PRENETICS REFUNDS

Prenetics EMEA Limited (“Prenetics”,” we”, “us”) with UK Company Registration No. 08834823 and registered office at Unit 2 Orpington Business Park, Faraday Way, Orpington, Kent, England, BR5 3AA.

This Refund Policy applies to products and/or services purchased from Prenetics. Click on one of the questions below to read the relevant information.

When will I get my refund?

Can I get a refund on my home test kit?

Can I get a refund for my Test Pod booking?

The testing requirements have changed for my destination, can I get a refund on my test bundle?


PRENETICS REFUND PROCESS

To claim for a refund you can contact our customer services team on care@projectscreen.co.uk. Please ensure you provide the following information when requesting a refund:

  • Order Reference Number (this can be found in your ‘Order Confirmation’ email)
  • Reason for your refund request
  • The email address which was used to place your order

Once a refund request has been received and confirmed, please allow for up to 10-14 days for our administration team to process the refund. Please note this is typically completed sooner, however, please allow for the above timeframe in the event of higher than normal volumes.

Once a refund has been processed, you will receive a receipt of this refund from Prenetics. After receiving the refund confirmation, your bank will process the money, and your funds will typically show on your bank statement within 5-10 business days.

Unless otherwise agreed, Prenetics will not accept returns and will refund you in the manner that we received payment from you. Refunds will be at the sole discretion of Prenetics and without any liability or prejudice to its rights.

PRENETICS REFUND POLICY

This provision provides refund rights prior to either the test kit(s) being dispatched or being used, or alternatively, ahead of a testing appointment, as well as limited refund and replacement rights after use.

To contact our customer services team to request to cancel or change your order, please contact us at care@projectscreen.co.uk. Please supply any relevant evidence to your email, so we can process your request as efficiently as possible.

REFUND RIGHTS PRIOR TO USE OF HOME TEST KITS (INCLUDING ACTIVATION)

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

ii. If you cancel your PCR test kit(s) order within 2 months of your order date and you have not activated the test(s), we will offer a full refund minus £20 administration fee, with an additional £10 per each additional PCR test kit to a maximum of £50.

iii. If you have activated your test(s) or sent your completed PCR sample(s) to our laboratory for analysis or cancel your order more than 2 months after the date you placed your order, unfortunately, we cannot offer you a refund. If we have dispatched your lateral flow antigen test kit(s), we will not provide a refund and you can use this test at a later date.

REFUND RIGHTS PRIOR TO ONSITE TEST POD APPOINTMENTS

If you would like to cancel your Test Pod test appointment, you will receive a full refund, up to 24 hours before the time slot for your appointment. If you do not cancel 24 hours before your test appointment, we cannot offer you a refund and you will be charged in full. No refunds will be provided if results have been issued or for missed appointments for onsite testing.

REFUND RIGHTS AFTER SAMPLE COLLECTION

Home Test Kits

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. Additionally, please do not stick the returns label on top of the lilac COVID-19 block on the outside of the kit box. 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. Prenetics does not accept any liability for lost or delayed samples and refunds will not be issued.

Onsite Test Pods

All Covid-19 test samples collected at our Test Pod locations in England are couriered daily (Monday - Friday) to our laboratory. Prenetics accepts liability for lost courier samples and refunds will be issued (subject to review). Home test kit customers are able to drop off PCR sample(s) at one of the onsite Test Pods to take advantage of the daily courier service. Samples must be returned before the courier arrives and passed by hand to the staff member on site. Prenetics does not accept any liability for lost or delayed samples that are dropped at the Test Pods out of hours and refunds will not be issued.

OTHER REFUND RIGHTS

Damaged / Missing kits

If you receive a damaged or defective kit, you must notify us on care@projectscreen.co.uk 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, Prenetics will provide you with a replacement kit 1-3 business days after the completion of the investigation.

If you are missing any items from your order, you must notify us on care@projectscreen.co.uk within 2 months of delivery. Prenetics will provide you with a replacement kit within 1-3 business days of such notification. If you fail to report damaged and / or missing items in your order within 2 months of receiving the kit, replacement items will not be delivered under any circumstances, subject to applicable law.

