Shipping

1. Shipping overview

All orders are dispatched via Royal Mail from our UK fulfilment centre. We currently deliver within the United Kingdom only.

  • Orders placed by 2 pm, Monday to Friday, are shipped the same day.
  • Orders placed after 2 pm, or on weekends and bank holidays, are shipped on the next working day.
  • We’re ship with Royal Mail using Tracked 24 for next day delivery.

Once your parcel has been shipped, we’ll email you a tracking link so you can follow its progress.

Every order is sent in plain, discreet packaging to protect your privacy.

2. Shipping time and cost

We keep delivery simple with two fast UK shipping options:

  1. £3.75 Royal Mail Tracked 24 for order under £20.00
  2. Free Royal Mail Tracked 24 for orders over £20.00

Orders are usually delivered the next working day after dispatch, although this is not guaranteed.

If Royal Mail is unable to deliver your parcel and it is returned to us, we’ll contact you to arrange a re-delivery or a refund minus the original postage cost.

3. If something goes wrong

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

If your parcel hasn't arrived on time, please let us know so we can investigate.

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.

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
  2. Products marked as non-returnable or final sale on the product page
  3. Items without original packaging
  4. Custom-labelled or bespoke orders

3. How to return an order

To return an item, please follow the steps below:

  1. Email contact@rezure.co.uk: send your order number and the reason for your return. If your item is damaged or defective, include a clear photo.
  2. Prepare your parcel: Once we confirm your return, repackage the product securely in its original packaging.
  3. Add a note inside the parcel: include your full name, order number, and proof of purchase.

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 3–10 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.