Returns Policy

Refund and Withdrawal Policy

This policy covers Rare Diagnostics orders for laboratory testing. The collection kit is included with the service at no separate charge.

1. Withdrawal period

If you order as a consumer, you may withdraw without giving a reason within 14 calendar days after the later of the date we conclude the contract and the date you receive the kit. This includes a kit you have opened or used, subject to the rules for a fully performed service below. Any longer period or additional rights provided by applicable law also apply.

If you expressly request early performance and acknowledge the effect of full performance before the service begins, your right to withdraw ends when we have fully performed the service, including making the report available to the patient or authorised recipient, to the extent permitted by applicable law. If you withdraw within the applicable period and before full performance, we will refund your payment without a deduction for work already done.

2. How to withdraw and receive your refund

Send a clear statement of withdrawal before the deadline to info@rarediagnostics.eu or by post to Masdiag Sp. z o.o., ul. Żeromskiego 33, 01-882 Warsaw, Poland. Include your order number if available. You can use the form below. If you decide to withdraw, stop using the kit and contact us for handling instructions if necessary. Keep any sample or used lancet out of return mail.

We will refund the payments for the cancelled order, including standard outbound delivery charges, without undue delay and within 14 calendar days of receiving your withdrawal. We will use the original payment method unless you expressly agree to another method at no cost to you. A refund under this policy does not require returning the kit.

3. Faulty kits and service complaints

If a kit arrives damaged, faulty, incomplete or incorrect, stop using it and contact us. We will assess the issue and arrange an appropriate remedy at our expense where we are responsible, such as replacing the kit or refunding the affected order. If you experience a problem with sample handling, testing or the report, contact us with your order number and a short description. We will investigate and explain the available remedy. Your statutory rights remain available after the withdrawal period and after the service has been performed.

Optional model withdrawal form

To Masdiag Sp. z o.o., ul. Żeromskiego 33, 01-882 Warsaw, Poland, info@rarediagnostics.eu

I hereby give notice that I withdraw from my contract for the following service.

Laboratory test and order number __________________________________________
Date ordered and date kit received __________________________________________
Consumer name and address ______________________________________________
Date and signature if submitting on paper ____________________________________