Arriving UK Refund & Replacement Policy


1. REFUND & REPLACEMENT POLICY

1.1 We operate a strict no refund and returns policy for Covid testing kits.

1.2 If the Unique booking reference number has been issued by us and sent to you, we cannot provide a refund.

1.3 The test kits are not suitable for return due to health protection or hygiene reasons, as per Article 28(3)(a) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“2013 Regs”)

1.4 You are liable in ensuring that your information is submitted correctly and we cannot process any refunds as a result of incorrect information or missing kit registration.

1.5 We are not liable for any delays outside of our control such as delayed postage or delays from the laboratory. In addition, we are nor liable for any tests that have been damaged or lost in the post. A replacement can be issued in certain cases.

1.6 Depending on the shelf life of the subject kit, the test kits are liable to deteriorate or expire rapidly and therefore they are exempt from returns under Article 28(1)(c) of the 2013 Regs

1.7 In exceptional circumstances where cancellation can be done and where none of the points 1.1-1.6 of the refund and replacement policy apply, a refund can be issued less administration charges of £25.


2. LABORATORY RESULTS

We will use our best endeavours to ensure that all results are sent back from our laboratories on the same day the sample arrives. 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 courier delivery service that are beyond our control, we kindly ask you to refer to the refund and replacement policy.


3. JURISDICTION LAW

The Terms shall be governed by and construed in accordance with the laws of the UK and you irrevocably submit to the exclusive jurisdiction of the courts of the UK


4. IMPROTANT SHIPPING INFORMATION

All our test kits are sent via Royal Mail Special Delivery Guaranteed by 1pm the next working day. A signature is required upon receiving these test kits. Please take this into consideration when ordering your test kits. We aim to post your test kits so they arrive on or before your day 2 day of quarantine. We advise you to order your tests approximately 2-3 days before you are due to arrive in the UK.

Please allow 1-3 business days to receive your test kits. Any orders placed less than 3 days before your arrival into the UK or on the day that you arrive into the UK, may not arrive by your day 2 of quarantine due to the delivery schedules Any order placed on Monday – Friday before 2:00pm will be despatched on the same working day, for the next working day delivery. Any orders placed after this time, will be despatched on the next working day.

Please note orders are not despatched on weekends or Bank Holidays – please take this into consideration when ordering your test kits.


4.1 RETURNING YOUR SWAB SAMPLE

Your test kit will arrive with a returns box. A Free Royal Mail Tracked 24 returns label is attached to this box. This will allow you to post your completed sample free of charge to our laboratory.

You must send your test kit back using the free return packaging provided, via a Royal Mail Priority Post box, Monday – Friday. You can find your nearest Priority Post box here: https://www.royalmail.com/priority-postboxes

Please keep a record of the tracking number that is detailed on the returns label. Please refer to Royal Mail’s website to track your return and for their latest updates regarding delivery delays.

Please note: We do not accept any liability for delayed results due to late or lost samples