To start the return process for your order, please enter your email address or phone number and the order number below.

FAQs

If you require further assistance please contact our Help Hub.                 

I need to cancel & refund

 

All Self-Test kits are non-returnable and non-refundable due to the immediate dispatch & medical nature of the product.

 

Except if you purchased a self-test kit before the UK Government changes, then you can request a refund less £10 per kit. You do not need to return the kits to us.

To cancel your order for a partial refund:

 

·       Enter your order number and email address in the fields above and click Start

·       Follow the instructions and select the Test booking you want to cancel for a refund

 

How long do refunds take?

 

You will get a confirmation email from us once your cancellation/refund request has been processed. This usually takes 5-14 days.

 

I need to change my Pre-return Antigen to a Day 2 Antigen (only applicable if arriving back into the UK after 04:00 Sunday 9th January and fully vaccinated)


Contact us here  and we will resend you the correct links to register for a Day 2 Antigen test. Please make sure you check your junk email folder.

 

I need to change my Supervised Antigen Video Self-Test appointment time


Contact us here and request a new date and time you’d prefer and if it’s available, we will change it for you.

I need to cancel & refund

Please cancel at least 3 hours before your booked appointment time.

 

·       Enter your order number and email address in the fields above and click Start

·       Follow the instructions and select the Test booking you want to cancel for a refund

How long do refunds take?

You will get a confirmation email from us once your cancellation/refund request has been processed. This usually takes 5-14 days.

 

I need to change my test type   

If you need to change to another test type at the same test centre, firstly you must ensure the test type is available at the same centre.

 

If so, you can keep the appointment as planned and our staff will change it when you arrive and handle any cost changes.

 

If the test type is not available at the same test centre, you can cancel your appointment and request a refund and rebook the required test type at one of our other test centres that offer the test.

 

I need to change my onsite date/time

Cancel your test appointment and request a refund and then rebook a new appointment on the new date/time.