Delayed Postage

Prenetics does not accept any liability for delayed results due to late test kit delivery and will not provide a refund. Ongoing COVID-19 restrictions, reduced air and freight capacity, high volumes, and weather conditions are all impacting delivery across the UK. Please refer to our carrier’s website for their latest updates regarding delivery delays.

Undeliverable Orders

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

TRAVEL TESTS AND BUNDLES: ORDER CHANGES, CANCELLATIONS AND REFUND POLICY

The ever-changing Covid-19 travel rules and restrictions, from both the UK Government and foreign governments, are creating many uncertainties for travelling during the pandemic. This is why we offer flexibility for all Covid-19 test and bundle purchases.

Home Covid-19 Test Kits:

Pre-Departure Test Kits

We are able to upgrade or downgrade your pre-departure tests up until the day before we are due to dispatch your test kit(s).

Lateral flow antigen to PCR upgrade: If your destination's requirements change from accepting lateral flow antigen tests to requiring PCR tests, if we have not dispatched your order, we will cancel your pre-departure lateral flow antigen test and provide a full refund. You will then need to order a Home PCR Test Kit or book an onsite Test Pod appointment directly from our Website. If we have dispatched your order, you will need to purchase a Home PCR Test Kit or book an onsite Test Pod appointment directly from our Website. We do not offer refunds on lateral flow antigen tests, as you will be able to use the test kit at a later date.

PCR to lateral flow antigen downgrade: If your destination's requirements change from requiring PCR to accepting lateral flow antigen tests, and you wish to amend your test kit(s) order, please contact our customer support team who will update your order and arrange for the difference in test price to be refunded to you. If we have dispatched your PCR test kit(s) to you, we will offer a full refund minus £20 administration fee with an additional £10 per each additional PCR test kit.

Pre-Arrival Test Kits

If you wish to cancel your remote lateral flow antigen test(s) and we haven’t dispatched your test kit(s) to you, you will receive a full refund. If we have dispatched your lateral flow antigen test kit(s), we will not provide a refund.

Arrival Test Kits

We are able to upgrade or downgrade your arrival test kit(s) up until the day before we are due to dispatch your test kit(s).

Change from Day 2 to Day 2 & 8: If at the time of booking your Covid-19 test(s) or bundle(s) you are required to only test on Day 2 and this changes to needing to test on Day 2 and 8, please contact our customer support team who will send you a purchase link to upgrade your arrival tests to the mandatory Day 2 and 8 arrival PCR tests. If we have dispatched the day 2 test kit(s), we will organise for day 8 test kit(s) to arrive on or before day 8.

Change from Day 2 & 8 to Day 2: If at the time of booking your Covid-19 test(s) or bundle(s) you are required to test on Day 2 and 8 and this changes to only needing to test on Day 2, please contact our customer support team who will amend your arrival tests from the day 2 and 8 PCR tests, to only the mandatory day 2 arrivals test, and will arrange for the difference in test price be refunded to you. If we have dispatched the day 8 test kit(s), we will offer a full refund and the test kit will be deactivated.

Destination country goes onto the Red list: If your destination country moves from either green or amber to the red list, you will be required to quarantine in a hotel on arrival to England and cannot use the arrival test(s) from Prenetics. Please contact our customer support team before your departure flight to England to cancel your arrival test(s). You will need to book your new arrival tests through the UK Government's website. If we have dispatched your order to you, we will offer a full refund minus £20 administration fee, with an additional £10 per each additional PCR test kit.

Onsite Test Pods

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 £20 administration fee.

CANCELLATION POLICY

Home Test Kits

If you would like to cancel your home Covid-19 test kit(s) order - PCR tests and lateral flow antigen tests - and we haven’t dispatched your test kit(s), your order will be cancelled and you will receive a full refund. Once we have dispatched your kit, our refund policy will apply, as stated above.

Test Pods

If you would like to cancel your Test Pod appointment, you will receive a full refund up to 24 hours before your time slot. If you do not cancel 24 hours before your test appointment, we cannot offer you a refund and you will be charged in full.

Company Address: Prenetics EMEA Ltd, Unit 2, Orpington Business Park, Faraday Way, Orpington, Kent BR5 3AA, United Kingdom

Company Registration Number: 08834823

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