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Refund policy
Cancellations, returns, and refunds for DragonDX orders.
Last updated: August 2026
This Refund policy explains when you may cancel an order or request a refund for DragonDX products and services. It sits alongside your legal rights, which are set out below.
Your right to cancel (14 days)
Because you buy from us online, you have a legal right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You do not have to give a reason.
You have 14 days to cancel. For a testing kit, the 14 days run from the day you, or someone you nominate, receive it. For services such as a clinic appointment or laboratory analysis, they run from the day we confirm your order.
Exceptions apply once a kit has been opened or a service has been carried out. These are set out under "When the right to cancel ends" below.
How to cancel
Tell us clearly that you want to cancel before the 14 days end. Any clear statement is enough. You can open a support ticket in Console (Support) quoting your order number, or write to us at our registered office, whose address is in our Terms and Conditions. You may use the model cancellation form at the end of this policy, but you do not have to.
Before your order is despatched
If nothing has been despatched and no partner clinic slot has been booked, tell us and we will cancel and refund the purchase price in full to your original payment method. This is simpler than the formal route above and we would rather you used it.
When the right to cancel ends
Opened kits. Home testing kits are sealed for health protection and hygiene reasons. Once the seal is broken the right to cancel that kit no longer applies. This is a legal exception under the Regulations, not a company policy.
Completed services. Once a service has been fully carried out at your request, the right to cancel it no longer applies. By booking a clinic appointment or sending a sample to the laboratory you are asking us to begin within the 14 day period, and you accept that your right to cancel ends once that service is complete.
Partly completed services. If you cancel after asking us to begin but before the service is complete, you may still cancel. We will refund what you paid less a proportionate amount for what has already been supplied, which for a clinic appointment may include a slot our partner cannot release at short notice.
Refunds and returns
Where you cancel and the right applies, we refund to your original payment method. For goods, within 14 days of receiving the kit back or of your proof of postage, whichever comes first. For services, within 14 days of you telling us.
Please return an unopened kit to us. You pay the cost of return unless the kit is faulty, incomplete, or we made an error.
Faulty, incomplete or incorrect items
If a kit arrives damaged or incomplete, or we made an error, contact us within 14 days of delivery with your order number and we will arrange a replacement or refund as appropriate. This is in addition to your cancellation right and to your rights under the Consumer Rights Act 2015.
Results and laboratory analysis
Once the laboratory has analysed your sample the service is complete, so analysis fees are not refundable. If the laboratory rejects a sample for quality reasons and a free retest is not offered under our partner terms, contact support and we will explain your options case by case.
If we cancel
If we cancel a pathway or an appointment for operational reasons, we refund the unused portion in full.
Promotions, wallet credit, and gift cards
Promo discounts reduce the refundable amount to what you actually paid. Store credit and gift-card balances used at checkout are restored to your account or card where a refund is approved; cash refunds of gift-card credit are not offered except where required by law.
How to request a refund
Open a support ticket in Console (Support) with your order number and reason. We aim to respond within 5 working days. Approved card refunds are processed via Stripe and usually appear within 5-10 working days depending on your bank.
Complaints
If a refund or cancellation dispute is not resolved to your satisfaction, follow the complaints route in our Terms and Conditions (Console Support, then written escalation to our registered office). Independent advice is available from Citizens Advice. Privacy complaints may also go to the ICO.
Statutory rights
Nothing in this policy affects your legal rights, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Model cancellation form
Complete and return this form only if you wish to cancel the contract. Send it to DragonDX, CwmByte Ltd at our registered office, or attach it to a support ticket in Console.
I give notice that I cancel my contract for the sale of the following goods, or for the supply of the following service:
Order number:
Ordered on, or received on:
Name:
Address:
Date:
This Refund policy explains when you may cancel an order or request a refund for DragonDX products and services. It sits alongside your legal rights, which are set out below.
Your right to cancel (14 days)
Because you buy from us online, you have a legal right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You do not have to give a reason.
You have 14 days to cancel. For a testing kit, the 14 days run from the day you, or someone you nominate, receive it. For services such as a clinic appointment or laboratory analysis, they run from the day we confirm your order.
Exceptions apply once a kit has been opened or a service has been carried out. These are set out under "When the right to cancel ends" below.
How to cancel
Tell us clearly that you want to cancel before the 14 days end. Any clear statement is enough. You can open a support ticket in Console (Support) quoting your order number, or write to us at our registered office, whose address is in our Terms and Conditions. You may use the model cancellation form at the end of this policy, but you do not have to.
Before your order is despatched
If nothing has been despatched and no partner clinic slot has been booked, tell us and we will cancel and refund the purchase price in full to your original payment method. This is simpler than the formal route above and we would rather you used it.
When the right to cancel ends
Opened kits. Home testing kits are sealed for health protection and hygiene reasons. Once the seal is broken the right to cancel that kit no longer applies. This is a legal exception under the Regulations, not a company policy.
Completed services. Once a service has been fully carried out at your request, the right to cancel it no longer applies. By booking a clinic appointment or sending a sample to the laboratory you are asking us to begin within the 14 day period, and you accept that your right to cancel ends once that service is complete.
Partly completed services. If you cancel after asking us to begin but before the service is complete, you may still cancel. We will refund what you paid less a proportionate amount for what has already been supplied, which for a clinic appointment may include a slot our partner cannot release at short notice.
Refunds and returns
Where you cancel and the right applies, we refund to your original payment method. For goods, within 14 days of receiving the kit back or of your proof of postage, whichever comes first. For services, within 14 days of you telling us.
Please return an unopened kit to us. You pay the cost of return unless the kit is faulty, incomplete, or we made an error.
Faulty, incomplete or incorrect items
If a kit arrives damaged or incomplete, or we made an error, contact us within 14 days of delivery with your order number and we will arrange a replacement or refund as appropriate. This is in addition to your cancellation right and to your rights under the Consumer Rights Act 2015.
Results and laboratory analysis
Once the laboratory has analysed your sample the service is complete, so analysis fees are not refundable. If the laboratory rejects a sample for quality reasons and a free retest is not offered under our partner terms, contact support and we will explain your options case by case.
If we cancel
If we cancel a pathway or an appointment for operational reasons, we refund the unused portion in full.
Promotions, wallet credit, and gift cards
Promo discounts reduce the refundable amount to what you actually paid. Store credit and gift-card balances used at checkout are restored to your account or card where a refund is approved; cash refunds of gift-card credit are not offered except where required by law.
How to request a refund
Open a support ticket in Console (Support) with your order number and reason. We aim to respond within 5 working days. Approved card refunds are processed via Stripe and usually appear within 5-10 working days depending on your bank.
Complaints
If a refund or cancellation dispute is not resolved to your satisfaction, follow the complaints route in our Terms and Conditions (Console Support, then written escalation to our registered office). Independent advice is available from Citizens Advice. Privacy complaints may also go to the ICO.
Statutory rights
Nothing in this policy affects your legal rights, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Model cancellation form
Complete and return this form only if you wish to cancel the contract. Send it to DragonDX, CwmByte Ltd at our registered office, or attach it to a support ticket in Console.
I give notice that I cancel my contract for the sale of the following goods, or for the supply of the following service:
Order number:
Ordered on, or received on:
Name:
Address:
Date: