Test Results
You will receive your test results digitally via the login you created when registering your test. The turnaround time varies depending on the analysis. Information about the specific turnaround time for your analysis can be found on the product page. You, as the customer, are responsible for registering your unique test ID in order to receive your results. Your results are sent encrypted with ID verification for maximum security. Shipping and Delivery Terms Shipping costs apply.

Our products are sent to the address you provided at the time of ordering. You, as the customer, are responsible for providing the correct address details when placing your order. If you have not received your order, we recommend first tracking the parcel via the carrier’s website, for example via Royal Mail. Double-check that the address in your order confirmation is correct – for example, that the house number or flat number is not missing. If you have not received your delivery within 10 working days, please contact us via the chat for the fastest assistance.

Incomplete Address
If the address on the order is incomplete and delivery could not be completed as a result, you must contact us within two weeks so we can assist you further. If we are contacted within this period, we can resend the order, but you, as the customer, will be responsible for the shipping cost. If you would prefer a refund instead, we can offer a 50% refund of the order value.

Prices and Payment
All prices are stated in GBP (£), including VAT. Payment is made by card via the payment provider Stripe, which accepts VISA, Mastercard, or AMEX.

Right to withdraw
As a customer, you have the right to cancel your order within 14 days. The cancellation period begins on the day you receive your order according to the tracking link in your delivery confirmation email.

The right to cancel for lab tests only applies if the test has not been sent to the laboratory for analysis.

The right to cancel for rapid tests only applies to unused tests with unopened packaging.

To exercise your right to cancel, please contact us via the chatbot on our website for further instructions. If the test is not returned complete and in its original condition, we reserve the right to deduct an amount corresponding to the material cost from the refund.

If your cancellation request is approved, we will refund you within 30 days from the date you received the item according to the order’s tracking link. Shipping and return costs are paid by the customer and are non-refundable.

Unregistered Test
If you have sent your lab test for analysis but forgot to register it, the test will be discarded as the laboratory cannot analyse unregistered tests. If you contact us within 2 months from the date the test was sent in, we can send you a new test kit at a cost of £10 (shipping not included). If more than 2 months have passed, you will need to purchase the test again at full price.

For DNA tests, which have a longer analysis time, the same conditions apply after 4 months.

Important Information Regarding Rapid Tests
Rapid tests provide a preliminary screening result and are designed to indicate whether further investigation may be necessary. Although the tests are reliable when used correctly, they do not replace laboratory diagnostics. A full medical diagnosis should always be made by a healthcare provider, based on clinical assessment and, where applicable, confirmatory laboratory tests.

Note: Differences between results from rapid tests and subsequent laboratory tests may occur due to factors such as timing of sampling, test sensitivity, or biological variation. A positive result from a rapid test should always be interpreted as an indication that further testing is needed – not as a definitive diagnosis. For confirmation and proper medical guidance, we strongly recommend contacting a healthcare provider.

Tests showing the control line (C) are considered valid, meaning the test procedure has worked correctly. Used valid tests are considered consumed and cannot be returned or refunded. We are not responsible for results affected by improper handling or failure to follow the included instructions.

If all instructions have been followed correctly but your test does not show the control line (C) and produces an unclear result, please contact us. We will be happy to help determine whether the test was carried out correctly or if the product may be defective.

Complaints
If the item you have received is damaged or if you have received the wrong item, please contact us via the chatbot for the fastest service. You can also reach us by email at hello@gettested.co.uk. Please follow the instructions carefully. If you need additional materials to complete your test, please also contact us via the chatbot. In the event of a dispute, we follow the recommendations of the relevant UK consumer dispute resolution authority.

Customer Privacy
The personal information you provide in connection with your purchase is stored so that we can fulfil our agreement to provide services or products to you. Under UK data protection law, you have the right to access the information we have stored about you. Contact us at hello@gettested.co.uk if any information is incorrect, and we will correct or delete it.

If you have opted to receive our newsletters, we will also process your personal data to send you information about our business.

Other
GetTested reserves the right to make price changes and is not responsible for any errors attributable to the laboratory we use for sampling and analysis.

GetTested reserves the right to make errors in the product information.

How to Return a Lab Test
To return a lab test, please contact us via the chatbot and inform us that you wish to return your test. You will then be asked to create a case and provide information such as order number, test ID, and email address. The test ID can be found on the code card included with all lab tests. The card may sometimes be stuck inside the lid of the box, so please check carefully (format XXXXX-XXXX).

Once we have received your return request, we will check that all required information is provided. We will then process the refund or contact you if something is missing. We refund the cost of the test kit, excluding shipping costs.

How to Return a Rapid Test
To return a rapid test, please contact us via the chatbot and inform us that you wish to return your test. You will then be asked to create a case and provide information such as order number, email address, and upload a photo of the test showing that the packaging is unopened.

Once we have received your return request, we will send you instructions on how to return the test to us. When we have received the return, the refund will be processed, excluding the shipping cost. The money will be returned to the account you used for the purchase. It usually takes 2–3 working days for the funds to appear in your account, but it can take up to 10 days depending on your bank and payment method.