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Returns & Refunds

Please see our Terms and Conditions.  For Covid-19 testing kits, products and services please also see our guidance below.

To request to cancel or change your order please contact us at info@covguard.com. Please supply order details, the reason for the change and any evidence so we can process your request as efficiently as possible.

If you cancel your home test kit order and we haven’t dispatched your order you will receive a full refund.

If we have dispatched your order to you, we will offer a full refund minus £30 administration fee.   You must return the unused kit back to us at 1 Pulteney Road, Bath, BA2 4HD.

If you have sent your completed sample to our laboratory for analysis, unfortunately, we cannot offer you a refund as your sample will be analysed by the laboratory.

If you have evidence that your flight has changed or been cancelled and wish to cancel your order, if we haven’t dispatched, your order will be cancelled and you will receive a full refund.

If we have made a test appointment for you at one of our clinics and you would like to cancel your test appointment, you will receive a full refund minus £30 administration fee up to 24 hours before the time slot for your test. If you do not cancel 24 hours before your test appointment, we cannot offer you a refund and you will be charged in full. If you wish to change your time slot, you can do so free of charge up to 24 hours before your booked appointment time by contacting our customer service team. If you wish to change your time slot within 24 hours, you will be charged a £30 administration fee.

Unless otherwise agreed, CovGuard will refund you in the manner that we received payment from you. Please allow 7-10 days to process refunds. 

Damaged/Missing Kits

If you receive a damaged or defective kit, you must notify us on info@covguard.com within 30 business days of delivery, to initiate a valid damaged or defective kit claim for a refund. It is required that you keep all the packaging material, box(es) and broken items and provide it to us on request and at our expense, in order to complete the investigation. If the investigation confirms the kit to be damaged or defective, CovGuard will provide you with a replacement kit within 5 working days of the completion of the investigation.

If you are missing any items from your order, you must notify us on info@covguard.com within 2 months of delivery. CovGuard will provide you with a replacement kit within 5 working days of such notification.

Delayed postage

CovGuard does not accept any liability for delayed results due to late test kit delivery. Ongoing COVID-19 restrictions, reduced air and freight capacity, high volumes, and weather conditions are all impacting the Royal Mail and courier delivery services across the UK. Please refer to Royal Mail’s website for their latest updates regarding delivery delays.

Undeliverable orders

Any orders that are returned to CovGuard as refused by receiver or non-deliverable will be reimbursed but you will be subject to a return handling fee, subject to applicable law. CovGuard reserves the right to refuse delivery of kits that require payment fees that have not been prepaid by the sender.

If your order is lost or undeliverable due to us being provided with the incorrect address a £40 replacement test kit fee will be charged.

Refund rights after sample collection

All of our COVID-19 test kits include free Royal Mail Tracked 24 return mailers to post your completed sample to our laboratory. Send your test kit back using the free Royal Mail return envelope provided via a Royal Mail Priority Postbox Monday - Friday. Please make a note of the tracking number that is detailed on the returns label.

CovGuard does not accept any liability for lost or delayed samples and refunds will not be issued.

Rejected Sample

If your sample has been rejected for analysis by our laboratory due to providing an inadequate sample for testing, we can provide you with a replacement sample free of charge or a 50% refund.

 

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