Choose Your Location

Select Country

United Kingdom

Your cart
Close Icon Created with Sketch.
No items found

Refund and Replacement Policy

1. ANTIBODY TEST REFUND AND REPLACEMENT POLICY
     
1.1 If we have placed your order with our phlebotomy partner, but you have not confirmed an appointment, you are entitled to a refund with a cancellation fee of £30.00
1.2 If we have placed your order with our phlebotomy partner and you have a confirmed appointment, you are entitled to a refund with a cancellation fee of £60.00
1.3 A full refund can be given only if we have not placed an order with our phlebotomy partner.
     
2. BLOOD TEST REFUND AND REPLACEMENT POLICY
1.1 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 5-7 business days.
1.2 If you have ordered a kit and inform us that you no longer would like to use our service after the kit has been dispatched and your barcode has not yet been registered, a refund will be given, minus the £15.00 cost of the kit and postage fee.
1.3 If a result can not be produced for a biomarker in your blood test, we will cover the cost of a replacement test for that specific result. If your sample has not been correctly taken or packaged, we are unable to provide a replacement.
     
3. COVID-19 PCR REFUND AND REPLACEMENT POLICY
1.1 If you have previously ordered a kit that has been sent to you via Royal Mail, and you have not received it within 96hours of your purchase, 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. 
1.2 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.
1.3 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.
1.4 If you have returned your sample to the lab, but a result has not been produced in 96hours 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 96hours, a replacement kit will be offered at £15.
     
4. REFUND POLICY
1.1 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.
1.2 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.
1.3 If you have ordered a kit and inform us that you no longer would like to use our service after the kit has been dispatched and your barcode has not yet been registered, a refund will be given, 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.
1.4 If you have returned your sample to the lab, but a result has not been produced in 96hours since the sample’s point of arrival, you are entitled to a full refund if you do not wish to accept a replacement kit.
1.5 If you have returned your sample to the lab, and have received a result in 24-28 hours, you will not receive a refund.
1.6 If you have already returned your sample to the lab, you will not receive a refund, unless you do not receive your results within 96hours, as stated in clause 1.4.    
5. 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, our standard SLA is within 24 - 48 hours which we quote to our clients, although at some times the service may be delayed due to circumstances out of our control, therefore, we are unable to guarantee turnaround times.
Any delays that are a result of delays with Royal Mail are outside of our control, please refer to the replacement policy.