Refund policy

POC DIAGNOSTIC REFUNDS POLICY 
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(Effective August 19th 2025)  

We want you to be happy with your purchase and if something isn’t quite right, we’re here to 
help.

Our Standard Return Policy – 30 Days 

You have 30 days from the date you receive your order to request a return.

To be eligible, your item must:

Be in the same condition as when you received it unused, unworn, with all tags attached. 
Be in its original packaging. 
Be accompanied by your receipt or proof of purchase.

2. How to start a return:

Email us at info@poc-diagnostics.co.uk with your order details. 
We’ll provide the return address and a prepaid return label (if applicable). 
Follow the instructions provided items sent back without prior approval may not be 
accepted.

3. Damaged, Faulty, or Incorrect Items

Please check your order as soon as it arrives. If an item is damaged, defective, or not what you 
ordered, contact us straight away so we can fix the problem quickly — whether that means a 
replacement, repair, or refund.

4. Items We Cannot Accept for Return

For safety, hygiene, or customisation reasons, some items are non-returnable: 
Perishable goods (e.g., food, flowers, plants) 
Personal care items (e.g., beauty or hygiene products) 
Custom or personalised products 

Hazardous materials, flammable liquids, or gases 
Sale or clearance items 
Gift cards 
If you’re unsure whether your item is eligible, please contact us before returning it.

5. Your Legal Right to Cancel – 14 Days (UK & EU Customers) 

If your order is delivered to a UK or EU address, you also have a statutory 14-day cooling-off 
period from the day you receive your goods. During this time, you can cancel for any reason, no 
explanation needed. 
If you exercise this right: 
You must return the goods within 14 days of notifying us. 
Items must meet the same condition requirements as above (unused, original packaging, 
proof of purchase). 
We will refund the full purchase price, including standard delivery charges, within 14 days 
of receiving the returned goods (or proof you’ve sent them back).

6. Exchanges

Need something different? The quickest way is to return your original item for a refund, then 
place a new order for the one you want.

7. Refund Process 

Once we receive and inspect your return, we’ll email you to confirm approval or rejection. 
If approved, your refund will be issued to your original payment method within 10 
business days. 
Banks and card providers may take a little longer to process the funds. 
If it’s been more than 15 business days since your return was approved and you haven’t received 
your refund, email us at info@poc-diagnostics.co.uk and we’ll investigate.

8. Legal Requirements  

POC Diagnostics Ltd complies with all applicable UK and EU consumer protection laws, including 
the Consumer Contracts Regulations 2013, Consumer Rights Act 2015, and relevant EU directives.