Jeen Health · Legal
Cancellations, Refunds & Returns
The short version
- Changed your mind before counselling? Full refund.
- After counselling, before the kit ships? We keep the counselling fee for the session you had; the balance is refunded.
- Kit already sent? Return it unused within 30 days and returns are free. A £30 kit charge applies only if a dispatched kit is not returned unused.
- Sample already at the lab? The service is treated as performed, so no refund.
- Test failed? You get a free redraw, not a refund - 1-5% of genetic tests fail.
- Pregnancy loss (NIPT)? Full refund, wherever your order is in the process.
This page reproduces the cancellation, delay and test-failure sections of our Terms & Conditions, which are the authoritative version. Nothing here affects your statutory rights under the Consumer Rights Act 2015.
Delays outside our control
Results sometimes take longer for reasons we cannot control or influence, including customs or import checks, courier or postal delays, laboratory backlogs, and failed test runs. We will keep you informed if we become aware of a delay, but we are not responsible for delays outside our control, and they do not entitle you to a refund.
Cancellations & refunds
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you normally have 14 days from placing your order to change your mind. Because our service involves clinical time delivered with your consent, a sealed medical sample kit, and laboratory analysis that cannot be undone, the amount we can refund reduces as we begin delivering the service, as follows. Nothing in this section affects your legal rights under the Consumer Rights Act 2015 where a service is faulty or not as described.
| When you cancel | What we keep | What we refund |
|---|---|---|
| Before your genetic-counselling session (kit not dispatched) | Nothing | Full refund |
| After a genetic-counselling session, before your kit is dispatched | The counselling fee for the session length delivered (below) | The balance |
| After your kit has been dispatched (kits ship only after counselling) | Counselling fee (below); a £30 kit charge applies only if the kit is not returned unused (free returns - see below) | The balance |
| After your sample has been sent to the laboratory | The full price - the service is treated as fully performed with your prior consent (Reg. 36) | No refund* |
Genetic-counselling retention fees
| Session length | Individual | Couple |
|---|---|---|
| 30 minutes | £80 | £160 |
| 45 minutes | £110 | £110 |
| 60 minutes | £150 | £150 |
These retention fees apply only to paid consultations with a registered genetic counsellor - not to the free midwife or GP consultations included with certain tests. The couple rate applies to the 30-minute session; the 45- and 60-minute sessions are charged at the single rate. Optional blood-collection fees are non-refundable once the collection has taken place.
Returns of unused kits - 30 days, free. If you have received a kit and change your mind, you may return it unused within 30 days of delivery for a full refund of the kit price. Returns are free - email us at my@jeen.health and we'll send you a prepaid return label; there is no kit administration charge on a kit returned unused within this window. We refund to your original payment method within 5-10 working days of receiving the returned kit. For hygiene and safety we cannot accept a kit whose seal has been broken or whose contents have been used, except where the kit is faulty (section 10). The £30 kit charge above applies only where a dispatched kit is not returned to us unused.
Pregnancy loss (NIPT). If you suffer a pregnancy loss after ordering but before the laboratory has analysed your sample, please contact us - we will refund you in full wherever your order is in the process. We are sorry for your loss.
How refunds are paid. Approved refunds are made to your original payment method via Stripe, normally within 5-10 working days. We cannot refund to a different card or account.
Test failure & free redraws
Genetic tests carry an inherent chance of failure - typically 1-5% - where the laboratory cannot obtain a reliable result from your sample (for example due to low DNA yield, sample quality, or a failed sequencing run). This is a normal characteristic of the technology, not a fault in our service.
If your test fails, we will arrange a free redraw (or re-collection) and re-analysis at no extra cost to you. We do not offer refunds for failed tests.