PRENETICS REFUND PROCESS

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

  • The full name on your order
  • The email address which was used to place your order
  • Order Reference Number (this can be found in your ‘Order Confirmation’ email)

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

Your rights to when you end your contract with Prenetics will depend on what you have bought, whether there is anything wrong with the products, how we are performing the services, and at what point in the process you decide to end the contract.

1. Exercising your right to change your mind.

Under the Consumer Contracts Regulations 2013, for most products bought online you have a legal right to change your mind within 14 days and receive a full refund. The 14-day window begins immediately after we email you to confirm we have received your order online.

However, during the 14-day window you do not have the right to change your mind:

(i) if the test kit(s) has been unsealed after delivery.

(ii) if you have activated the test kit(s).

(iii) if you have activated the test kit(s) and/or sent your sample to the laboratory for analysis.

(iv) once we have completed provisions of the Services.

(v) if you miss a Test Pod appointment without cancelling the appointment in advance.

2. Ending your contract with us within the 14-day window.

PCR Fit to Fly, PCR Test to Release, PCR Health Check Home Test Kits

i) You have the right to cancel your contract for a PCR Fit to Fly, PCR Test to Release, PCR Health Check Home Test Kit within 14 days and receive a full refund. Please note this does not apply if any of the exemptions set out in 1. (i) - (iv) have been met.

ii) To end your contract with us, please contact us by email at care@projectscreen.co.uk. Please provide your name, email and order number.

iii) Once we receive your cancellation request, your Test Kit(s) will be deactivated immediately and cannot be used at a later date.

iv) Unless otherwise agreed, Prenetics will not accept returns and will refund you in the manner that we received payment from you.

PCR Day 2 and Day 8 Home Test Kits

i) You have the right to cancel your contract for a PCR Day 2 and Day 8 Home Test Kit within 14 days. Please note this does not apply if any of the exemptions set out in 1. (i) - (iv) have been met. Since part of the Service has been delivered immediately after order confirmation in fulfilling the UK Government’s Border Force requirements, we will refund the amount paid less £20 to reflect the value of the Services provided at the point of cancellation.

ii) To end your contract with us, please contact us by email at care@projectscreen.co.uk. Please provide your name, email and order number.

iii) Once we receive your cancellation request, your Test Kit(s) will be deactivated immediately and cannot be used at a later date.

iv) Unless otherwise agreed, Prenetics will not accept returns and will refund you in the manner that we received payment from you.

Ensure you are following the UK Government and foreign governments COVID-19 travel regulations and are conducting the required arrival tests. Any breaches of the regulations may result in a penalty. We are required to report your order details and travel information to Public Health England.

Day 2 Antigen Home Test Kits

i) You have the right to cancel your contract for a Day 2 Antigen Home Test Kit within 14 days. Please note this does not apply if any of the exemptions set out in 1. (i) - (iv) have been met. Since part of the Service has been delivered immediately after order confirmation in fulfilling the UK Government’s Border Force requirements, we will not offer a refund. The amount paid reflects the value of the Services provided at the point of cancellation. You can continue to use the Test Kit at any time in the future.

ii) To end your contract with us, please contact us by email at care@projectscreen.co.uk. Please provide your name, email and order number.

iii) Prenetics will not accept returns.

Ensure you are following the UK Government and foreign governments COVID-19 travel regulations and are conducting the required arrival tests. Any breaches of the regulations may result in a penalty. We are required to report your order details and travel information to Public Health England.

Fit to Fly & Remote Lateral Flow Antigen Test Kits

i) You have the right to cancel your contract for a Fit to Fly & Remote Lateral Flow Antigen Test Kit within 14 days and receive a full refund. Please note this does not apply if any of the exemptions set out in 1. (i) - (iv) have been met.

ii) To end your contract with us, please contact us by email at care@projectscreen.co.uk. Please provide your name, email and order number.

iii) Once we receive your cancellation request, your Test Kit(s) will be deactivated immediately and cannot be used at a later date.

iv) Unless otherwise agreed, Prenetics will not accept returns and will refund you in the manner that we received payment from you.

Test Pod Appointments

i) You have the right to cancel your contract for a PCR Test Appointment at a Project Screen Test Pod within 14 days and receive a full refund. Please note this does not apply if exemption 1. (v) has been met. However, if you cancel within 24 hours of your appointment we will reduce your refund by £20 to reflect an appropriate value of the Services provided up until the point of cancellation.

ii) To end your contract with us, please contact us by email at care@projectscreen.co.uk. Please provide your name, email and booking reference number.

iii) Unless otherwise agreed, Prenetics will refund you in the manner that we received payment from you.

3. Ending your contract with us after the 14-day window.

PCR Home Test Kits

i) You have the right to cancel your contract for a PCR Home Test Kit outside of the 14-day window up to 60 days after order confirmation and receive a partial refund. Please note this does not apply if any of the exemptions set out in 1. (i) - (iv) have been met. We will refund the amount paid less £20 to reflect the value of the Service provided at the point of cancellation.

ii) To end your contract with us, please contact us by email at care@projectscreen.co.uk. Please provide your name, email and order number.

iii) Once we receive your cancellation request, your Test Kit(s) will be deactivated immediately and cannot be used at a later date.

iv) Unless otherwise agreed, Prenetics will not accept returns and will refund you in the manner that we received payment from you.

Lateral Flow Antigen Test Kits

i) You have the right to cancel your contract for a Lateral Flow Antigen Test Kit outside of the 14-day window. However, we will not offer a full or partial refund. You can continue to use the Test Kit at any time in the future.

ii) To end your contract with us, please contact us by email at care@projectscreen.co.uk. Please provide your name, email and order number.

iii) Prenetics will not accept returns.

4. Other Refund Rights

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 the UK are couriered daily at 4 pm (Monday - Friday) to our laboratory. Prenetics accepts liability for lost courier samples and refunds will be issued (subject to review). Home test kit customers can 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.

Damaged / Missing kits

If you receive a damaged or defective kit, you must notify us on care@projectscreen.co.uk within 60 days of your order date, 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 60 days of your order date. 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 60 days of your order date, 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.

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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