1. Cancelled Orders
Refunds can only be provided before a test kit has been shipped, however an admin fee of £20 will still apply for cancelled orders. Orders are shipped at 13:00 on the day of purchase or 13:00 the following day if ordered after 13:00. Therefore, any orders cancelled after these time frames will not be eligible for a refund.
2. Change of test type or travel details
We appreciate the guidelines for mandatory testing are changing frequently. If you require your test type or details of travel to be changed, you must contact our team and we can make these changes for you. An admin fee of £20 will be charged for any changes that require purchase of a new testing kit or reallocation of barcode and/or locator reference numbers.
3. Delayed Delivery
We will refund the cost of delivery where the delivery time exceeds 3 working days. We accept no liability for circumstances whereby delay is due to non-acceptance on attempted delivery.
4. Delayed Results
We will refund the cost of the testing for any results outside of the allotted time frame (72 hours from the time the laboratory receives your test). We accept no liability for Royal Mail delays in tests reaching the laboratory.
5. Lost/Damaged packages
No refunds are provided for lost or damaged packages. However, we will send replacement test kits where evidence of damage is provided.
6. Locator Reference Numbers / Purchase Receipts
We accept no responsibility for information that is entered incorrectly by the customer on our website. If you do not receive a receipt of purchase within 30 minutes of purchase, please contact the team and this will be investigated. It is the customers responsibility to ensure the information and details they provide are correct before submitting the online purchase forms.