Refund policy

Last updated: July 2026

We want you to feel confident ordering from Omega-3 Index Test. This policy explains what you can return, how returns work, when refunds are issued, and your rights under UK consumer law.

The short version

• Unopened, unused kits: returnable within 30 days for a full refund (you pay return postage)
• Opened or used kits: cannot be returned for hygiene and clinical-safety reasons
• Damaged or incorrect orders: we replace or refund at no cost to you
• Faulty lab analysis: we re-test or refund at no cost to you
• Your legal rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 are not affected by this policy — see "Your legal rights" below

Your 14-day right to cancel, and our 30-day goodwill window

Because you're buying online (a "distance sale"), you have a statutory right under the Consumer Contracts Regulations 2013 to cancel your order within 14 days of receiving it. As a goodwill gesture we extend this: you can return any unopened, unused and undamaged kit within 30 days of receipt for a full refund of the kit price.

Please note the important exception below for kits that have been opened or used.

To be eligible:

• The kit must be in its original packaging, with all components present (collection card, lancet, alcohol swab, plaster, gauze, desiccant pack, biohazard return mailer)
• The outer packaging must be unopened and intact
• You must initiate the return within 30 days of receiving your order
• You are responsible for return postage and for ensuring the kit reaches us safely (we recommend a tracked service)

For the Twin Pack (2-pack): if you return one kit unopened but have already used the other, only the unused kit is refundable. The refund will be calculated on a pro-rata basis from the original Twin Pack price.

Returns we cannot accept

Your right to cancel does not apply to goods that are sealed for health protection or hygiene reasons once they have been unsealed after delivery (Consumer Contracts Regulations 2013, reg. 28). Our test kit is a single-use medical device supplied sealed for exactly this reason. We therefore cannot accept returns or offer refunds for:

• Opened, used, or partially used kits — once the seal is broken the kit cannot be safely resold or reused
• Kits returned more than 30 days after delivery
• Kits damaged after delivery through no fault of ours
• Change of mind after you have collected your sample — once you have taken a finger-prick blood sample on the collection card, the kit is considered used, whether or not you have posted it back

This does not affect your rights if the kit is faulty, damaged, or not as described — see "Your legal rights" below.

How to start a return

Before you post anything back, please email us first at hello@omega3index.co.uk with:

• Your order number
• The reason for return

We will respond within one business day to confirm the return is eligible and provide a return reference number. Please do not post your return without contacting us first — unsolicited returns may be delayed or refused.

Once we approve the return, please post your kit (with the return reference number written on the outside of the package) to:

Masdiag 
27 Old Gloucester Street
London WC1N 3AX
United Kingdom

We recommend Royal Mail tracked services or a courier with delivery confirmation. We are not responsible for returns lost in transit before we receive them. Please keep your proof of postage until your refund is processed.

Return shipping costs

Because the original outbound shipping was free, return shipping for change-of-mind returns is your responsibility. A tracked service from most parts of the UK costs around £4–£6.

This does not apply to damaged, faulty, or incorrectly fulfilled orders — see below.

When you'll receive your refund

You will receive a full refund of the kit price, including any VAT. Original shipping was free, so there is no shipping charge to refund.

Damaged or incorrectly fulfilled orders

If your kit arrives damaged, missing components, or you received the wrong product, please contact us within 30 days of delivery at hello@omega3index.co.uk with:

• Your order number
• A description of the issue
• Photos showing the damage or the incorrect item

We will arrange, at no cost to you, one of the following:

• Send a replacement kit (we cover return postage of the damaged one if needed)
• Issue a full refund, including any return postage cost we asked you to pay

Your legal rights

Nothing in this policy affects your statutory rights. Under the Consumer Rights Act 2015, the goods we supply must be of satisfactory quality, fit for purpose, and as described. If they are not:

• Within 30 days of receipt you have the right to reject faulty goods and receive a full refund
• After 30 days, you are entitled to a repair or replacement, and if that is unsuccessful, a price reduction or a refund

If the lab analysis is faulty or not carried out with reasonable care and skill, we will re-test or refund at no cost to you.

For more information about your consumer rights, visit Citizens Advice at www.citizensadvice.org.uk or GOV.UK at www.gov.uk.

EU customers

If you are ordering from the European Union, you have an equivalent statutory right to withdraw from your purchase within 14 days under the EU Consumer Rights Directive (2011/83/EU), subject to the same hygiene-seal exception for opened kits described above.

Postal (returns for EU): Masdiag, Zeromskiego 33, 01–882 Warsaw, Poland

Discount codes and refunds

If you used a discount code on your original order, your refund will be the amount you actually paid — not the original list price. If you used a single-use code on a returned order, contact us and we will reissue a new single-use code for a future purchase.

If you have questions about this policy or need help with a return:Omega-3 Index Test
Email: hello@omega3index.co.uk
Postal (returns for UK): Masdiag, 27 Old Gloucester Street, London WC1N 3AX, United Kingdom

Postal (returns for EU): Masdiag, Zeromskiego 33, 01–882 Warsaw, Poland