What is the refund or return policy?

Returns

We are unable to accept returns of PocDoc Healthy Heart Check kits. This is due to the required storage conditions of the product — once dispatched, we are unable to verify that it has been stored correctly, which could impact the health and hygiene of the product. This is in line with Regulation 28(3)(a) of the Consumer Contracts Regulations 2013.

Refunds

We can only offer a refund if you cancel your order within the 14-day cooling-off period. Please note that you will lose the right to cancel once you have opened the product, as services begin upon opening, due to the nature of our product. This is in accordance with Regulation 28(3)(a) of the Consumer Contracts Regulations 2013.

Problem with your test?

We offer a manufacturer's guarantee for all products that have not passed their expiry date. If your product is damaged or you are unable to use it, we will replace it at no cost to you.

If you are unable to achieve a successful test result, we will replace or refund the product at our discretion, at no cost to you.

• Unsuccessful test results — replacements can be ordered directly via the PocDoc app. For step-by-step guidance on how to do this, please see our article: How do I order a replacement kit from the app?
• Damaged or unusable products — please contact us here with details of the issue and we will be happy to help

Your statutory rights

This returns policy does not affect your statutory rights. You have legal rights under the Consumer Rights Act 2015 in relation to goods that are faulty, not as described, or not fit for purpose. These rights are not affected by our returns policy or by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.