Refund policy

Your satisfaction matters to us. Because our products are medical test kits, health and safety rules limit which items can be returned.

Items we cannot accept back

For your protection and the safety of others, we cannot accept returns, exchanges or refunds on any test kit once the outer seal or packaging has been opened, or once a sample has been collected. This is standard practice for medical and diagnostic products and applies regardless of the result of your test. Please be sure of your choice before opening your kit.

When you can return a kit

You may request a return within 14 days of delivery if all of the following apply:

  • The kit is unopened, unused and still sealed in its original packaging
  • The kit has not passed its expiry date
  • You have your order number

Damaged, defective, expired or incorrect items

If your kit arrives damaged, defective, expired, or is not the product you ordered, contact us within 48 hours of delivery at homelabuae@gmail.com with your order number and a photo of the item and packaging. We will arrange a free replacement or a full refund, including any delivery costs. You will not be asked to pay return shipping in these cases.

How to request a return

Email homelabuae@gmail.com or message us on WhatsApp at +44 7541 289541 with your order number and the reason for your return. If your return is approved, we will send you instructions on where to send your kit. Please do not send anything back before contacting us — returns sent without approval cannot be accepted.

For approved change-of-mind returns, the cost of return shipping is the customer's responsibility.

Refunds

Once we receive and inspect your returned kit, we will notify you of the outcome. If approved, your refund will be issued to your original payment method within 7–14 business days. Please note that your bank or card provider may take additional time to process it.

Original delivery charges are non-refundable, except where the item was damaged, defective or incorrect.

Cancellations

You can cancel your order for a full refund at any time before it is dispatched. Once your order has been dispatched, the return terms above apply.

Discretion

All returns are handled with the same discretion as your original order. Our correspondence and packaging never disclose the nature of the product.

Questions

Email: hello@homelabsuae.com
WhatsApp: +44 7541 289541
Hours: Sunday–Thursday, 9am–6pm GST


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