Refund policy

 Refund Policy: Jack Fertility Ltd

Last updated: May 2026

If something is not right, we will make it right. This policy sets out exactly what you are entitled to and how we handle returns, refunds, and replacements.

Our commitment: if you contact us with an issue, we will respond within 2 business days and aim to resolve it within 5 business days.

Unopened kits: full refund

You have the right to change your mind within 14 days of delivery. We will give you a full refund provided:

  • The kit is completely unopened and unused (all components in their original sealed condition)
  • You contact us within 14 days of receiving the kit to arrange the return

We will provide a prepaid Royal Mail Tracked returns label. If you prefer to use your own return method, we will refund the cost of the kit but will not cover your postage costs.

Refunds are processed to your original payment method once we have received and checked the returned kit. You will typically see the funds within 5 business days of us confirming receipt, depending on your bank or card provider.

Opened or used kits

Once a kit has been opened or used, we cannot accept a return for hygiene and safety reasons. This does not affect your statutory rights.

Kits returned due to incorrect address

If a kit is returned to us undelivered because of an incomplete or incorrect address, we will get in touch. You can either:

  • Request a new kit. We'll re-send the kit free of charge once.
  • Request a refund for the kit.

Need to replace a kit component?

If something goes wrong during the collection process, please do not try to make do with a compromised sperm sample. Get in touch and we will send you whatever you need to collect another one the right way. For example, if you did not manage to collect your full sample, just let us know and we will send a replacement collection items to try again.

SpermShield™: because SpermShield has a shelf life of 4 months, we want to make sure it is never the thing standing between you and a test. Here is how we handle it:

  • Expired vial: let us know and we will replace it once, free of charge, so you can test when you are ready.
  • Accidental damage or spillage: we will replace it once, free of charge.
  • Further replacements: available to purchase at £40 per vial.

Please note that resolving a component issue or sending replacements does not reset your original 14-day return window or create a new entitlement to a refund on the kit.

If the instructions were not followed

Our kit comes with clear Instructions for Use (IFU), and following them gives your sample the best chance of arriving in testable condition. If a sample cannot be processed because the instructions were not followed, we are not able to offer a free replacement, but we may offer a discounted replacement kit at our discretion.

Examples of situations that fall into this category include:

  • Posting your sample on a Thursday, Friday, or Saturday or during a known postal closure period
  • Not adding SpermShield to your sample before sealing the tube
  • Not using the prepaid returns packaging provided with your kit

If you are unsure whether your situation is covered, please contact us and we will do our best to help.

Kits damaged or lost on their way to you

If your kit arrives damaged or is lost in the post before it reaches you, we will offer a free replacement or a full refund. Please get in touch as soon as you can and we will make this right.

Samples lost or damaged on their way back to us

If your returned sample is lost or damaged in transit back to our lab, we will send a free replacement kit provided you used the prepaid returns packaging we supplied. We cannot take responsibility for samples lost or damaged where our packaging was not used.

Delays in transit or at the lab

Our SpermShield preservation fluid is designed to keep your sample viable during transit for up to four days. On rare occasions, unexpected delays can affect a sample beyond what SpermShield can protect against. If your sample cannot be processed as a result, we will offer you the choice of a full refund or a free replacement kit so you can retest.

If we cannot complete your test

If for any reason we are unable to deliver the full service you paid for, for example, if a component of your results cannot be produced due to a fault in our lab, we will offer a partial refund for the part of the service that could not be completed. We will always contact you to explain what happened and discuss your options.

How to request a return or replacement

Contact us on 01865 548941 or at hello@jackfertility.co.uk with your order number and a brief description of the issue. We aim to respond within 2 business days and resolve within 5.

Your statutory rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable UK consumer law. If we are unable to resolve your complaint to your satisfaction, you also have the right to contact your card provider, seek advice from Citizens Advice, or refer your complaint to Trading Standards.

Contact

Phone: 01865 548941

Email: hello@jackfertility.co.uk

Address: The Wood Centre for Innovation, Stansfeld Park, Headington, Oxford, OX3 8SB, United Kingdom