Refund and 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 unless proved you have not gained entry into the UK. Our company has the right to ask for any proof necessary. 

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 full 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. 


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. Delays may also occur due to poor sample taking and inconclusive results.