Delivery
- Where we deliver: anywhere in the United Kingdom. We do not currently deliver outside the UK.
- Cost: free. Delivery and the return of your sample are included in the price.
- When: kits are dispatched the same or next working day.
- Packaging: plain, with nothing on the outside to say what is inside.
- Damaged or incomplete kit: tell us within 14 days of delivery and we will send a replacement free of charge.
Store your kit between 10°C and 25°C and use it before the expiry date printed on it. A kit used after that date cannot be analysed.
Sending your sample back
Your kit includes prepaid return packaging that meets UN3373 rules for posting diagnostic samples. Post it in any Royal Mail postbox. It goes first to a receiving laboratory in London, which sends samples on to biovis in Germany for analysis in regular batches.
- Post it on the day you collect it, Monday to Thursday only. Not on a Friday, at a weekend or before a bank holiday, and before the last collection time shown on the postbox.
- Make sure the request form is completed and signed. A sample without one cannot be matched to you.
How it works, step by step covers collection and what can make a sample unusable.
If your sample cannot be analysed
Occasionally a sample cannot be analysed, for example because it was delayed in the post, the tube was overfilled, or the laboratory could not get a valid result. If that happens, we will tell you and send a replacement kit free of charge.
Cancelling and refunds
Because a test includes laboratory work and specimen transport that cannot be reused, refunds are limited to kits that have not been used. Under the Consumer Contracts Regulations 2013 the position is:
| Where your order is | Can you cancel? |
|---|---|
| Kit not yet received, or received within the last 14 days and unopened | Yes. Email us and return the kit unused with its seals intact. We refund you within 14 days of receiving it back. |
| Sample tubes opened or seals broken | No. Sealed collection tubes cannot be returned once opened, for health and hygiene reasons. |
| Sample sent and analysis started | No. Once the laboratory has begun analysing your sample, the service has been performed. |
| Kit faulty, damaged or not as described | Your statutory rights apply in full. We will replace it or refund you. |
To cancel, email chun@bioxmedical.co.uk with your order number. The full legal wording is in our terms and conditions.