Legal
Refund & Cancellation Policy
When an analysis order can be cancelled, when a refund is available, what happens if a sample cannot be analysed, and how to put things right.
Last updated: 7 September 2026
Contents
- 1. Scope
- 2. Cancelling before your sample reaches us
- 3. Cancelling after receipt but before analysis
- 4. Once analysis has begun
- 5. Samples we cannot analyse
- 6. If you think a report is wrong
- 7. Add-ons and custom work
- 8. How refunds are made
- 9. Chargebacks
- 10. Your statutory rights
- 11. How to request a cancellation or refund
1. Scope
This policy explains when an order for laboratory analysis can be cancelled, when a refund is available, and how to request one. It forms part of our Terms & Conditions.
2. Cancelling before your sample reaches us
You may cancel at any point before your sample has been received. Contact us with your order reference and we will cancel the order and refund it in full, less any transaction or processing costs already irrecoverably incurred.
If you have already dispatched a sample, please tell us so that we can set it aside on arrival rather than beginning work on it.
3. Cancelling after receipt but before analysis
Where your sample has arrived but analysis has not yet begun, you may still cancel. We will refund the order less any costs already incurred in receiving, booking in and handling the sample. We will tell you what that deduction is before processing the refund.
4. Once analysis has begun
Our service is performed specifically for you on the material you supplied, and it consumes that material. Once laboratory work has started, an order is not generally refundable, and it cannot be refunded at all once a report has been issued — except where this policy or your statutory rights say otherwise.
Your order status shows when work has started: the In analysis status marks that point.
5. Samples we cannot analyse
Sometimes a sample cannot be analysed as ordered. What happens depends on the reason.
| Situation | Outcome |
|---|---|
| Sample never arrives | Full refund or credit, once a reasonable period has passed |
| Sample arrives damaged, leaked or degraded in transit | Refund less handling costs, or hold the order open for a replacement sample — your choice |
| Insufficient quantity supplied | We contact you first. Send more, switch to a suitable alternative analysis, or cancel for a refund less handling costs |
| Sample cannot be identified (no usable order reference) | We will try to trace it. If we cannot, it cannot be analysed and cannot be refunded |
| Material of a kind we do not accept, or that is unsafe or unlawful to hold | Order cancelled without refund; material disposed of appropriately |
| Analysis is technically not possible for this sample or matrix | Full refund, or transfer to a different analysis if one is suitable |
6. If you think a report is wrong
Tell us promptly, quoting your report ID and order reference. We will take it seriously and investigate. Depending on what we find, we may:
- re-check the underlying data and calculations;
- re-analyse retained material, where enough remains, at no cost to you;
- issue a corrected report, marking the original as Superseded;
- where an error was ours and cannot be put right by re-analysis, refund the affected part of the order.
A result you did not expect is not by itself evidence of an error. Please read the Report Disclaimer, which explains the limits of what any analysis can establish, before concluding that something has gone wrong — and do get in touch either way if you are unsure.
7. Add-ons and custom work
Add-ons follow the analysis they are attached to. If an add-on could not be performed but the main analysis was, we refund the add-on only.
Custom analyses and quoted work are cancellable before work begins. Once bespoke method development or instrument time has been committed to, we may deduct the cost of the work already done.
8. How refunds are made
Refunds are made to the original payment method wherever possible, in the currency paid. Where the original method cannot receive a refund — as is often the case with cryptocurrency and some manual payments — we will agree an alternative with you, which may be account credit or a transfer to details you confirm to us directly.
We aim to process approved refunds within 14 days. How long the funds then take to appear depends on your bank or payment provider.
We will never ask you to confirm refund details through a link sent by anyone other than Puralytix, and we will never ask for your password or full card number.
9. Chargebacks
If you have a concern about a charge, please contact us first — most issues are resolved quickly and directly. Raising a chargeback before contacting us tends to slow resolution down for both of us.
10. Your statutory rights
Nothing in this policy limits any right you have under mandatory consumer protection law in your country of residence. Where such a right applies and gives you more than this policy does, that right prevails.
11. How to request a cancellation or refund
Email info@puralytix.com or use our contact form, quoting your order reference and, where relevant, your report ID. Tell us briefly what has happened and what outcome you are looking for. We will acknowledge your request and tell you what happens next.
Related documents: Terms & Conditions, Privacy Policy, Cookie Policy, Sample Submission Guidelines and Report Disclaimer.