Refund policy
Last updated: 22 July 2026
This policy explains when and how you can cancel or return an order and receive a refund. It sits alongside your statutory rights under UK consumer law, which always apply.
Your 14-day right to cancel
Under the UK Consumer Contracts Regulations, you may cancel your order within 14 days of receiving it, without giving a reason — provided the item is unused and still in its original, unopened, sealed condition. After telling us you wish to cancel, you then have 14 days to return the item.
Sealed test kits once opened
⚠ Health & hygiene exception
Because our products are sealed health and hygiene items, the right to cancel does not apply once the seal has been broken or the kit has been opened, in line with the Consumer Contracts Regulations. Unopened, sealed kits can still be returned within the 14-day window.
Faulty, damaged, or incorrect items
Please check your order on arrival. If anything is faulty, damaged, or incorrect, contact hello@herpestest.co.uk as soon as possible and we will put it right — with a replacement or full refund where appropriate — in line with your legal rights. This applies even after a kit is opened.
How to start a return
Email hello@herpestest.co.uk with your order number before sending anything back. We will confirm whether your item is eligible and send you the return address and instructions. Items sent back without first arranging a return may not be accepted.
Refunds
Once we receive and inspect your return, we will let you know whether your refund is approved. Approved refunds are issued to your original payment method within 14 days. Your bank or card provider may take a little longer to show the funds.
Questions
For any return or refund question, contact hello@herpestest.co.uk.