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COVID-19 Testing Service Refund Policy

To request a refund please email COVID19@epistem.co.uk

  1. For outbound tests, if we have not yet despatched your testing kit/s, you will be refunded in full.
  2. If your testing kit/s are for outbound or pre-flight tests and have already been dispatched, you can return the kit/s unopened and unused for a refund minus an administration fee (£20/kit where an order has been dispatched by standard delivery and £30/kit if an order has been dispatched by Special Delivery), within 14 days of receipt, to:
    Epistem Ltd. 48 Grafton Street Manchester, M13 9XX, United Kingdom Please include your name and order reference code with the package.
  3. If your testing kit/s have already been opened we are unable to provide a refund.
  4. For Day 2 Lateral Flow Tests, once a booking reference has been issued after payment, we are unable to provide a refund.
  5. Refunds or free re-tests are not possible if the swabs contain insufficient or incorrect sample and provide non-conclusive results. Customers should ensure they strictly adhere to the sampling guidelines provided with the test kits.
  6. In the event of a replacement kit being required, there is an administration fee of £7.50 per kit where an order has been dispatched by standard delivery and £15.00 per kit if an order has been dispatched by Special Delivery.

Our hotline telephone and email:

+44 (0) 161 541 2301 (8am-6pm, Mon-Sat)

COVID19@epistem.co.uk

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