What should I do?
Occasionally the laboratories are unable to test samples sent to them. This may be because the amount collected is insufficient for full analysis, the sample has deteriorated or clotted or it has haemolysed (where red blood cells damaged during sample collection leak their contents into the surrounding plasma). If this happens, we will send you an email to let you know and ask how you wish to proceed to arrange a new sample to repeat the test. This will be provided as per your original order.
Will I have to pay for another clinic or nurse home visit?
If you visited one of our partner clinics or had a nurse home visit and your sample failed, you will be able to collect your sample again without any additional as per your original purchase.
If you made your own arrangements to have a venous sample collected by a medical professional, you will be responsible for making these arrangements yourself again, and for any costs incurred as a result.
If you wish to upgrade you can visit one of our partner clinics for £35 or have a nurse home visit for £59 you can do so by calling us on 03450 600 600.
For all of our tests, we will offer a complimentary retest. With finger pricks, there will be an option to upgrade to a venous sample collection in the event this fails twice.
With our retests, we will perform a retest for the markers missing. On most occasions, this will be either a full retest of the profile purchased or a smaller profile to capture the missing markers.
We will usually be able to tell you what went wrong with the original sample and give you some helpful tips for your second.