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Returns and Refunds Policy
Welcome to AttoDiagnostics's Returns and Refund Policy, designed to guide you through the process of returning products and/or services purchased from our website. This policy outlines your rights regarding returns and refunds ensuring a smooth and transparent experience for all customers.
This policy applies to the return of products and/or services purchased from AttoDiagnostics online. It provides for general return and refund rights prior to the products and/or services being used, as well as limited refund and replacement rights after use. Please note that unless (i) the law provides otherwise or (ii) expressly provided for in this policy, any other replacement or refund will be in the sole discretion of AttoDiagnostics and without any liability or prejudice to its rights.
Should you have any further inquiries, please don't hesitate to contact us on refunds@attodiagnostics.com
Return and Refund Rights Prior to Use of Test Kits
Returns within 14 Days
Under the Consumer Contracts Regulations 2013, for most products and/or services bought online you have a legal right to change your mind within 14 days and receive a full refund. The 14-day window begins immediately after you take delivery of any physical products such as a Test Kit, or it begins immediately after we email you to confirm we have received your order for a service.
However, during the 14-day window you do not have the right to change your mind if the product and/or service meets any of the below criteria:
I. test kit(s) which have been unsealed after delivery or collection.
II. you have activated the test kit(s).
III. you have activated the test kit(s) and/or sent your sample to the laboratory for analysis.
IV. you have received you test results.
V. we have completed provision of the services.
To initiate a return, please notify AttoDiagnostics via refunds@attodiagnostics.com
Once notified, kindly return the product within 14 days per the provided instructions.
If eligible, AttoDiagnostics will refund you using the original payment method unless otherwise agreed. Please note that you are responsible for all shipping and return fees, as governed by applicable law.
For a full refund, the product must be returned undamaged and unused, still sealed in its original packaging.
Returns after 14 Days
You have the right to cancel your contract for a product outside of the 14 day window up to 60 days after order confirmation and receive a partial refund. We will refund 75% of the purchase price.
Please note this does not apply if any of the exemptions set out in “Returns within 14 Days (I. – IV.)” have been met.
If you end the contract for any reason after a product has been dispatched, you must return it to us for a refund to be considered. You must send off the product within 14 days of informing us you wish to end the contract. You will be responsible for the shipping and return fees.
To qualify for the 75% refund, the product must be returned undamaged and unused, still sealed in its original packaging.
Damaged/Missing Kits
Should you receive a damaged or defective kit, please notify us on info@attodiagnostics.com as soon as reasonably possible. By doing so, you initiate a claim for replacement due to a damaged or defective kit. Kindly retain all packaging materials, boxes, and damaged items, as we request these for investigation purposes. You are required to return the damaged kit. Once the investigation concludes and the product's damage or defect is confirmed, AttoDiagnostics will provide a replacement within 5 working days.
If any items are missing from your order, please inform us on info@attodiagnostics.com as soon as reasonably possible. Upon notification, AttoDiagnostics will provide a replacement product within 5 working days.
We will cover the associated shipping and return costs. Failure to report damaged or missing items within 14 days may impact the availability of replacement items, subject to applicable law.
Undeliverable Orders
Orders returned to AttoDiagnostics as refused or undeliverable will be reimbursed at 75% of the purchase price to cover postage and restocking fee as outlined in accordance with applicable law.
Lost Orders
(i) International shipments:
If you do not receive your package and the tracking information shows that the product has been delivered, you must notify AttoDiagnostics right away on info@attodiagnostics.com so that a lost package tracer can be initiated with the courier. Replacement products will not be sent until the courier terminates the tracer request and AttoDiagnostics grants permission for a replacement product to be delivered.
Please note that we will only replace the lost product in circumstances where you have provided a correct delivery address.
If you have provided an incorrect delivery details, Attodiagnostics will not be liable for the costs of replacement kits and any associated costs. AttoDiagnostics will not provide refunds for any lost product under any circumstances or be liable for any claims arising from such loss, other than as expressly provided in this policy and subject to applicable law.
(ii) Local UK deliveries:
Where we make use of an untracked mail service for delivery, we will replace a lost product once you have notified us on info@attodiagnostics.com. Please note that we will only replace the lost product in circumstances where you have provided a correct delivery address. We have the right to investigate the circumstances of the product being lost or incorrectly delivered and will not be liable to replace a lost product in circumstances where you provided an incorrect delivery address.
Discretionary Refunds and Replacement of Products After Use
Users generally do not qualify for refunds or replacements after a product or service has been used. AttoDiagnostics may, at its discretion, offer limited refund or replacement rights if an investigation indicates non-compliance with the agreement between AttoDiagnostics and the user.
Exclusions
AttoDiagnostics will not provide refunds or replacements based on disagreements with test results, provided that due process has been followed during the testing process.
Version 1, updated on 01/12/2024.