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Shipping policy

SHIPPING POLICY

Last updated: 9 November 2026

1. ABOUT THIS POLICY

This policy explains how we deliver home test kits and how you return your sample to the laboratory.

It forms part of our Terms of Service. AIS Health Check is a trading name of AIS Health Ltd.

Nothing in this policy affects your statutory consumer rights.

2. CLINIC TESTS

Clinic tests don't involve any delivery. After you order, our partner laboratory, Randox Health, emails you a link to book your appointment. Your sample is collected at the clinic and sent to the laboratory for you.

3. DELIVERY CHARGES

There is no added delivery charge. The price you see includes delivery of your home test kit and a prepaid envelope to return your sample.

4. WHERE WE DELIVER

We deliver home test kits to addresses in the United Kingdom. If you live outside the UK, please contact us before ordering.

5. WHEN YOUR KIT IS SENT

We process orders during office hours, Monday to Friday, 9am to 5pm. Orders placed in the evening, at weekends or on bank holidays are processed on the next working day.

Your kit is posted to the delivery address you give at checkout. Please check your address carefully, because we can't be responsible for kits sent to an incorrect address that you provided.

6. WHEN YOUR KIT ARRIVES

Check your kit as soon as it arrives. Make sure nothing is missing or damaged, and check the expiry date.

If anything is missing or damaged, don't use the kit. Email us with your order number and a photo, and we'll send the missing parts or a replacement at no cost.

7. RETURNING YOUR SAMPLE

  • Use the prepaid return envelope included in your kit.
  • Post your sample on the same day you collect it.
  • Avoid posting on a Friday or the day before a bank holiday, so your sample doesn't wait in the post over the weekend.
  • Package your sample exactly as the kit instructions explain.
  • Keep any proof of postage or tracking information.

Your results time starts when the laboratory receives a suitable sample, not when you post it.

8. DELAYED OR LOST KITS AND SAMPLES

If your kit hasn't arrived when expected, or you think your returned sample has been delayed or lost, please contact us. We'll look into it with the postal service or laboratory.

If a kit or sample is confirmed lost, we'll offer a replacement kit or another suitable remedy, as explained in our Sample Processing & Repeat Testing Policy. We won't charge you for losses that are our fault.

9. CANCELLATIONS AND RETURNS

You can cancel for a full refund before your kit is posted. After that, we may deduct reasonable kit and delivery costs. Opened or used kits can't be returned for hygiene reasons. Please contact us before sending anything back. Full details are in our Refund Policy.

10. CONTACT US

AIS Health Check
A trading name of AIS Health Ltd

4th Floor, Silverstream House
45 Fitzroy Street
Fitzrovia
London
W1T 6EB

Email: info@aishealthcheck.co.uk

Telephone: 0207 871 3015 (Monday to Friday, 9am to 5pm)

Company number: 09835294