Refund policy

Last Updated: 01/05/2025

Reframe ("we", "us", "our") is committed to maintaining transparency, fairness, and legal compliance in the way we manage cancellations, returns, and refunds. This policy sets out your rights and our responsibilities in line with the Consumer Contracts Regulations 2013, the Consumer Rights Act 2015, and other applicable UK and EU consumer protection laws. It also outlines specific provisions that apply to our business customers.

If you have any questions or concerns regarding this policy or your rights under it, please contact our Screening Support Team at screening-support@reframe.co.uk .

SECTION A: CONSUMERS (UK & EU)

This section applies only to individuals acting wholly or mainly outside of their trade, business, craft or profession.

1. Your right to cancel

Under the Consumer Contracts Regulations, you have the legal right to change your mind and cancel your purchase within 14 calendar days of receiving your cancer screening test kit.

To exercise this right:

• You must notify us in writing (email or online form) within the 14-day cancellation period.

• The product must be unopened, unused, and returned in its original condition.

2. Exceptions to the right to cancel

You cannot cancel your order or receive a refund in the following circumstances:

• The test kit has been opened, used, or unsealed, due to health protection and hygiene considerations.
• You have already sent or registered your sample using the kit.
• The product is bespoke, personalised, or ordered in bulk to your specifications.
• The 14-day cooling-off period has expired.
• The product has been damaged while in your possession.

Once a sample has been sent or the kit opened, the right to cancel is void, and no refund will be issued.

3. How to cancel

To cancel, contact our Customer Service Team by:

• Email: screening-support@reframe.co.uk
• Telephone: 0207 965 0291  

Please include your order number, contact details, and the reason for cancellation.

4. Returning the product

• You must return the test kit to us within 14 days of notifying us that you have changed your mind.
• The product must be unopened and unused.
• You are responsible for the cost of returning the product.
• We recommend using a tracked postal service. We cannot be held liable for items lost in transit.

Return Address:

We may reduce your refund if the product has been handled in a way that would not be acceptable in a retail environment (e.g., damaged packaging, signs of tampering).

5. Refunds

If you are eligible for a refund:

• We will issue the refund within 14 days of receiving the returned item or proof of return.
• The refund will cover the cost of the product only. We do not refund original delivery charges, except where the product is faulty or delivered in error.
• Refunds are made to the original payment method.
• No administrative fees are applied to refunds.

6. Faulty or damaged products

You are entitled to a refund or replacement if the product you receive is:

• Faulty (e.g. damaged in transit or not as described);
• Incomplete or not fit for its intended purpose;
• Not delivered as agreed.

To raise a claim, contact our Customer Service Team within 7 days of receipt. We may ask for photographic evidence and will process your case accordingly.

SECTION B: BUSINESS CUSTOMERS

This section applies to all commercial buyers, including employers, clinics, resellers, and other organisations purchasing in the course of business.

1. Exclusion from Consumer Rights

Business purchases are not subject to the Consumer Contracts Regulations or cooling-off periods. However, we offer limited refunds or exchanges as a goodwill gesture under certain conditions.

2. Return conditions

We may, at our discretion, accept returns if:

• The kits are returned within 14 days of receipt.
• The products are unused, unopened, and in resalable condition.
• The request is supported by an invoice or purchase order reference.
• The return is pre-approved in writing by our Customer Service Team.

3. Non-returnable items

We do not accept returns or offer refunds for:

• Opened or used test kits;
• Products returned after the 14-day window;
• Customised, private-label, or volume orders;
• Kits with missing components or visible signs of tampering;
• Kits returned without prior authorisation.

4. Faulty or incorrect products

If you receive a product that is faulty or incorrect:

• Notify us within 7 days of delivery.
• We will review your case and, where appropriate, offer a replacement, repair, or refund.
• We may request the item be returned for inspection.

5. Refunds

• Refunds (if granted) will be issued within 14 days of receiving the returned product.
• The refund will cover only the net price of the product. Delivery fees and return postage are non-refundable unless the product is faulty.