Returns and Refunds
Last updated: 30 August 2026
This page explains your options in plain terms. Nothing here reduces your legal rights.
The short version
| Kit still sealed | Return within 14 days for a full refund, for any reason. |
|---|---|
| Seal broken | Cannot be returned for a change of mind — see below. |
| Faulty, damaged or expired | Full refund or replacement, including postage, sealed or not. |
| Wrong item sent | Our mistake — full refund or replacement, including postage. |
Changed your mind: 14-day cancellation
You can cancel a distance purchase within 14 days of receiving it, without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
In practice: if the seal is intact, you can return it. If you have opened it, you cannot — unless something is wrong with it. We tell you this before you buy so there are no surprises.
How to return something
- Email info@seradiag.co.uk within 14 days of delivery with your order number and what you would like to return. You can use the model cancellation form, but you do not have to.
- We will confirm the return address.
- Send the goods back within 14 days of telling us, packaged so they arrive undamaged.
- We recommend a tracked service — until we receive the goods, they are your responsibility.
You pay return postage for a change-of-mind return. We pay it if the goods are faulty, damaged, expired or wrongly supplied.
Refunds
We refund within 14 days of receiving the goods back, or of you providing proof of postage, to the payment method you used.
- Refunds include the standard outbound delivery charge you paid.
- If you chose a faster paid delivery option, we refund the standard rate, not the upgrade.
- We may reduce a refund if goods have been handled more than needed to check what they are.
Something wrong with your order
If an item arrives damaged, faulty, past its expiry date, or is not what you ordered, email info@seradiag.co.uk with your order number and a photograph if you can. We will arrange a replacement or full refund including postage. This applies whether or not the seal is broken — the hygiene exception does not apply to faulty goods.
Under the Consumer Rights Act 2015 you can normally reject faulty goods for a full refund within 30 days of delivery.
A note on test results
A result you did not expect or did not want is not a fault with the product, so it is not grounds for a refund on its own. If you think a test malfunctioned — for example no control line appeared, which means the test did not run correctly — that is a fault: contact us and we will replace it or refund you.
If a result concerns you, please speak to a GP or pharmacist. Our tests are screening aids and any result should be confirmed by a healthcare professional.
Safe disposal
Please do not return used tests or used lancets to us. Used tests can go in normal household waste unless the instructions say otherwise. Lancets and other sharps must be disposed of safely — never in household recycling. Your local authority can advise on sharps disposal.
Contact
info@seradiag.co.uk · Seradiag Ltd, 128 City Road, London, EC1V 2NX · Company number 14428934