Refund policy

Returns & Refunds Policy

We offer refunds on eligible KnowYou+ test kits. You do not need to physically return your test kit to us.

Because our products contain medical sample-collection components, returned kits cannot be reused or resold. If you no longer require your kit or have changed your mind, you may request a cancellation and refund within 60 days of receiving your order.

To request a refund, please contact us directly at info@knowyouplus.co.uk.

Please do not send your test kit back to us unless we specifically ask you to do so.

Sample ID and cancellation

To process a cancellation, we may ask you to open the kit and provide the Sample ID associated with it.

The Sample ID must be cancelled or voided before a refund can be completed. This prevents the cancelled kit from subsequently being registered or submitted for laboratory analysis.

Once the Sample ID has been successfully voided, we will process any refund due to your original payment method.

Refund deductions

Any non-refundable kit cost or delivery charge applicable to your order will be clearly explained when your refund is processed.

Original delivery charges may not be refundable where the order has already been dispatched, except where required by law or where the product supplied was faulty, damaged or incorrect.

Samples already submitted for analysis

A refund cannot normally be provided once a sample has been submitted and laboratory analysis has commenced or been completed.

If there is a problem processing your sample, please contact us. Depending on the circumstances, we may arrange a replacement kit, recollection or other appropriate remedy.

Damaged, defective or incorrect kits

Please inspect your order when it arrives.

If your kit is damaged, defective, incomplete or you have received the wrong product, contact us as soon as possible at info@knowyouplus.co.uk.

Please include your order number and, where helpful, photographs showing the problem. We will assess the issue and arrange an appropriate replacement or refund.

Non-returnable products

For health, safety and quality reasons, KnowYou+ test kits should not be physically returned unless we specifically instruct you to do so.

Any returned medical test kit would need to be discarded and could not be supplied to another customer.

Refund processing

Approved refunds will normally be processed within 10 working days after any associated Sample ID has been located and voided.

Refunds are made to the original payment method. Your bank or payment provider may take additional time to show the refund in your account.

Nothing in this policy affects your statutory rights.

Contact us

Know You Ltd
Hartsbourne House, Delta Gain
Watford, England, WD19 5EF
info@knowyouplus.co.uk