Shipping policy

It’s important to start by clarifying to customers that your order processing times are separate from the shipping times they see at checkout. 

Orders placed before 3pm are processed the same business day (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.

Orders placed after 3pm Monday to Friday are processed the next business day (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.

Orders placed before 11:30am on Saturdays are processed the same day after receiving your order confirmation email. You will receive another notification when your order has shipped.

Orders Placed on Sundays are processed the next business day after receiving your order confirmation email. You will receive another notification when your order has shipped.

The above is a guide only, during busy periods placed orders may be subject to a delay of between 3 and 12 hours.

thechemistlive  holds no responsibility for orders delayed as a result of postal services outside of our control and does not hold any responsibility for delays by third-party service providers used by thechemistlive such as but not limited to: Royal Mail Group, DHL, etc

Domestic Shipping Rates and Estimates

thechemistlive offers free shipping on all products purchased in relation to Covid Testing only. How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.

If you haven’t received your order within 48 hours of receiving your shipping confirmation email, please contact us at info@chemistlive.co.uk  with your name and booking reference number, and we will investigate it for you.

Your shipping confirmation also has a link which allows you to track your

Refunds, returns, and exchanges

A no refund and returns policy is in place for Covid testing kits. Once a unique booking reference number has been issued by us and sent to you, we cannot provide a refund.

Testing kits are not suitable for return in line with Article 28(3)(a) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“2013 Regs”)

It is your responsibility in ensuring that your information is submitted correctly we will not under any circumstances process refunds as a result of incorrect information or missing kit registration.

We are not liable for any delays outside of our control such as delayed postage or delays from the laboratory. In addition, we are nor liable for any tests that have been damaged or lost in the post. A replacement can be issued in certain cases.

Depending on the shelf life of the subject kit, the test kits are liable to deteriorate or expire rapidly and therefore they are exempt from returns under Article 28(1)(c) of the 2013 Regs

LABORATORY RESULTS

We will use our best endeavours to ensure that all results are sent back from our laboratories on the same day the sample arrives. Although there are times the service may be delayed due to circumstances beyond our control and therefore, we are unable to guarantee specific turnaround times. Any delays that are due to courier delivery service that are beyond our control, we kindly ask you to refer to the refund and replacement policy.

If your order arrives damaged in any way, please email us as soon as possible at info@chemistlive.co.uk with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

If you have any further questions, please don’t hesitate to contact us at info@chemistlive.co.uk