Shipping

1. How shipping works

All orders are dispatched from our UK fulfilment centre. We currently deliver throughout the United Kingdom only.

  • Orders placed before noon (Monday to Friday) are usually shipped the same day.
  • Orders placed later in the day or on weekends and bank holidays are processed the next working day.
  • During peak periods or unexpected courier delays, delivery may take slightly longer than usual.

Once your parcel has been shipped, we’ll email you a tracking link so you can follow its journey. Every package is sent in plain, discreet packaging for your privacy.

2. Shipping time and cost

We offer a single, fast delivery service to keep things simple:

Express UK shipping – £3.75

Express UK shipping is free for orders over £20.00. 

Orders are typically delivered the next working day after dispatch.

If the courier cannot deliver your parcel after several attempts, it will be returned to our warehouse, and we’ll contact you to arrange a re-delivery or refund the item minus postage costs.

3. If something goes wrong

Although it's rare, things can occasionally go wrong in transit.

If your parcel hasn't arrived within the expected timeframe, please let us know so we can investigate with the courier.

If your package arrives damaged, contact us within 72 hours of receipt. We'll replace it or issue a refund as soon as possible.

For help with any shipping issue, email contact@rezure.co.uk and include your order number.

Returns and refunds

Because our products are medical devices, we must comply with strict safety and hygiene regulations. That means we can only accept returns under certain conditions and circumstances.

1. When returns are accepted

You can request a return within 30 days of receiving your order, provided that:

  • The product is unused and unopened
  • The packaging and seals are fully intact

You have proof of purchase, such as your order confirmation

2. Products we cannot accept back

For safety and regulatory reasons, we cannot refund or replace:

  1. Any test that has been opened or used
    Products marked as non-returnable or final sale on the product page
  2. Items without original packaging
  3. Custom-labelled or bespoke orders

3. How to return an order

To return an item, please follow the steps below:

  1. Contact us first: email contact@rezure.co.uk with your order number and the reason for your return. If your item is damaged or defective, please include a clear photo.
  2. Prepare your parcel: Once we confirm that your return qualifies, repackage the product securely in its original packaging.
  3. Include proof of purchase: Add a note inside the parcel with your full name, order number, and proof of purchase (for example, your confirmation email or receipt)

Send your return to:
Rezure Limited
Serendipity Labs
7 Exchange Quay
Salford
M5 3EP

We recommend using a tracked delivery service, as we can’t take responsibility for items lost in transit. Unless the item is faulty or damaged, the customer is responsible for return postage costs.

4. Refunds and replacements

As soon as your parcel reaches us, we’ll inspect it and email you to confirm next steps.

  1. Approved refunds are processed to your original payment method within 7–10 working days.
  2. Original delivery charges are not refundable.
  3. If your test was damaged or faulty, we’ll replace it or issue a full refund, including postage.

5. Address errors

Please double-check your delivery details before checkout. If you notice a mistake immediately after ordering, email us straight away. Once a parcel has been dispatched, we can’t change the address, and postage costs are non-refundable if it’s returned.

Updates to this policy

This policy may change from time to time to reflect updates to our processes or courier services. The most recent version will always appear on our website and applies to all new purchases.