Strict Return Policy Notice
Due to the sensitive nature of STD/HIV testing products and hygiene considerations, we have a very limited return policy.
Returns are only accepted for broken or defective products within 3 days of delivery. All returns are subject to inspection and approval by our quality team.
Policy At a Glance
Accepted Returns
- Broken test kit components
- Defective testing equipment
- Manufacturing defects
- Damaged during shipping
Non-Returnable
- Change of mind
- Incorrect ordering
- Opened/unsealed products
- Used or attempted to use
Time Limits
- 3 days from delivery date
- No exceptions to timeframe
- Weekends included in count
- Contact must be made within window
Return Eligibility Checker
Use this guide to determine if your product qualifies for return:
Product Condition
Is the product broken or defective?
✓ YES - May Qualify
Time Since Delivery
Is it within 3 days of delivery?
✓ YES - May Qualify
Product Sealed
Is the product unopened and sealed?
✗ NO - Does Not Qualify
Usage Attempt
Was there any attempt to use the product?
✗ NO - Does Not Qualify
Important Note
All four conditions must be met for a return to be eligible. If any single condition is not met, the return will not be accepted.
Return Process Timeline
If your product qualifies, follow this process:
Contact Support
Immediately contact us via WhatsApp or email with your order number and photos/videos of the defect.
WhatsApp: +91-7505672539
Email: support@suretestkit.com
Approval & Instructions
Our team reviews your case and provides return instructions if approved. Do not return without approval.
Product Inspection
Our quality team inspects the returned product to verify the defect. This is a mandatory step.
Resolution
If approved: Refund processed (minus return charges) or replacement shipped. If rejected: Product returned to you at your cost.
Strictly Non-Returnable
Due to health, safety, and hygiene regulations, the following are absolutely non-returnable:
Opened/Unsealed Products
Any product with broken seals or opened packaging cannot be returned for any reason.
Used or Attempted Use
Products that have been used or any attempt made to use them are non-returnable.
Change of Mind
We do not accept returns for change of mind, incorrect ordering, or similar reasons.
Beyond 3 Days
Products reported after 3 days from delivery date are not eligible for any returns.
Return Charges & Fees
All approved returns are subject to the following charges:
| Charge Type | Amount | Applicability | Notes |
|---|---|---|---|
| Return Shipping Fee | 30 AED | All returns | Deducted from refund amount |
| Inspection Fee | 50 AED | If product found non-defective | Non-refundable if claim rejected |
| Restocking Fee | 20% of product value | If packaging damaged | Maximum 100 AED |
| Re-shipping Fee | Standard shipping rate | For replacements only | Same as original shipping |
Important Charge Notice
The return shipping fee (30 AED) applies to ALL approved returns, even for defective products. This covers the cost of our team collecting the product and quality inspection.
Replacement Policy
Limited Replacements Only
Replacements are only provided under these strict conditions:
- Product is confirmed defective by our quality team
- Return request made within 3 days of delivery
- Original product returned to us in acceptable condition
- Customer pays re-shipping charges for the replacement
We do not offer advance replacements. The defective product must be returned and inspected first.
Refund Policy
Refund Process
If you choose a refund instead of replacement:
- Refund amount = Product price - Return shipping fee (30 AED)
- Additional charges may apply (see charges table above)
- Refunds processed within 7-10 business days after approval
- Refunds issued to original payment method only
- Bank processing times may add additional 3-5 business days
Refund Timeline: 10-15 business days total from return approval to funds in your account.
Frequently Asked Questions
A product is considered defective if:
- Components are physically broken or damaged
- Manufacturing defects are visible
- Seals are broken upon arrival (must report immediately)
- Missing components from the kit
Note: "Not working as expected" after use does not qualify as defective. Test results are not grounds for return.
The 3-day window starts from the day of delivery confirmation. For example:
- Delivered Monday: Must contact by Thursday EOD
- Delivered Thursday: Must contact by Sunday EOD
- Weekends (Friday-Saturday) count in the 3 days
- Time is calculated in UAE local time
Important: Contact must be initiated within 3 days. The actual return can be completed after if process has started.
When contacting us, provide:
- Clear photos of the defect from multiple angles
- Video showing the defect (if applicable)
- Photos of unopened package showing delivery date
- Order number and delivery confirmation
- Your contact information
Without proper documentation, returns will not be approved.
No. We do not accept returns for incorrect ordering. Please ensure you select the correct test kit before purchasing. All sales are final for change of mind or incorrect selection.
We recommend:
- Reviewing product descriptions carefully
- Contacting our support before ordering if unsure
- Consulting with a healthcare professional if needed
Initiate a Return Request
To request a return, contact our support team immediately upon discovering an issue.
Support Hours
Returns Department
24*7Before Contacting Us
Have your order number and evidence ready. Returns cannot be processed without proper documentation.
Legal & Regulatory Notice
Due to UAE health regulations and the sensitive nature of medical testing products, our return policy is strictly limited. By purchasing from Sure Test Kit, you acknowledge and agree to these terms. This policy complies with UAE Consumer Protection Regulations for medical products.
Policy last updated: October 26, 2023