Refunds Policy

Update in Refunds Policy:

From 04:00 a.m. 30th November 2021, Day 2 Lateral Flow tests are no longer accepted for travellers entering England. Your Day 2 Lateral Flow test may also be used as a Fit-to-Fly test. Unfortunately, we are unable to refund your order. However, we are offering a 1-time discount of £10 when purchasing a Day 2 PCR test. Please email us at for further details.

Purchase of Lateral flow and PCR kits

To fulfil the turnaround time assurances, we are dependent on Royal Mail delivering your order the day after it has been fulfilled. We cannot be held accountable if Royal Mail does not deliver the kit to your address on time. Our cut off time for orders to be fulfilled and sent for next day delivery is 12pm. Orders made past the 12pm cut off will be fulfilled and dispatched by Royal Mail the following day.

You may cancel your order at any time before the kit has been fulfilled and dispatched to Royal Mail and receive a refund. This cancellation right does not apply if you have already sent your sample to the laboratory for analysis. Please note that we are not able to provide partial refunds.    

For lateral flow device results, if there is an invalid result due to no red lines, or only one line developing near the T indicator, a replacement kit will be dispatched on request (only for orders placed on

Lateral Flow test Result

We cannot be held accountable for late certification of test result due to incorrectly entered information when filling in the activation form e.g. email and booking reference numbers, if it falls outside our resulting turnover time as indicated on our website.

PCR test Result

We rely on Royal Mail to deliver the samples to the laboratory. We cannot provide a refund for delays in laboratory results due to factors outside our control such as postal system delays, or if your kit is lost in transit by Royal Mail.

Circumstances for where the PCR sample arrives at our laboratory and,  
- The specimen form is missing essential information, and/or,
- The exact sample barcode has not been activated on our system,

The sample will be discarded after a 4-day window from when your sample entered our laboratory (as the sample deteriorates). Contacting us outside of 4-day period from when the tracking number states it has arrived, we will no longer have your sample. In these instances, we cannot be held accountable, and you will  not be entitled to a refund.    

For PCR tests, if an inconclusive result has been reported due to leakage from the sample collection bottle or missing swab, a replacement kit will be dispatched on request.  

Refund Requests

If you would like to make a formal refund request, please contact outlining your reasons with your full name, order number (XXX-XXX Where X = Letters or Numbers) and amount to be refunded. Customer support will then process your request. All refunds will be processed through the PayPal account used for the transaction. If you have any questions regarding our refund policy, please do not hesitate to contact us at

If you are returning unused kits, your refund will be processed once there is evidence that your order has been returned.

Please note: All refunds take between 5-7 business days to appear in your account.