Refund policy

Returns and Right of Withdrawal - rarediagnostics.eu

1. Our commitment

We want every customer to have a clear understanding of our returns policy before placing an order. Please read this page carefully. If you have any questions, contact us at info@rarediagnostics.eu before ordering.

2. Unopened test kits - right of withdrawal

Under the EU Consumer Rights Directive (2011/83/EU), you have the right to withdraw from your purchase within 14 calendar days of receiving your test kit, provided the kit has not been opened.

To exercise your right of withdrawal:

  • Contact us at info@rarediagnostics.eu within 14 days of receiving your order
  • State clearly that you wish to withdraw from the purchase
  • Return the kit in its original, unopened, sealed packaging
  • You are responsible for the cost of return shipping

We will process your refund within 14 days of receiving the returned kit, using the same payment method you used for the original purchase.

3. Opened test kits - no right of withdrawal

In accordance with Article 16(e) of the EU Consumer Rights Directive, the right of withdrawal does not apply to goods that are sealed for hygiene or health protection reasons and have been unsealed after delivery.

⚠️ Once the DBS collection kit has been opened, it cannot be returned. This applies regardless of whether a sample has been collected or not.

This exception exists because opened collection kits - which contain lancets and filter paper for biological sample collection - cannot be resold or reused for hygiene and biological safety reasons

By placing an order on rarediagnostics.eu, you acknowledge and accept this condition. You will be asked to confirm this explicitly during checkout.

4. Faulty, damaged or incorrect kits - always refunded

If your test kit arrives damaged, defective, or if you receive an incorrect item, you are always entitled to a remedy regardless of whether the kit has been opened. In this case:

  • Contact us immediately at info@rarediagnostics.eu with a description and photograph of the issue
  • We will arrange a free replacement or full refund at our expense
  • You will not be asked to return the faulty item at your own cost

5. Results and diagnostic services

Please note that once a sample has been received and processed by our laboratory, the diagnostic service has been performed and cannot be refunded. This is separate from the right of withdrawal which applies only to the physical test kit.

6. How to contact us

 Email info@rarediagnostics.eu
Response time

Within 2 business days

Laboratory address

Masdiag Sp. z o.o., ul. Żeromskiego 33, 01-882 Warsaw, Poland

Legal basis

EU Consumer Rights Directive 2011/83/EU, Article 16(e)