1. Aim of the policy
This policy outlines the refund rules for purchases made in Certific’s online store.
This policy applies to purchases of virtual and physical products made in Certific’s online store.
3. General terms
3.1 Cancellation of your purchase before access code or test kit are receivedYou can request to cancel your purchase prior to receiving your test kit or before receiving
the access code (Token) to start the test taking in Certific application.
If we made an error or accidentally misinformed you about your items and they have not yet
been prepared and packed prior to dispatch, determined by us, we will refund you in full.
If you purchased the test kit in error and wish to cancel before it has been packed, we will
refund you the full amount less any fees we are charged by the shopping system (eg
Shopify) and payment providers (eg Stripe, PayPal) for the transaction. Typically, this is 3%
of your purchase depending on the credit card provider's charges.
3.2 Cancellation after test kit dispatch for shipping or collection
If the test kit has been dispatched for shipping or collection and you have not received the
Token code, we will refund you the cost of the certificate. Please do not return the test kit.
3.3 Damaged items
Please inspect your order upon receipt and contact us immediately if the item is defective,
damaged or if you receive the wrong items, or are missing items, so that we can evaluate
the issue and make it right. Please video or take photographs at the time of opening as
evidence for us to more quickly evaluate your claim.
If the test kit was faulty or we were unable to produce a result for technical reasons that fall
under our responsibility you will be refunded in full.
3.4 Refunds if your items are not delivered to you
You may claim a full refund from us if you do not receive your items on the day guaranteed.
In the United Kingdom the shipping conditions are as follows: Next day delivery with Royal
Mail Tracked 24 for orders placed before 2 PM. No pick up on bank holidays. No delivery on
Sundays or bank holidays.
Certific may use other service providers to deliver your goods, it will be notified via
Certific online store.
3.5 Liability on results and responsibility
We cannot accept any liability or responsibility for losses or damages you experience
relating to a test not delivering the result you are expecting, for example you being unable to
take a flight due to a positive or invalid test, or the test not being able to be processed due
to a device or lab failure. We will try to help expedite a repeat test as best we can but we
will only be able to refund you, at most, the full purchase amount, or replace the items that
failed for technical reasons that are our responsibility.
3.6 Refund notification
We will notify you accordingly if the refund request was approved or not. If approved, you’ll
be refunded on your original payment method. Please remember it can take some time for
your bank or credit card company to process and post the refund too.