Shipping Policy - Delivery and Returns

I have purchased a test kit. What do I do next?
You will receive an automated email asking you to register your details to our patient portal. You must complete this form asap, so that your order can be completed.

I have placed an order for a test kit. How long will it take to arrive?
The kit should reach you in 2-3 working days. We use Royal Mail to deliver our kits and the delivery times in some areas may be longer. If you do not receive the kit within 5 working days, please inform us immediately. We will send a second kit at no additional charge to you. However, if you do not receive the second kit a refund will be issued, unless you are able to attend our walk-in centre for sample collection. A blood draw fee will apply where applicable.

I have received the test kit. What should I do next?
• Kindly follow the instructions provided in the test kit
• Label the sample collection vial/pot with your full name and date of birth
• Return the request form along with the sample
• If you have ordered a semen culture test - Empty your bladder, wash your hands and genitalia before producing a sample to limit contamination due to microorganisms in the lower urethra and skin. Do not touch the inner surface of the culture pot

I have collected the sample and need the report urgently. What should I do?
The test kit comes with FREE returns packaging. You can post the sample back to use by dropping it in a red post box. It can take 1-3 days for the kit to reach us. Alternatively, take the kit to your local post office and send it by next day delivery if you need the results quickly. Email us and keep us in the loop.

I have ordered a test kit but do not wish to proceed. Will I be charged?
An admin fee of £29 will be charged if you wish to cancel the order after it is processed. We operate a 7-day service so this will also apply to orders placed on weekends too. If you've used Shopify, PayPal and Stripe you will not be refunded the card processing fee for the use of their service. This is typically up to 3% of the transaction fee. Likewise if you use LayBuy or Split-it your refund will depend on their terms and conditions. Their fees are typically up to 5% of the transaction fee and in addition to the fees charged by Shopify, PayPal and Stripe. Kindly read their T&Cs before using these payment gateways. 

 Please refer to our Terms and Conditions page for further information.


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