Returns Policy
Returns & Refunds Policy for Atlas Laboratories Ltd.
Effective Date: 22.12.2025
At Atlas Laboratories Ltd (“we”, “us”, “our”), trading as My Atlas, we are committed to providing a high-quality service. We understand that circumstances can change and you may need to cancel an order or request a refund. This policy explains when refunds and cancellations are available.
Nothing in this policy affects your statutory rights under UK consumer law.
1. Refunds
Eligibility for Refunds
Refunds are available only for products or services purchased directly from AtlasLaboratories Ltd and that meet the criteria below:
Products (Home Testing Kits):
A refund may be requested if the product is:
- Defective
- Damaged
- Incorrect upon delivery
Services:
A refund may be requested if:
- The service has not been performed as agreed; or
- There has been a failure to deliver the service within a reasonable timeframe.
Non-Refundable Items
Refunds are not available for:
- Custom-made or bespoke products or services tailored to a specific request
- Digital products or services that have already been accessed or delivered
- Blood tests where our partner laboratory has received your sample and begun testing
- Advanced diagnostic tests where our partner laboratory has received your sample and begun testing
- Services that have been partially or fully completed
Due to the perishable and clinical nature of diagnostic testing, once laboratory analysis hasstarted, refunds cannot be issued.
Requesting a Refund
To request a refund, please contact us at [email protected].
Refund requests must be made within 30 days of purchase or delivery (where applicable). Please provide:
- Proof of purchase (order number or receipt)
- A description of the issue
- Supporting images or documentation (for damaged or defective items)
Processing Refunds
If your refund request is approved:
- Refunds will be processed within 7–10 Working Days
- Refunds will be issued to the original payment method, unless otherwise agreed.
2. Cancellations
Cancellations for Products (Home Test Kits)
- Orders may be cancelled before the kit is dispatched for a full refund.
- Once a kit has been dispatched, the order cannot be cancelled, and refunds will only be considered in line with Section 1 of this policy.
Cancellations for Services (Clinic & Nationwide Appointments)
If you wish to cancel or rearrange an appointment, you must notify us at least 24 hours before the scheduled appointment time.
The following cancellation charges apply to in-clinic and nationwide clinic visits:
- More than 24 hours’ notice: no charge
- On the day of the appointment or non-attendance:50% cancellation fee
If the service has already been completed (including sample collection), no refund will be issued.
When Cancellation Rights Do Not Apply
Refunds or cancellations are not available if:
- A sample has already been taken at a clinic, laboratory, or at home as arranged by us
- You fail to attend a confirmed phlebotomy appointment
- You have already sent your sample to the laboratory for analysis
- The 30-day cancellation period has expired
3. Exceptions
Special Circumstances
In exceptional situations (for example, serious illness or significant disruption outside yourcontrol), we may exercise discretion.
Each case is assessed individually, whilst we try our upmost to extend flexibility to life eventsoccurring,flexibility is not guaranteed.
4. Contact Us
For all refund or cancellation requests, please contact:
Atlas Laboratories Ltd
(trading as My Atlas)
Email: [email protected]
Phone: 0333 050 3147
Thank you for choosing Atlas Laboratories Ltd.
We value your trust and aim to provide a transparent and fair customer experience.