14 Day Right Of Withdrawal
You as a customer have a 14-day right of withdrawal from the day that your order was delivered on the tracking link. After this a return is no longer possible. Read more under the Terms and Conditions section on our website.
If you wish to make a complaint (reclaim) about the product, please contact our support team for assistance.
Rapid Tests
Complaints (damaged or missing parts)
Do NOT return the kit
Email customer support with photos + order number
Returns
Only unopened kits with intact seal
Broken seal = no refund
Include order slip or write order number + return date in the package
If you contact us, we’ll email you a return shipping label.
A small return fee will be deducted from your refund to cover handling and shipping costs: £5/€5
Once we have received the returned test, we will process your refund promptly.
Laboratory Tests
Complaints (damaged or missing parts)
Do NOT return the kit
Email customer support with photos + order number + test ID
Returns
Do NOT return the kit
Email customer support with order number + test ID
To find your test-ID you need to open your lab test. Pictured below.
Once we receive this information, we will deactivate the test and issue a refund for the test (excluding shipping fees).
After the test has been deactivated, you can recycle or dispose of the kit.
Important to Know
We can only refund unused and unregistered test kits.
Once a test has been registered or used, it cannot be refunded.
Shipping fees are non-refundable.
Uncollected Packages (Parcel Shops or Lockers)
If you have ordered a test that was sent to a parcel shop or parcel locker and you decide not to pick it up, you don’t need to take any action. The package will automatically be returned to us once the pickup time has expired.
Please note that it can take up to 2–3 weeks before the package is returned and your refund is processed. The exact time depends on several factors:
Whether the package has already been delivered to the parcel shop/locker or is still in transit
Which carrier is handling the shipment
How long the parcel remains in the shop or locker before it is automatically returned
Once we have received the returned package, we will process your refund promptly.