Refunds Policy

Unfortunately, we will not process refund requests in situations where customers have purchased test kits prior to the changes in government guidelines and they become no longer a government requirement.

We are only able to process refunds for customers who have purchased a kit from PeploBio - not kits purchased from partner providers.

Purchase of Lateral flow and PCR kits

To fulfil the turnaround time assurances, we are dependent on Royal Mail delivering our customer’s order the day after it has been fulfilled. We cannot be held accountable if Royal Mail does not deliver the kit to our customer’s address on time. Our cut off time for orders to be fulfilled and sent for next day delivery is 12pm (Monday to Friday excluding bank holidays). Orders made past the 12pm cut off will be fulfilled and dispatched by Royal Mail the following day.

Customers may cancel their order and receive a refund at any time before the kit has been fulfilled and dispatched to Royal Mail. Please note that we are not able to provide partial refunds.

Lateral Flow test Result

We cannot be held accountable for late certification of test results, outside our 4-hour resulting turnaround time indicated on our website, where the cause is found to be due to incorrectly entered information when filling in the activation form e.g. incorrect e-mail or booking reference numbers. The 4-hour turnaround guarantee only applies to uploads submitted (correctly) between 9:00am and 9:00pm. Uploads made after 9:00pm will be resulted after 9:00am the following day.

For lateral flow device results, if there is an invalid result due to no red lines, or only one line developing near the T indicator, a replacement kit will be dispatched on request (only for orders placed on peplobio.co.uk).

PCR test Result

We rely on Royal Mail and other couriers to deliver samples to the laboratory. We cannot provide a refund for delayed results due to factors outside our control such as postal system issues, or if your kit is lost in transit.

If a PCR sample arrives at our laboratory and the correct sample barcode has not been activated on our system, we will store the sample appropriately for 4 days before discarding it (due to sample deterioration). If the sample is not successfully activated within this timeframe, or if a customer contacts us with the missing information outside of this 4-day period, we cannot be held accountable and you will not qualify for a refund.

For PCR tests, if an inconclusive result has been reported due to leakage from the sample collection bottle or a missing swab, a replacement kit will be dispatched on request.

Refund Requests

If you would like to make a formal refund request, please contact info@peplobio.co.uk outlining your reasons with your full name, transaction ID (XXX-XXX Where X = Letters or Numbers) and amount to be refunded.  Customer support will then process your request. Please note that we are unable to process partial refunds. All refunds will be processed through the PayPal account used for the transaction. If you have any questions regarding our refund policy, please do not hesitate to contact us at info@peplobio.co.uk.

If you are returning unused kits, your refund will be processed once there is evidence that your order has been returned.

Please note: All refunds take between 5-7 business days to appear in your account.