We will notify you by email and send you a new kit free of charge, including shipping and analysis. If the second sample is also unsuitable, you can choose a third sample collection free of charge or cancel the service. If you cancel, we will refund the analysis portion of the payment, which we will itemise for you, within 14 calendar days of your decision.
You have three months from our notification to choose, and we will remind you before the deadline. A repeat test is only chargeable if the failure is demonstrably due to not following the instructions: for example, an expired or unregistered kit, incorrect labelling or shipping, or insufficient sample material. In that case, we will tell you the cost before you confirm. For full details, see our updates and repeat sampling policy.