1. Finger-Prick Blood Testing Kits

Your eligibility for a refund depends on the stage of your order:

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1.1 Admin Fee

Once a kit has been dispatched, it is considered a bespoke medical item. For hygiene and safety reasons, dispatched kits cannot be returned to stock or reused.

The £15 fee covers:

• Single-use medical components
• Outgoing shipping costs
• Administrative handling

1.2 Time Limit

Refund requests for unused kits must be made within 14 days of delivery. Testing kits older than 6 months are considered expired and are not eligible for refund or replacement.

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2. Failed or Unviable Samples

We understand that finger-prick blood collection can be challenging for some individuals.

2.1 Sample Viability

An unsuccessful sample does not necessarily indicate a faulty kit. Approximately 5% to 10% of individuals may be unable to provide sufficient blood due to:

• Poor circulation
• Rapid clotting
• Physiological differences

2.2 Our Support Commitment

If your sample is unsuccessful:

First Failure
One replacement finger-prick kit will be provided free of charge.

Subsequent Failures
If a second kit is unsuccessful, a £15.00 kit and administration fee will apply for additional replacement kits.

Alternative Collection
If finger-prick testing is consistently unsuccessful, we may recommend a venous blood draw performed by a qualified professional. Additional fees may apply for this service.

2.3 Refusal of Alternatives

If you choose not to proceed with a replacement kit or recommended venous draw after a failed attempt, a partial refund may be issued minus a £15.00 fee to cover kit, shipping, and administrative costs.

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3. Phlebotomy and Clinic Appointments

If you have booked a venous blood draw in clinic or via a home visit:

3.1 Cancellation More Than 24 Hours

Full refund of the phlebotomy fee (excluding kit costs if already dispatched).

3.2 Cancellation Less Than 24 Hours or No-Show

The phlebotomy fee is 100% non-refundable.

3.3 Late Arrival

If you arrive more than 10 minutes late, the clinician may be unable to complete your appointment and no refund will be issued.

If you contact the clinic in advance, they may attempt to accommodate you. This is at the discretion of the phlebotomy provider and cannot be guaranteed.

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4. How to Request a Refund

To request a refund, please contact:

Email: support@arctrt.co.uk

Please include:

• Your full name
• Your order number
• Reason for the request

Approved refunds are processed to the original payment method within 5 to 10 working days.

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5. Damaged or Faulty Kits

If your kit arrives damaged or missing components, we will provide a replacement. Please notify us within 48 hours of delivery and provide a photograph of the issue.

Examples include:

• Missing lancets
• Missing labels
• Damaged packaging
• Broken components

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6. Payment Disputes and Chargebacks

By purchasing our services, you agree to contact ARC directly to resolve any payment or service issues before initiating a chargeback.

6.1 Unauthorised Chargebacks

Initiating a chargeback after a service has been provided, such as after kit dispatch or laboratory processing, may be considered a breach of these Terms.

6.2 Account Suspension

We reserve the right to suspend or restrict access to services, clinical results, or future purchases where an unjustified payment dispute is initiated.

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7. Statutory Rights

Nothing in this Refund Policy affects your statutory rights under UK consumer protection law.