Returns
For health and safety reasons, we cannot accept returns of opened or used test kits. This policy protects the integrity, reliability, and hygiene of our products.
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery and include supporting photos (and, where possible, the outer packaging/label and any batch/lot details). We will assess the issue and, where applicable, offer a replacement, reshipment, or refund.
Unopened orders may be returned within 7 days of receipt, provided the return is approved by us in writing and sent back as instructed.
Returned products must be unused, unopened, and in their original condition and packaging. You are responsible for return shipping costs and any damage incurred during return shipping.
Refunds & Order Cancellations
Refunds are only issued under the following conditions:
- The order is canceled before it has been dispatched (handed over to the carrier / marked as shipped).
- The product is damaged, defective, or incorrect upon arrival (see our defect remedy policy below).
Defect Remedy Policy (Replacement First)
If a test kit is defective, damaged, or incorrect, our standard remedy is to replace the test kit. We will ship a replacement after review of the provided information (including photos and any relevant batch/lot details).
If you prefer a refund instead of a replacement, this may be possible. However, the original shipping fee is non-refundable, and any refund will be limited to the product value paid (unless mandatory law requires otherwise).
Important Note
Once an order has been dispatched, it cannot be canceled or modified. After dispatch, returns and refunds are only possible in accordance with the Returns section above and our Terms & Conditions.
We will always try to accommodate cancellation requests by checking whether the parcel is still in our fulfillment center. However, our priority is fast and discreet dispatch. This means that by the time we review your support ticket, your order may already have been processed and dispatched.
If a refund is approved, it will be processed to the original payment method within 5–10 business days. Processing time may vary depending on your bank or payment provider.
Exclusions
We cannot offer refunds or replacements for:
- Opened, used, or tampered-with test kits, including products with broken seals where hygiene/safety rules apply.
- Orders placed with incorrect or incomplete shipping details, unless the shipment is undeliverable and returned to us (in which case a refund may be issued for the product value, minus shipping and any carrier return/handling costs, where permitted by law).
- Delivery delays caused by courier issues beyond our reasonable control (e.g., weather, peak season congestion, customs processing, remote-area delivery, or carrier operational disruptions).