We are happy to assist you with any return or refund issues you may have, subject to the following conditions. Please note that due to bespoke bar-coding of the OvPlex™ test special conditions apply.

1. In your online account with us, you will find a record of your orders. Please refer to this to note your order number before submitting your return or refund request. If you placed your order by post or fax, you will have been sent a paid invoice with your order number on it. Alternatively, please call us and we can look up your number in our database using other personal details such as postcode.

2. For all return or refund issues, you must FIRST notify us IN WRITING by e-mail, fax or post. (NB: NOT by telephone) Your correspondence must include; your Order / Invoice Number and the reason for the return. We will then promptly write back to you explaining how to proceed from that point.

3. In the case of a test bought but no longer wanted for whatever reason and a request for a return / refund sought, within ten (10) working days from your receipt of the goods, we will honour this provided you first notify us in WRITING by e-mail, fax or post and the OvPlex™ wallet is UNOPENED. We may, if necessary require you to provide proof of purchase before a refund is made.

If the zip-tear strip on the OvPlex™ wallet is open or torn we cannot issue any refund. This is a non-negotiable. The cost and responsibility of returning the wallet to us safely if it has not been opened rests with you. Please send it back via Royal Mail recorded securely packaged to avoid any transit damage.

4. In the case of a damaged wallet delivered to you, again you must FIRST notify us IN WRITING by e-mail, fax or post and we then may either; ask you to send it back to us initially at your expense (and we will refund this to you upon its safe arrival to us once confirmed that the wallet has a fault) or we may arrange to pick up the wallet (at our expense) from you at a suitable time. If the wallet is found to be damaged, we will then at your option send you a replacement (at our expense) or offer a full refund

5. If, for some reason, we have to cancel an order or make a refund to your card in part or in full, we will do this promptly.

Non-faulty returns / refunds will incur a reasonable administration charge unless otherwise advised by Intus Healthcare in writing to cover the bespoke nature and preparation of the test and other costs incurred. Any refunds issued will only be credited to the credit or debit card used for the original purchase or, if since expired, by cheque made out to the card owner. Refunds issued will only be made after we have received and inspected the wallet.

There may be a 5-10 day delay between Intus Healthcare refunding your card and it actually showing up on your account, so please be patient as this is a process that the banks control.

6. For medical reasons, an OvPlex™ wallet is not transferable to another person.

Intus Healthcare
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