Fair & Transparent Refunds: We strive to provide transparent policies for diagnostic sample collections, laboratory procedures, and health store items.

Effective: September 2026 • Alfalah Diagnostic Labs

1. Diagnostic Test Bookings & Home Phlebotomy

We understand medical plans can change. Cancellations for lab tests and home sampling are governed by the following timelines:

• Full Refund (100%): When cancellation is requested prior to the dispatch of our mobile phlebotomist from our central facility.
• Phlebotomist In-Transit: If our phlebotomist has already departed for your collection address, a nominal travel fee (PKR 300) will be deducted, and the full test fee balance will be refunded.
• Post-Collection & Processing (Non-Refundable): Once the biological sample (blood, urine, swab, tissue) has been successfully drawn and received at our diagnostic analyzers, chemical reagents are expended and reports are scheduled. At this point, the fee becomes completely non-refundable.

2. Health Store & E-Commerce Returns

For products purchased through our online Health Store:

• Order Cancellation: You can cancel any product order free of charge before it is dispatched for delivery.
• 7-Day Return Window: Physical wellness products, medical devices, and unopened healthcare items may be returned within 7 calendar days of delivery if they are defective, damaged in transit, or incorrect.
• Condition for Return: Returned items must be in their original packaging, unopened, with intact manufacturer tamper seals and the original sales receipt.

3. Non-Returnable & Non-Refundable Items

In accordance with pharmaceutical safety standards and infection control regulations, the following items cannot be returned or refunded:

• Temperature-sensitive pharmaceuticals, vaccines, or refrigerated biologicals once delivered.
• Opened diagnostic test kits (e.g. pregnancy tests, glucometer strips, rapid antigen cassettes) whose hygienic seals have been broken.
• Personal hygiene items, surgical masks, sterilized syringes, and opened wound dressings.

4. Refund Method & Turnaround Time

Approved refund requests are processed promptly:

• Processing Time: Refunds are typically initiated within 3 to 5 business days after approval.
• Payment Channels: Refunds can be transferred directly to your Bank Account (IBAN), EasyPaisa, or JazzCash account. Alternatively, credits can be applied toward future diagnostic tests.
• Cash on Delivery (COD) Bookings: For orders placed via Cash on Delivery, refunds are remitted digitally to your designated mobile wallet or bank account upon verification.

5. How to Initiate a Cancellation or Refund

To request a cancellation or report an issue with your order, please have your Booking ID or Store Order Number ready and reach out through any of the following channels: