to time to reflect operational, regulatory, legal, or service changes.
The latest version published on our website will apply from its stated revision date.
Last revised: 20 April 2026