Delivery and Refunds – information about how your tests will be delivered what you must and must not do and whether you can cancel your order

DISPATCH AND DELIVERY

After your payment has been processed and you have received an acceptance confirmation we will send you a testing kit by first class post which you should receive within 2 (two) working days, (United Kingdom only). We do not guarantee that the testing kit will arrive within 2 (two) working days as we are entirely dependent on our UK postal services provider (Royal Mail).

Delivery of a testing kit shall be considered to be completed upon our first attempt to deliver it to the address you have provided and the testing kit and sample will be your responsibility from that time until it reaches our laboratory for analysis.

If you lose or damage your testing kit, we will send you a replacement kit subject to payment by you of £5 to cover the cost of doing so.

If your testing kit arrives in the post damaged, we will send you a replacement kit at no charge as soon as you notify us.

CANCELLATIONS AND REFUNDS

1) For tests booked to be taken at RapidLabTest.co.uk clinics.

If you have opted to pay at the clinic or paid online, and you wish to cancel the booking, we kindly request that you do this at least 24 hours in advance of your booking. We recommend that you cancel your booking, at no cost by email (info@rapidlabtest.co.uk).

To cancel an order, please send us an email stating that you wish to cancel and the reason for the cancellation. Please email your cancellation request to info@rapidlabtest.co.uk. 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 order within the cancellation period and you are entitled to a refund we will refund you the price you paid for the Product(s): within 14 working days of receiving a cancellation request.

We will refund you using the same method that you have used to pay and only on the credit card or debit card used by you to pay.

2) For home-kit test orders

Due to the proficiency of our services, our logistical response to orders is instantaneous. Once an order is placed, things are set in motion which cannot be undone, and the order shall be delivered accordingly. RapidLabTest.co.uk is unable to offer refunds for the following reasons:

a. 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”)

b. It is a government requirement to meet UKAS accreditation to ensure full chain of custody of samples is traceable. Each test Kit is personalised with a unique reference number for the purposes of the testing process and further personalised with unique booking reference numbers due to government requirements for passenger locator forms The kit is therefore exempt from refunds as per Article 28(3)(b).

c. 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

d. Following government advice, on a zero-tolerance approach to fraud, criminal activity, and breaches of Covid restrictions and in the interests of Public Health Protection, In cases of Force Majeure.