1.1. We reserve the right to restrict deliveries in certain areas, including the right to eliminate certain areas from our delivery schedule altogether.
1.2. In any event, our liability to you will be limited to the price of goods not delivered and the cost of delivery.
2.1. In the event you receive an incorrect delivery or are not satisfied, you must notify our customer support team immediately within 24 hours.
2.2. Please note that we do not accept returns for any biomedical testing kits.
3.1. We must be notified of any additional access required for delivery, such as a building entry code or any other relevant and important information that will affect the delivery.
3.2. We take special care to ensure that deliveries reach the purchaser.
3.3. It is your responsibility to ensure that an appropriate person is available at the delivery address at all times during the delivery.
3.4. We may ask that an appropriate person signs for the goods upon delivery. If no one is at the address when the delivery is attempted, the goods will be retained by the courier company unless we are able to post them.
3.5. The courier company will leave notification of delivery and will telephone to attempt to rearrange the delivery or collect the delivery from the nearest collection depot at the cost of the purchaser.
3.6. Should you fail to be present for your delivery, we are entitled to charge you the cost of delivery.
3.7. Please note that adverse weather conditions or other events outside of our reasonable control may result in the occasional late or canceled delivery. If that is the case, we will endeavor to contact you as soon as we are able to in order to reschedule your delivery time and date.
3.8. In any event, our liability to you will be limited to the price of goods not delivered and the cost of delivery.
3.9. The courier companies we use will always attempt to make deliveries when an appropriate person is able to receive the delivery.
3.10. In the event that you instruct us or the courier company to leave a delivery unattended at your address, BioHealthcare Networks expressly disclaims all liability that may arise due to the delivery being left unattended for a period of time. This includes but is not limited to theft, tampering, and any contamination.
4.1. If your package is visibly damaged or appears to have been opened upon delivery, you must notify our customer support team immediately within 24 hours.
4.2. Do not use or dispose of the damaged or tampered package until you have contacted us and received further instructions.
4.3. Depending on the circumstances, we may arrange for a replacement or refund.
4.4. Our liability in such cases is limited to the price of the goods and the cost of delivery.
5.1. If a blood test fails due to insufficient biomarkers or poor quality of the blood sample
-5.1.1 Refunds will not be provided.
-5.1.2 A repeat test may be offered at the sole discretion of BioHealthcare Networks.
5.2. It is the responsibility of the customer to follow pre-test preparation guidelines (e.g., fasting, hydration) to help ensure an acceptable blood sample is collected.
6.1. From time to time, 3rd party couriers may leave the delivery with a neighbor.
6.2. In the event the courier leaves the delivery with a neighbor, we will not be liable for any loss of product or damages to the delivery.
7.1. Order and collect are available from selected locations.
7.2. When you place your order, you will have this option. Simply tick the box, and we will provide the details of your nearest order and collect location.
7.3. Some areas will not yet support order and collect. You will be notified by email or called regarding when and where your local order and collect service is available.
8.1. Usually delivered within 5 working days, 8 am - 9 pm. Free delivery on orders over £50 in a single transaction. Orders containing bulky/heavy items or super heavy items are not available for free delivery. Please see the details below:
- 8.1.1. Some postcodes may have an extended delivery time.
- 8.1.2. Saturday - Usually delivered between 7 am - 1 pm (not available to all postcodes).
8.2. Super Heavy Items (over 50kg):
- 8.2.1. Orders containing super heavy items are not available for free delivery.
- 8.2.2. Normally, these items will be delivered to you within 5 working days, and for some items, you may be contacted by the supplier to arrange a convenient delivery date and time.
8.3. Deliveries are limited to one delivery per day per household.
8.4. Holiday Period Deliveries:
- 8.4.1. The Christmas and New Year’s delivery period is from 1st December to 14th January inclusive.
- 8.4.2. During this period, you are able to book a maximum of 2 deliveries, and we will not be liable for any delay in the delivery via 3rd party couriers.
8.5. Failed Delivery Collection:
- 8.5.1. The purchaser is liable for any additional costs due to a failed delivery attempt.
8.6. Change of Delivery Address:
- 8.6.1. You have the ability to change this address during the payment process feature on the website, and you must do so if the delivery address is not the same as the credit card billing address.
9.1. Tests are subject to availability and prevailing market conditions.
9.2. We may limit the quantities of goods supplied to any one customer if, in our opinion, the quantity ordered jeopardizes availability for other customers.
9.3. In the event of non-availability of any goods you order, we may offer a reasonable substitute. This may affect the price you pay.
9.4. You may reject any substitute item, and we will refund the amount you have been charged for that substitute.
9.5. It is our policy to identify any substitute items to you at the time of delivery and give you the opportunity to accept or reject the item at that time.
9.6. We will always try to supply you with the full quantity that you have ordered.
9.7. In the event that the goods delivered to you are incomplete or include incorrect goods, you must notify us promptly.
9.8. You will not be charged for any incorrect goods or goods which you have not received.
9.9. In any event, our liability will be limited to the price of the goods not delivered or incorrectly delivered and the cost of delivery.
10.1. At the time of your home test booking, the time and date are only a request and will be confirmed via email and a call by our customer service team.
10.2. Should you need to change or cancel the test time and date, we would require 48 hours’ notice.
10.3. Should you book a home/office test and not be available at the time when our clinician has arrived and then a test has not been performed, you would be liable for a £70 cost for the travel for the retest only.
10.4. Our waiting time on a home/office test is limited to 15 minutes. Any waiting time longer than this is solely at the discretion of the clinician taking the test.
11.1. Refund Requests:
- If you have received a kit but no longer wish to proceed with the test, or you forgot to cancel your subscription before a new kit was dispatched, you can request a refund by emailing support@biohealthcarenetworks.com from the email address associated with your BioHealthcare Networks account.
11.2. Information Required:
- Include the date of the order and your full name in your refund request.
11.3. Refund Amount:
- BioHealthcare Networks will refund the cost of the test minus a £8.50 fee for the physical kit.
11.4. Kit Return:
- Do not return the physical kit, as they are classified as medical equipment and cannot be reused, even if unopened.
11.5. Refund Eligibility:
- Refunds cannot be processed after your sample has been received by the lab.
11.6. Time Frame:
- Refund requests are accepted up to two months after the initial transaction.
11.7. Reimbursement Method:
- Refunds will be issued using the same payment method used for the original transaction.
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