Cancellations and refunds – Bowel Cancer Test

Supplier: Pop Up Docs Limited, registered in England, company number 13147400, 28-29 Wilcox Close, London, SW8 2UD.
To cancel or request a refund: hello@bowelcancertest.co.uk or 0207 207 6919. Last updated: August 2026.

Draft, not yet legally reviewed. The positions below are commercially reasonable and consistent with the Consumer Contracts Regulations 2013, but a solicitor should check them before publication.

The short version

Situation	What you get
You change your mind before we post the kit	Full refund
Kit posted, seal not broken, within 14 days	Return it and get a full refund, or keep it and we refund £65
Seal broken, sample not yet sent	No refund. See why below
Sample received by the laboratory	No refund. The service has been performed
We decide the test is not right for you	Full refund, at any stage
Kit lost or damaged in the post	Free replacement
Laboratory rejects your sample	Free replacement kit
Consultation cancelled with 24 hours notice	Rebooked at no charge

Your legal right to cancel

Because you are buying at a distance, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days to cancel, starting the day after your kit is delivered. You do not have to give a reason.

There are two situations where that right falls away, and both are set out in the Regulations rather than invented by us.

Once the sealed kit is opened. Regulation 28(3)(a) removes the cancellation right for sealed goods that are not suitable for return for health protection or hygiene reasons, once unsealed after delivery. A stool collection kit is squarely within that. We cannot resell it, we cannot reuse it, and we would not want to.
Once the service has been fully performed, where you asked us to start within the cancellation period and acknowledged that you would lose the right. In practice that means once the laboratory has analysed your sample.

Cancelling before the kit is posted

Email or call us and we will refund the full £75. Kits are packed by hand, so if you tell us before it goes out there is nothing to recover and nothing to deduct.

Cancelling after the kit is posted

If the outer seal on the collection kit is intact and you tell us within 14 days of delivery, you have two options.

Return the kit and we refund the full £75. We will confirm the return address. You pay the return postage, which is usually a couple of pounds.
Keep the kit and we refund £65. The £10 difference covers the kit and the postage out to you. For a kit of this value, posting it back is often not worth anyone’s time, so most people take this option.

If the seal is broken, we cannot accept a return or offer a refund, for the reason set out above.

If we decide the test is not right for you, you get everything back

This is the part that matters most and it is deliberately more generous than the law requires. If at any point we conclude that a home test is the wrong thing for you, whether that emerges from the questions on the order page, from your consultation, or from something you tell us after the kit has already arrived and been opened, we refund you in full. That includes cases where your family history means you need colonoscopy surveillance rather than a stool test. We would rather lose the sale than take money for a test that is not the right answer.

Once your sample reaches the laboratory

At that point the analysis has been requested and the cost has been incurred, so we cannot refund the test. You still receive your figure, your written GP report and your consultation, which is the whole of what you paid for.

A raised or unwelcome result is not grounds for a refund. The test worked. That is worth saying plainly, because it is the most common reason people ask.

If something goes wrong at our end

Your kit never arrives. Tell us and we will send another at no charge. If you would rather not continue, we will refund you in full.
Your kit arrives damaged or incomplete. Free replacement, no questions.
The laboratory rejects your sample. This happens occasionally, usually because a sample was in transit too long or was collected in a way the analyser cannot read. We send a replacement kit free of charge, and there is no limit on this. It is not your fault and you will not be charged twice for one test. If you would rather stop there, we will refund you in full.
We cannot deliver the consultation. We will rebook it, as often as it takes. If we genuinely cannot provide it at all, we will refund £25 of the £75, since the test, your figure and the written report will already have been delivered.

If you never send the sample back

We will remind you, because an unreturned kit is the most common way this test fails to help anybody. But we cannot refund a kit that was delivered, opened and never used, and collection kits carry an expiry date printed on them. After that date the kit cannot be analysed and a new one would need to be ordered.

Consultations

The £50 consultation can be cancelled or moved free of charge with at least 24 hours notice. With less than 24 hours notice, or if you do not attend, the fee is not refundable, because the slot cannot be given to anyone else.
The consultation included with your test has no separate fee, so there is nothing to refund. You can rebook it as often as you need.
If a consultation is cut short or cannot go ahead because of a problem at our end, we will rebook it at no charge or refund it.

How to ask, and how long it takes

Email hello@bowelcancertest.co.uk or call 0207 207 6919. You do not need a particular form of words. Tell us your order reference if you have it.

Where a refund is due we will make it to the card you paid with, and the Regulations require this within 14 days. We aim to process refunds within 3 working days of agreeing them, though your bank may take a few days more to show it.

This does not affect your other rights

Nothing here limits your rights under the Consumer Rights Act 2015 if something we supply is faulty, not as described, or not carried out with reasonable care and skill. If you are unhappy with how we have handled a refund, our complaints route is on the contact page, and you can also raise matters with the Care Quality Commission.