Frequently Asked Questions

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Do I get a full refund if I change my mind?

All refunds are on a discretionary basis. Any refunds where a card payment was made for the purchase, then the card processing fee in addition to the postage and packaging will be deducted if the return is accepted and approved.

What if I have not received my order?

You must inform us within 30 days of your order being placed. After this date we are happy to investigate but cannot guarantee liability for missing orders.

Why am I receiving a different brand to what I ordered?

The Hughes Healthcare brand is identical to the Flowflex brand, has the same manufacturer and test kit components but simply different branding. During periods of high demand if one brand is sold out than the one available will be sent.

Why have I received a different format box to what I ordered?

This will be due to the current high demand and a high volume of orders being processed throughout the day. As an example, if the box of 25 format is out of stock we will send you the box of 5 or single box as an alternative. We apologise for any inconvenience this may cause.

What if I bought your test kit from another company?

If you bought the test kit from another company, you must contact them in relation to any queries.

I need a reference number for a Passenger Locator Form

This is classified as a travel test service which we do not offer. Please refer to the guidance issued by the destination country for the requirements and how to find an approved travel test service provider.

When do I receive my tracking details?

Your tracking details are assigned once your order has been packed and is ready for despatch from our fulfilment centre.

My tracking number is not working?

Your tracking number has been assigned but will not be registered by the delivery company until they collect your order. This means you need to check around 7pm on the same day and this should be updated with live tracking details.

What if I change my mind?

The lateral flow test kits are classified as medical devices. We accept returns within 14 days of purchase. We will provide you with instructions to return. Your returned product should be in its original packaging and providing the seal has not been broken or tampered with a refund (minus the shipping costs) will be issued.

How long does a refund take?

A refund is processed to the original payment method and can take 7 to 10 working days.

I need to complete a test before I travel?

We do not offer travel testing services; you must independently find a company which offers travel testing services which meet the requirements of your travel plans.

What is a bulk order?

Bulk orders are orders for a minimum of 240 test kits or more where wholesale sales prices apply.

How do I place bulk order?

You may place an order directly online with us or you may contact us with your company details (name, address, contact number and email) and details of the number of test kits you require.