Returns & Refund Policy

At Jeen Health, we offer advanced genetic testing services designed to provide you with personalised medical insights supported by expert counselling.

Because our services combine professional consultations and laboratory analysis, our refund policy differs from that of traditional product purchases.

1. Cancelling Before Your Test

If you decide not to proceed with laboratory testing after your consultation, you may be eligible for a partial refund, depending on the service type:

a. Cancer Genetic Screening

• Total package: £660
• Includes a 45-minute genetic counselling session (£110 value)
• If you choose not to proceed with the test after your consultation, £110 will be retained, and the remaining balance refunded to your original payment method.

b. Carrier Screening

• Total package: £660
• Includes a 30-minute pre-test genetic counselling session (£80 value)
• If you decide not to proceed with the test, £80 will be retained, and the remaining balance refunded.

c. NIPT (Non-Invasive Prenatal Test)

• Package price: ranges from £295 to £1,490, depending on the selected test.
• Includes a 20-minute midwife counselling session (£50 value).
• If you decide not to proceed with the test after counselling, £50 will be retained, and the remaining balance refunded.

2. Blood Collection Fees

Once your blood sample has been collected, your booking is considered in progress.
Please note that the blood collection fee is non-refundable, as this service is provided by a third-party phlebotomy partner and covers handling and logistics costs.

3. Refund Eligibility/Conditions

Refunds are only available if:

• Your sample has not been collected or sent to the laboratory.

Refunds are not available for:

• Completed consultations or blood collections
• Tests already in laboratory processing
• Partially completed services (e.g. sample collected but not yet analysed)
• Tests purchased through third-party providers or referral partners

4. Damaged or Incomplete Kits

If you receive a damaged or incomplete test kit, please contact us within 24 hours of delivery at my@jeen.health with your order number and photos of the issue.
We will arrange a replacement kit at no additional cost.

5. Refund Processing

Once your refund eligibility is confirmed, we will process your refund to your original payment method within 5–7 working days.
You will receive a confirmation email once your refund has been issued.

6. Contact Us

For any questions, refund requests, or assistance, please contact: my@jeen.health

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