Refund policy
Due to the nature of our products and services, we are unable to accept returns once a testing kit has been dispatched.
Our kits are supplied for the purpose of collecting water samples for laboratory analysis. For safety, hygiene, and contamination control reasons, returned kits cannot be resold, reused, or reissued. Accepting returns would compromise the integrity of the testing process.
For this reason, all sales are considered final.
Incorrect or damaged items
If your order arrives damaged, incomplete, or incorrect, please contact us within 48 hours of delivery with photos and your order number and any issues discovered when received.
Where an issue is confirmed, we will:
- replace the kit or damaged bottle, or
- provide a refund at our discretion.
Lost or delayed samples
Once samples have been posted, responsibility transfers to the postal or courier service. We strongly recommend obtaining proof of postage when sending samples.
We cannot be responsible for items lost or delayed in transit.
Change of mind
As our kits include sterile sampling equipment and laboratory services, we cannot accept returns or offer refunds for change of mind or unused kits.
If you are unsure which kit or service you require, please contact us before ordering and we will be happy to advise.
Laboratory services
Once testing has begun, laboratory analysis and reporting services are non-refundable.
Please note: samples must be returned to the lab within 30 days of purchase.
Contact
If you have any questions about your order, please contact us at:
We are always happy to help before purchase to ensure you order the correct kit.