This Refund & Returns Policy outlines how refunds, replacements, and returns are handled for services and products purchased through Levitas Diagnostics. Because we work with third-party laboratories, phlebotomy services, and fulfilment partners, certain elements of the policy are dependent on their operational requirements.
By placing an order with us, you agree to the terms below.
2. Refund Eligibility
Refunds are considered under the following circumstances:
2.1. Refunds Prior to Kit Dispatch
You are eligible for a full refund if your test kit has not yet been dispatched. Refunds will be processed within 7–10 working days to the original payment method.
2.2. Refunds After Kit Dispatch (Unopened Kits Only)
Once a kit has been dispatched from our fulfilment partner:
· Refunds can only be issued if the kit is returned unused, unopened, and in its original condition.
· The return must be initiated within 14 days of delivery.
· A return handling fee may apply, depending on the third-party provider’s fee structure.
· Return postage is the customer’s responsibility unless the kit was sent in error.
Kits that have been opened, tampered with, or exposed to contamination cannot be refunded under any circumstances due to health and safety regulations.
2.3. Refunds for Uncompleted Tests
A refund cannot be issued if:
· The test kit has been opened or used.
· A sample has already been registered with the third-party lab.
· The sample has been sent to the laboratory (even if results are pending).
· The testing window has expired due to delayed return by the customer.
2.4. Faulty or Damaged Kits
If your kit arrives damaged, incomplete, or defective:
· A replacement kit will be sent free of charge.
· Damage must be reported within 48 hours of delivery, with photo evidence.
If the issue is caused by a third-party supplier, replacement timing may depend on their processing times.
3. Non-Refundable Items
The following cannot be refunded:
· Used or opened test kits
· Phlebotomy appointments once completed
· Home-visit appointments once attended
· Tests rejected by the lab due to user error, e.g.:
o Insufficient sample
o Contamination
o Expired kit
o Incorrect packaging or posting
· Additional courier or postage fees
If a sample is rejected through no fault of the client, the laboratory may offer a complimentary retest — this is at the discretion of the third-party lab.
4. Third-Party Laboratory Conditions
Levitas Diagnostics partners with accredited external laboratories for:
· Kit fulfilment
· Sample testing
· Phlebotomy services
· Reporting and medical review
As such:
· Refunds may be subject to the third-party partner’s own terms
· Once a sample reaches the laboratory, refunds are no longer possible
· Replacement kit approvals depend on the supplier’s protocol
We will always act as your point of contact and advocate on your behalf.
5. Returns Process
To request a return: 1. Email: diagnostics@levitasgroup.com ??
2. Include:
a. Order number
b. Full name
c. Reason for return
d. Photo of kit (if faulty/damaged)
3. Once approved, you will receive return instructions.
Refunds are issued after the returned kit is inspected and verified unused.
6. Processing Times
· Refund approval: up to 5 working days
· Refund to your bank: 7–10 working days
· Replacement kits: dispatched within 2–3 working days, depending on partner.
7. Contact
For all refund or return enquiries: diagnostics@levitasgroup.com