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 Rapid Antigen Test. The Rapid Antigen certificates show the absence of the Covid-19 virus however Rapid Antigen tests are indicative and not as sensitive as a PCR test.

Your results will be emailed to you by PDF and will also be uploaded to your Klarity app 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, DPD 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. Please record your tracking number displayed on your prepaid postal box before you post it. 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.  For PCR tests, 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.


Through our integration with our warehouse, we respond to orders instantaneously. Once your order has been placed, products are picked and dispatched which cannot be undone, and the order shall be delivered accordingly.

To request a refund please email your request and the reason for this We will retain £8 if your tests have already been dispatched and refund the remaining amount on the credit card or debit card you used to pay. There is no need to ship the kits back to us.

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.

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