If it is within 14 days of the refund and none of the tests have been completed, please contact shopsupport@accessfertility.co.uk and you will be able to get a full refund. You will be requested to return ExSeed sperm analysis.

If any of the tests have been completed we are not able to give any refund at this time.

For any other enquiries, please contact shopsupport@accessfertility.co.uk

ExSeed Health will exchange/refund based on the terms of this exchange and refund policy provided:

• The claim is made within 14 days of purchase
• The information provided is complete and accurate
• Submitted evidence supports the claim that the goods are unused
• The product has not, in our opinion, been mis-handled or used for other than the person intended

Filing a claim

Damaged product:

If you receive a damaged ExSeed Health test kit or other product, please submit a claim via:

The ExSeed Health website:

exseedhealth.com/contact/

or e-mail ExSeed Health:

info@exseedhealth.com

*Do not return the goods unless by ExSeed Health. We will provide a replacement at no charge once we receive and verify the following information (please provide with your claim):

• Where the product was purchased
• Order number
• First and last name
• Shipping address
• E-Mail
• A picture of the damage with a short description

Received the wrong product:

If we mistakenly shipped you the wrong product, please submit a claim via:

The ExSeed Health website:

exseedhealth.com/contact/

or e-mail through ExSeed Health: info@exseedhealth.com

*Do not return the goods unless requested by ExSeed Health. We will provide a replacement once we receive and verify the following information (please provide with your claim):

• Where the product was purchased
• Order number
• First and last name
• Shipping address
• E-Mail
• A picture of the product label on the outside of the box

Ordered the wrong product:

If you ordered the wrong product & the order was in the shipping/delivery process, submit a claim via:

The ExSeed Health website:

exseedhealth.com/contact/

or e-mail through ExSeed Health: info@exseedhealth.com

*Do not return the goods unless requested by ExSeed Health. We will provide a replacement at no charge once we receive and verify the following information (please provide with your claim):

• Where the product was purchased
• Order number
• First and last name
• Shipping address
• E-Mail
• A picture of the product label on the outside of the box
• A picture that shows the shrink-wrap is still in place and package is unopened.

Warranty policy

Merchandise is covered under full warranty by ExSeed Health Test and is warranted to perform according to the manufacturer’s written/published claims.

Right of refusal

ExSeed Health Sperm Test has the right to refuse a claim if, in our opinion, the merchandise was mis-used, used for a purpose other than the intended one noted on the package labeling, inappropriately handled, or the claim exceeded the reporting timeframe from date of purchase.

Returns

The ExSeed Health Test is a non-returnable item due to the fact that it is an over-the-counter medical product and cannot be placed back into stock once shipped. So please, do not ship the product back to us unless we request it.

General inquiries

For any general customer inquiries, such as understanding how the service works, assistance with collecting your sample, missing kit components, non-arrival of the kit, or queries regarding the whereabouts of your results, we kindly request you to get in touch with Medichecks directly.

You can reach them at 03450 600 600 or via email at customer.care@medichecks.com

Failed Tests:

In the event of a first sample failure, Medichecks will promptly notify the customer and send out a new kit for sample collection. If it is a partial failure, the customer will be retested for the specific biomarkers affected, and the results will be provided separately.

Should a second sample also result in failure, Access Fertility will reach out to the customer, offering a full refund as a gesture of our commitment to customer satisfaction.

Cancellations/Refunds:

If you decide to cancel your test, you have a window of 7 days from the date of purchase to do so and receive a refund.

To initiate a cancellation, please send an email to ecommerce@accessfertility.co.uk, providing your full name, email address, shipping address, and the reason for cancellation. Refunds will be processed within 2 weeks and credited back to the card used for the purchase.

Test Kit Expiry:

Please note that the test kit remains valid for 120 days from the date of purchase.

We kindly ask you to ensure that you use the kit within this timeframe. If the expiration date passes, unfortunately, we are unable to provide a replacement kit.

Items purchased can be returned for a refund within 14 days of delivery.

All refunds will be made via the card used to make the purchase. Items returned must be as new, in the original packaging, unopened and in re-saleable condition.

All returns must be accompanied by a copy of the delivery docket received with your order.

Please return your item/s to:

Proceive
c/o Virtual Logistics
Units C1-C4, Junction 7 Business Park
Blackburn Road
Clayton Le Moors
ACCRINGTON
BB5 5JW

No responsibility can be accepted for items that are lost in transit so it is recommended that all items are returned via tracked delivery.