What is refund or return policy?

Created by Jo Ratner, Modified on Mon, 28 Apr at 5:36 PM by Jo Ratner

Returns

We are unable to accept returns due to required product storage conditions. Once dispatched, we cannot verify it has been stored correctly, impacting health and hygiene of the product. This aligns with Regulation 28(3)(a) of the Consumer Contracts Regulations 2013.

Refunds

We can only offer refunds if you cancel your order during the cooling-off period (14 days). You will lose the right to cancel once you have opened the product and services begin, due to the nature of our product, per Regulation 28(3)(a) of the Consumer Contracts Regulations 2013.

A problem with your test?

We offer a manufacturer's guarantee for our products, whilst they have not past the expiry date. If your product is damaged and you cannot use it, we will replace the product at no cost to you. Also, if you are unable to achieve a successful test result, we will replace or refund (at our discretion) the product at no cost to you. Replacements for unsuccessful tests can be ordered via the PocDoc App. In other cases, please contact the PocDoc Helpdesk at support@mypocdoc.com with issue details.

This returns policy does not affect your statutory rights.
You have legal rights under the Consumer Rights Act 2015 in relation to goods that are faulty, not as described, or not fit for purpose. These rights are not affected by our returns policy or by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.