Refund Policy

  1. COVID-19 PCR REFUND AND REPLACEMENT POLICY
    1. If you’ve ordered a kit that has been dispatched yet not received within 96 hours of your order, we will provide a replacement kit for a fee of £15.00. Your initial kit’s barcode will be voided and the replacement kit will be dispatched.
    2. You are entitled to a free replacement kit if you have received a kit that is damaged or contains damaged components such as a broken swab stick or faulty return mailing bag. Though every precaution is taken to ensure that your kit is of high quality, in the case that you find your kit (or components within) to be damaged, a new replacement kit will be dispatched to you free of charge, and your initial barcode will be voided.
    3. If you have returned your sample to the lab via the Royal Mail system, and it has not arrived at the lab within 7 days of posting, we will provide you with a replacement kit for a fee of £15.00. Your initial kit’s barcode will be voided and the replacement kit will be dispatched.
    4. If you have returned your sample to the lab, but a result has not been produced in 48 hours since the sample’s point of arrival, you are entitled to a replacement kit free of charge and the initial barcode will be voided. If it has been less than 96 hours, a replacement kit will be offered at £15.
  2. REFUND POLICY
    1. Our money-back guarantee ensures that you receive a full refund if you change your mind after purchasing your kit and it has not yet been dispatched. The refund will be delivered within 10-14 business days.
    2. If you have already purchased your kit and made an order, no discount codes can be applied in retrograde. Sale prices, promotional offers and discounts cannot be applied towards previous purchases.
    3. If you have ordered a kit and inform us that you no longer wish to use our service within 14 days after the kit has been dispatched, and your barcode has not yet been registered, a refund will be given once the kit is returned in its original condition (unused), minus the £15.00 cost of the kit. Postage fees are not refunded. If you have already registered your kit, no refund will be given as the kit has been activated, and therefore used. Your refund will be processed once your kit is returned back to our HQ office at International House, Holborn Viaduct, London EC1A 2BN, United Kingdom.
    4. If you have returned your sample to the lab, but a result has not been produced in 48 hours since the sample’s point of arrival, you are entitled to a full refund if you do not wish to accept a replacement kit.
    5. If you have returned your sample to the lab and have received a result within 24 to 28 hours, you will not receive a refund.
    6. If you have already returned your sample to the lab, you will not receive a refund, unless you do not receive your results within 48 hours, as stated in clause 4.4.
  3. LABORATORY RESULTS
    1. We will use our best endeavours to ensure that all results are sent back from our laboratories on the same day the sample arrives. Our standard Service Level Agreement is within 24 to 48 hours which we quote to our clients.

Although there are times the service may be delayed due to circumstances beyond our control and therefore, we are unable to guarantee specific turnaround times. Any delays that are due to the Royal Mail delivery service that are beyond our control, we kindly ask you to refer to the refund and replacement policy.