In-Clinic PCR Test appointment bookings
All bookings can be rearranged for alternative dates where available free of charge. All bookings are subject to a £25 cancellation fee towards administrative charges. There is a 100% cancellation fee if not informed before 48 hours of the appointment. The “on hold” option for appointments allows customers to place their appointments on hold for up to 60 days free of charge. However, the original appointment date is still subject to the cancellation policy if then requested to be cancelled.
In-Clinic Rapid Antigen Test appointment bookings
All bookings can be rearranged for alternative dates where available free of charge. All bookings are subject to a £10 cancellation fee towards administrative charges if the cost of the appointment does not exceed £25. There is a 100% cancellation fee if not informed before 48 hours of the appointment. The “on hold” option for appointments allows customers to place their appointments on hold for up to 60 days free of charge. However, the original appointment date is still subject to the cancellation policy if then requested to be cancelled.
At home antigen or PCR test
An order for a postal test kit can only be cancelled if the order has been placed but not yet dispatched. You will receive a shipping confirmation email as soon as the order has been dispatched to the courier company. Please refer to the clauses set in our terms and conditions for detailed information.
We cannot process a refund in the following circumstances:
(i) when the order has been dispatched
(ii) when test is collected under a Click and Collect service
All refund and cancellations requests must be submitted to our help centre. Our team will aim to respond to the request within 14 days via the following link: https://officialrapidtestshelp.zendesk.com/hc/en-gb . However, kindly allow time for refunds to be processed by the bank, where the refund has been confirmed and issued by us. Unless otherwise agreed, Official Rapid Tests will not accept returns and will refund you in the manner of payment received from you. Refunds are issued at the sole discretion of Official Rapid Tests and without any liability or prejudice to its rights.
Please note that orders are dispatched on the same day if placed before 4 pm and hence, may not be cancelled even if ordered only a few hours ago.
COVID Recovery Certificate Cancellation Policy
Upon purchasing our COVID-19 Recovery Certificate, you agree to waive your 14-day cooling-off period. This is because this item is classed as a downloadable good and cannot be returned once downloaded. Upon purchase, you will receive a unique activation code and access to our online portal to register your application for a COVID-19 recovery certificate online, hence, no refunds are available.
If your item is faulty, we will aim to fix the activation code before offering you a refund. If we fail in our second attempt to rectify the situation, you are eligible for a credit, exchange or refund.
Faulty test kit or missing equipment:
A full refund or a replacement test kit will be provided in the unlikely event that a test delivered is either faulty/ damaged or is missing equipment necessary to perform the test.
Click and Collect test kit:
All bookings are subject to a £25 cancellation fee for administrative work or all bookings can be rearranged for alternative dates available free of charge within a 60 day period.