Refund Policy

Please read this important information and ensure you understand and agree to the conditions as outlined here.

Please note that tests are for information purposes only and  are never a substitute for seeing a doctor – particularly if you have any symptoms. We provide your results and reference ranges only and do not provide any comments on how to interpret your results.

Saliva and blood tests must never be relied on to provide a diagnosis or start treatment without the advice of a doctor. It is your responsibility to follow up any of your results with an appropriate health professional.  We recommend customers take a PCR test if they receive a positive Antigen test.  The antigen certificates show the absence of the Covid-19 virus however antigen tests are indicative and not as exact as a PCR test.

Your results will be emailed to you by pdf and will also be available on the Klarity application as soon as they are available.

In order to fulfil our turnaround time assurances we are dependent on third party courier services such as Royal Mail, DHL and others. If you have ordered a PCR test, we cannot be held responsible if your sample does not get to our partner laboratory and no refunds will be given for results being delayed for any reason beyond our control, or the sample being lost by one of courier service providers. If you do not receive your test kit please let us know and we will investigate. We do not refund the costs of kits that are not received in our laboratory.  You do need to send us your sample on the day that you take it otherwise the sample will likely degrade and not be able to be tested.

Occasionally the laboratory is unable to test samples because the sample is too small, or it has deteriorated, clotted or haemolysed. If this happens, we will get in touch by email or phone to give you the option of:

  • Sending you another kit free of charge.


  • Cancelling the order and requesting a full refund.

We reserve the right to not refund orders where the cancellation request has occurred due to a change in national regulations relating to, but not limited to, the type of testing required or quarantine restrictions.



You may cancel your order at any time before a sample collection kit has been dispatched to you and receive a full refund.

Once your testing kit has been dispatched, you have up to 30 days to cancel the order. You must return the testing kit if we have sent one to you to the address below at your cost:

Wessex House
Upper Market St
Eastleigh SO50 9FD
United Kingdom

If the testing kit you return is complete, unused and undamaged, we will give you a full refund. If the returned kit is incomplete, used or damaged in any way, you may incur a cancellation charge of £5 to cover the cost of the kit. This charge will be deducted from the total amount refunded to you.

This cancellation right does not apply if:

  • you have already sent your sample to the laboratory for analysis; or
  • the 30-day cancellation period has expired.

Your legal right to cancel a Contract starts from the date you receive the confirmation email (the date on which we e-mail you to confirm our acceptance of your order). Your 30-day deadline for cancelling the Contract in relation to any testing kit that has been dispatched starts from when you receive the confirmation email that the testing kit has been dispatched.

To cancel a Contract, please send us an email stating that you wish to cancel and the reason for the cancellation. Please email your cancellation request to  Your reason for cancellation will not affect your right to cancel the order.

If you send us your cancellation request by e-mail, then your cancellation is effective from the date you send us the e-mail. For example, you will have given us notice in time as long as you send your email before midnight on the last day of the cancellation period.

If you cancel your Contract within the cancellation period and you are entitled to a refund we will refund you the price you paid for the Product(s):

  • within 7 Working Days of receiving a cancellation request if your request is received in relation to testing kits that have not yet been despatched; or
  • within 7 Working Days of receiving the returned testing kits that have already been despatched.

If you have returned the testing kit to us within the cancellation period because they are faulty or mis-described, we will refund the price of the Products in full.

We will refund you on the credit card or debit card you used to pay.

Please contact us by email if you have any problems or have any questions.