Delivery & Refund Policy
Delivery
Order Processing
Orders are processed on the next available working day (Monday–Friday, excluding UK bank
holidays). You will receive a confirmation email once your order has been placed and a
further notification when it has been dispatched.
Delivery of Physical Items
Where your order includes physical items (such as CGM sensors or blood test kits), we aim
to dispatch within 1–2 working days. Standard delivery is via Royal Mail or a tracked courier
service and typically arrives within 2–3 working days of dispatch.
Digital & Service-Based Products
For products that include a medical report or virtual consultation, you will receive
instructions by email within 2 working days of your order being confirmed. CGM sensors and
blood test kits must be activated or returned to us as directed before your report can be
generated.
Blood Test Appointments
If your purchase includes a blood draw at our clinic (5 Huxley Road, Surrey Research Park,
Guildford, GU2 7RE), our team will contact you to arrange a convenient appointment time.
Please allow up to 2 working days to hear from us.
REFUNDS & CANCELLATIONS
Your Right to Cancel
Under the UK Consumer Contracts Regulations 2013, you have the right to cancel most
orders within 14 days of purchase, without giving a reason, provided the goods have not
been opened, activated, or used and all unused items being received at our premises.
Blood Test Orders
Orders for blood tests cannot be cancelled once dispatched. If you wish to cancel a blood
test order, you must contact us before dispatch. Please get in touch as soon as possible after
placing your order if you need to cancel:
Email: enquiries@scvc.co.uk
Telephone: 01483 467100
Tasso Blood Collection Device – Important Notice
Some of our blood test kits use the Tasso+ blood collection device, which is a self
administered device designed for home use. It is essential that you read and follow all
instructions provided with the device carefully before use.
The Tasso device requires correct technique and preparation to collect a sufficient blood sample. Failure to follow the instructions (including guidance on hydration, skin preparation, device placement, and activation) may result in an unsuccessful or insufficient blood draw.
Please note:- We are unable to offer a refund or replacement where a collection attempt has failed due to failure to follow the instructions provided.- If you are unsure about any step of the process, please contact us before attempting collection.- In the event of a confirmed device fault (i.e. where instructions were followed
correctly and the device failed to function as intended), please contact us and we will assess the matter on a case-by-case basis.
We strongly recommend reading the full instructions before opening or activating the device, as opened kits cannot be returned.
Non-Refundable Items
For health and hygiene reasons, and in accordance with Regulation 28(1)(b) of the Consumer Contracts Regulations, the following cannot be returned or refunded once opened or used:- CGM sensors that have been activated or worn- Blood test kits where the collection materials have been opened- Any product that has been used for clinical or diagnostic purposes.
Medical Reports
Once a medical report has been generated and issued to you, that element of the service is considered fulfilled and is non-refundable.
Eligible Refunds
If you wish to cancel an eligible order before it has been dispatched, or return an unopened item within 14 days, please contact us as soon as possible:
Email: enquiries@scvc.co.uk
Telephone: 01483 467100
Refunds for eligible returns will be processed to your original payment method within 14
days of us receiving the returned item, or confirmation of cancellation.
Faulty or Incorrect Items
If you receive an item that is faulty, damaged, or not as described, please contact us within
30 days of receipt. We will arrange a replacement or full refund, including any reasonable
return postage costs.
Return Postage
Unless an item is faulty or incorrect, return postage costs are the responsibility of the
customer. We recommend using a tracked service, as we cannot be responsible for items
lost in transit.