If you need to return a product purchased from us we will offer you an exchange or refund within 7 days of receiving your order. The product must be unused and returned to us in a resalable state within their original box, together with packing and accessories. Refunds will be made to the credit or debit card used to purchase the goods in accordance with these terms and conditions. We reserve the right to apply a re-stocking fee of up to 10% of the order value to cover administrative costs and merchant service fees incurred.
If goods are returned to us because they are proven to be faulty, we will include with your refund the postage that you were charged when purchasing the goods and the postage you paid when returning the item to us.
If you are returning goods because they are unsuitable, we shall only refund the cost of the returned goods.
Before returning any goods you must obtain authorisation from us. You can obtain authorisation by emailing your request to firstname.lastname@example.org. Please indicate in your email the reason why the goods are being returned. If you believe a test kit is faulty please supply a digital photograph of your test result with a description of the problem so we have a record of the problem.
If for any reason your order fails to arrive we will ask the Royal Mail or Courier to investigate. The Royal Mail does not consider a parcel 'lost in the post' until 10 working days have passed since despatch. After this time we will send you a form to complete and sign to confirm that you did not receive your order, and on receipt we will send a replacement free of charge. We will use the information you provide to reclaim the cost of the order lost in the post from the Royal Mail and they may contact you in this regard as part of their investigation. If you need your order delivered within a guaranteed time period we strongly recommend selecting delivery by courier at the time that you place your order as we cannot accept responsibility for delays in the postal service that are outside of our control.
All returned goods must be accompanied by the original delivery/invoice note supplied with the goods. All goods being returned must be safely and securely packaged to avoid damage in transit. We will not accept any goods for refund if they have been damaged in transit. We strongly recommend when returning goods to us that you use special or recorded delivery as we are unable to refund goods that are lost in the post. All goods shall remain your responsibility until we receive them.
Advantages of self testing
- 99.5% methodological accuracy
- A quick answer
- Analysis in our accredited laboratory
- Completely anonymous
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