Returns and refunds

Consumers generally have the right to return goods within a period of 14 working days (commonly known as a cooling off period), which begins the day after the kit is delivered. We can accept the return of products that are unused and in a saleable condition. Terms and conditions will apply.

We will accept the return of goods from you within 28 days of delivery at our discretion and subject to prior arrangement. You are responsible for the cost of returning the goods to us and you may incur handling charges. All returned goods must be in the original packaging and are unused and in a saleable condition. Terms and conditions will apply.

Step 1: Complete our online returns form

Fill in and submit the returns form below. Our Customer Services department will aim to contact you within one working day.

Step 2: Pack items securely

Use the original packaging to pack the item(s) securely and return them to us within the period stated above. Please note that we cannot accept returns that do not have their original packaging or are in a condition that is deemed unfit for sale.

Step 3: Send your item(s) back to us

We advise you to return kits using a recorded delivery service. Please ensure the kit is returned in secure packaging. Our FREEPOST service is not available for returns. CNSLab is unable to arrange collection for any returned items.

Your returns should be sent to:

FAO Customer Services
Omega Diagnostics Ltd
Eden Research Park
Henry Crabb Road
Littleport
Ely
Cambridgeshire CB6 1SE

Step 4: Inspection

When we receive your returned item(s), we will inspect them. If we deem the item to be in saleable condition, including the original packaging, you will receive a refund normally within 14 days. The kit should be returned using the FREEPOST envelope provided with a note inside with your details and the reason for its return.