FAQ – Refunds & Returns
Q. What is your refund policy for online orders?
A. You can request a refund up to 14 days after the date of purchase, providing that you have not used and returned the swab for testing. If this has occurred, your test has been processed and unfortunately, we cannot issue a refund. All unused items must be returned to us, in their original packaging, before a refund can be issued. The cost of return postage in this instance is your responsibility and we strongly advise requesting a proof of posting receipt. Our full Terms & Conditions can be found by scrolling to the bottom of our web pages and clicking on ‘Terms & Conditions’.
Q. How do I request a refund for an online purchase?
A. To request a refund, please fill in our refund request form - click the link here to find the form and start the refund process. Once we’ve received the completed form and checked its eligibility, you will be issued with a refund number and will receive a refund request acknowledgement email. Please be aware that refunds cannot be given if you have used and returned a swab for testing, for more information please consult our full Terms & Conditions.
Q. How long does a refund take to process?
A. Once we have received your returned items, we aim to process your refund within 3-4 working days. The refund will be credited back to the original payment card/method.
Q. Can I request a refund once my swab sample has been tested and/or my results have been received?
A. No, unfortunately, if you have used and returned a swab to us, your test has been processed and therefore we are unable to issue a refund. Our full Terms & Conditions can be found by clicking the link or by scrolling to the bottom of our web pages and clicking on ‘Terms & Conditions.
Q. Where do I return my items for a refund?
A. All items to be refunded should be returned, in their original packaging, to the following address:
30 James Street