If you’ve received a kit but no longer want to do your test, or you forgot to cancel your subscription before a new kit was sent out, we'd be happy to refund you.
If you haven't yet returned a sample to us
We’re happy to accept refund requests up to two months after the initial transaction. We’ll reimburse you using the same means of payment that you used for the original transaction.
We can refund you for the test, minus the £15 cost of the kit.
We deduct the cost of the test kit because it's classed as medical equipment that has been tailored to your order, and it can't be returned to us or reused.
Please email hello@thriva.co from the email address linked with your Thriva account to request a refund.
If you've already sent your sample back to us
Once your sample reaches the lab, we can't offer a refund as the cost of running the test has already been incurred. You'll get your results in your Thriva account once they're processed, usually within two working days of the lab receiving the sample.
If something has gone wrong with the sample and your results can't be processed, we'll be in touch with you for the next steps.
What we'll need from you
To speed things up, please contact us at hello@thriva.co using the email address that's linked to your Thriva account.
You can find our refund policy here.
For our full Customer Returns Policy, see Clause 8 of our Testing Services Terms of Sale in our Terms and Conditions
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