Delivery & Refund Information
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 and you should receive it within 2 (two) working days, within the United Kingdom. We do not guarantee that the testing kit will arrive within 2 (two) working days as we are entirely dependent on our 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 Claret Diagnostics Clinic
If you have not pre-paid, your booking can be cancelled at no cost by contacting us by phone 0333 577 0939 or email email@example.com. We kindly request you do this 24 hours in advance of your booking.
If you have already paid online, your booking can be cancelled by contacting us by phone 0333 577 0939 or email firstname.lastname@example.org. We will refund you the full amount within 10 working days. We kindly request you to do this 24 hours in advance of your booking.
2) For home-kit test orders
You may cancel your order at any time before a sample collection kit has been dispatched to you and receive a full refund within 10 working days. Once your home-testing kit has been dispatched, you have up to 30 days to cancel the order.
If we have sent you a testing kit, you must return it at your own cost, including a note with your name, email and order number to:
Unit 6 Minerva Business Centre,
58-60 Minerva Road,
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.
For Home-Kit orders, your legal right to cancel a contract starts from the date you receive the acceptance confirmation (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 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 email@example.com. 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 10 working days of receiving a cancellation request if your request is received in relation to testing kits that have not yet been dispatched; and within 10 working days of receiving the returned testing kits that have already been dispatched.
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 product(s) in full.
We will refund you on the credit card or debit card used by you to pay.