Last Updated: February 26, 2025
Introduction
At People First Health, we are committed to ensuring your satisfaction with our products and services. This Returns and Refunds Policy outlines the procedures for returns, cancellations, and refunds for purchases made through our website and bookings for our health and safety services.
We encourage you to read this policy carefully before making a purchase or booking a service. By using our website and services, you agree to the terms outlined in this policy.
Product Returns
Eligibility for Returns
For physical products purchased through our online shop:
- Items must be returned within 14 calendar days from the date of delivery
- Products must be in their original condition, unused, and with all original packaging and tags attached
- Proof of purchase is required (order number, receipt, or confirmation email)
- Certain items cannot be returned due to health and safety regulations, including but not limited to:
- Personal protective equipment that has been opened
- Medical testing kits that have been opened or have broken seals
- Customized or personalized items
Return Process
To initiate a return:
- Contact our customer service team at [returns@peoplefirsthealth.co.uk] or through our contact form
- Provide your order number and details of the item(s) you wish to return
- Our team will provide you with return instructions, including the return address
- Package the item securely in its original packaging if possible
- We recommend using a tracked shipping service for your protection
- Return shipping costs are the responsibility of the customer unless the return is due to our error
Inspection and Processing
Upon receiving your returned item:
- We will inspect the item to ensure it meets our return criteria
- Returns that meet our criteria will be processed within 5-7 business days of receipt
- You will be notified by email once your return has been processed
Refund Information
Refund Methods
Refunds will be issued using the original payment method:
- Credit/debit card refunds will be processed back to the original card
- Other payment methods will be refunded through the same channel whenever possible
- If the original payment method is unavailable, we will contact you to arrange an alternative refund method
Refund Timeframes
- Product refunds will be processed within 5-7 business days after inspection and approval
- Service booking refunds will be processed according to the cancellation timeline outlined below
- Once processed, refunds may take an additional 3-10 business days to appear in your account, depending on your financial institution
Refund Amounts
- For eligible product returns, the refund will include the full purchase price of the item(s)
- Shipping charges are generally non-refundable, except in cases of error on our part
- If a promotional discount or coupon was applied to your original purchase, the refund amount will reflect the actual amount paid
Service Booking Cancellations and Rescheduling
Medical Assessments and Health Services
For Fit for Work medicals, health surveillance, drug and alcohol testing, and other health services:
- Cancellations with more than 48 hours’ notice: Full refund or credit for future booking
- Cancellations with 24-48 hours’ notice: 50% refund or full credit for future booking
- Cancellations with less than 24 hours’ notice: No refund unless due to documented emergency circumstances
- No-shows: No refund will be issued
Rescheduling
- Rescheduling requests made with more than 24 hours’ notice can be accommodated at no additional charge
- Rescheduling requests with less than 24 hours’ notice may incur a rescheduling fee of £25
- You may reschedule a service up to two times without additional fees (with adequate notice)
On-Site Services
For on-site services where our staff travel to your location:
- Cancellations with more than 72 hours’ notice: Full refund minus any non-recoverable expenses
- Cancellations with 24-72 hours’ notice: 50% refund
- Cancellations with less than 24 hours’ notice: No refund
Exceptions and Special Circumstances
Faulty or Incorrect Items
If you receive a faulty, damaged, or incorrect item:
- Contact us within 48 hours of receiving the item
- Provide details and, if possible, photographs of the issue
- We will arrange for return shipping at our expense
- A full refund, replacement, or repair will be offered at your preference
Service Quality Issues
If you experience issues with the quality of our services:
- Notify us in writing within 48 hours of the service being rendered
- Provide specific details about the concerns or issues encountered
- We will investigate the matter promptly and work toward a resolution
- Remedies may include partial or full refunds, or complimentary services, depending on the circumstances
Corporate Accounts and Bulk Orders
For corporate clients with ongoing service agreements or bulk product orders:
- Custom terms may apply as specified in your service agreement
- Volume discounts and specialized return arrangements may be available
- Please contact your account manager for specific information regarding your agreement
Legal Rights
This policy does not affect your statutory rights. Consumers in the European Union and United Kingdom have legal rights in relation to products that are faulty or not as described, and services that are not carried out with reasonable skill and care.
Changes to This Policy
We reserve the right to modify this Returns and Refunds Policy at any time. Changes will be effective immediately upon posting to our website. We encourage you to review this policy periodically for any updates.
Contact Information
If you have any questions about our Returns and Refunds Policy, please contact us:
- By email: info@people-first.health
- Through our website contact form
Our customer service team is available Monday to Friday, 8:00 AM – 7:30 PM.