SureTestKit Return & Refund Policy – HIV & STD Test Kits
Because HIV and STD test kits are personal health items, returns are only accepted in these two situations:
- You received a physically damaged or factory-defective product.
- You received an incorrect product different from the item you ordered.
Any issue must be reported within 3 calendar days of delivery. Contact us via WhatsApp (+91‑7505672539) or email support@suretestkit.com and attach clear photos or videos of the defect or wrong item.
⏱️ We review your evidence within 4 hours.
If your request does not fall under the two valid reasons above, no further action will be taken – the return will not be accepted.
If we verify your request as valid, you may choose between a free replacement or a full refund. There is no cost to you – we cover all pickup and shipping charges.
- Replacement: A free identical product will be handed to you at the time of pickup, within 24–48 hours of approval.
- Refund: We pick up the product within 24–48 hours. For Cash on Delivery orders, you receive the refund in cash at the moment of pickup. For prepaid orders (credit/debit card, online banking), the refund is processed after pickup and typically appears in your account within 7–10 business days.
✅ We Accept Returns When
- The test cassette, swab, lancet, or any component is physically broken or crushed.
- A manufacturing defect is present (missing parts, seal already broken upon arrival).
- The package contents do not match your order (wrong test kit or panel).
❌ We Do NOT Accept Returns For
- Change of mind or ordering the wrong kit by mistake.
- Items where you broke the security seal after delivery (unless it was already damaged before opening).
- Any kit that has been used or that you attempted to use.
- Requests made more than 3 calendar days after the delivery date.
- Any issue that is not physical damage, manufacturing defect, or receiving an incorrect product.
The 3‑Day Window: How It’s Calculated
The clock starts the moment your tracking shows “Delivered”. Weekends (Friday–Saturday) count. You only need to contact us within 3 days – attach photos/videos, and we will review within 4 hours. The actual pickup can follow later.
- Delivered Monday → notify us by Thursday.
- Delivered Thursday → notify us by Sunday.
- All times are UAE local time.
Return Process – Step by Step
Contact Support
WhatsApp +91‑7505672539 or email support@suretestkit.com with your order number and clear photos/videos of the defect or wrong item.
Get Approval (within 4 hours)
We review your evidence within 4 hours. If valid, you choose free replacement or full refund. If the issue isn’t covered, we’ll explain why – no return will be arranged.
Free Pickup Scheduled
We arrange a free pickup at your address within 24–48 hours. You don’t need to ship anything yourself.
Instant Resolution at Pickup
When our courier arrives to collect the item, we verify it on the spot. For replacements, you receive the new sealed product right then. For COD refunds, we hand you the cash amount immediately.
Prepaid Refund Processing
If you paid online (card/bank), the refund is initiated after the successful pickup. It takes 7–10 business days to appear on your original payment method.
Replacement Policy
- Free identical product handed over at the time of pickup.
- Brand new, factory-sealed kit with the same warranty.
- No waiting for separate shipping – the replacement arrives with the pickup courier.
- Available only after our 4‑hour verification confirms a valid defect/error.
Refund Policy
- Full product price refund – no deductions, no restocking or hidden fees.
- Cash on Delivery: Refund given in cash at the time of pickup.
- Prepaid orders: Money returns to original payment method within 7–10 business days after pickup.
- All refunds are processed at zero cost to you.
Non‑Returnable Items (Unless Defective or Incorrect)
The following cannot be returned, unless they fall under our two valid reasons (physically damaged/defective on arrival, or we sent the wrong item):
- Test kits that have been opened or unsealed by you after delivery.
- Products showing any sign of use or attempted use.
- Kits ordered incorrectly by the customer (wrong panel chosen).
- Any return request made more than 3 calendar days after delivery.
Frequently Asked Questions
What qualifies as a defective HIV test kit?
A kit is considered defective only if it arrives with physical breakage, missing components, or a broken seal before you open it. An unexpected test result is not a defect and cannot be returned.
Can I return a test kit if I ordered the wrong STD panel?
No. For health and hygiene reasons, we cannot accept returns if you accidentally chose the wrong test. Please review your order carefully or contact our support team before placing it.
Do I have to pay for return shipping on a defective product?
No. Once your return request is approved (within 4 hours), SureTestKit arranges a free pickup at your address. You will never be charged any return, replacement, or restocking fees.
How quickly will I receive a replacement test kit?
After we approve your request (within 4 hours), a free replacement kit is handed to you at the same time our courier collects the defective item. This pickup and handover happen within 24–48 hours of approval – no separate delivery wait.
Can I get a refund instead of a replacement?
Yes. Once the defect or incorrect item is verified, you may choose a full refund. If you paid by Cash on Delivery, the refund is given in cash at the moment of pickup. For prepaid orders (card/bank), the money is refunded to your original payment method within 7–10 business days after the pickup is completed.
What if I receive the wrong test kit?
If you receive an incorrect product, contact SureTestKit within 3 days of delivery. After verification, we will arrange a free pickup and provide either a replacement or a full refund.
Need to Start a Return? Contact Us Now
We review your case within 4 hours – fast and free.
⏱️
Support Hours
24/7 Return Requests
Approval within 4 hours
This return policy is effective for all UAE orders – Dubai, Abu Dhabi, Sharjah, Ajman, Fujairah, Ras Al Khaimah, Al Ain, and everywhere else.
Back to SureTestKit Home