Randox PCR Tests - are they really non refundable - the Consumer Rights Act suggests otherwise !

nigelthepelican

Hi - Booked 2 pcr tests from Randox (£86) but they arrived late and so we had to book 2 drive through tests (from Randox ... £120) to make the travel deadline. So we now have 2 pre-departure PCR tests we cant use.

Tried to contact Randox and ask to either (i) use them as a day 2 test instead (they are the same tests) or (ii) return for a refund. They don't respond to calls or emails and their terms say that the tests cannot be returned as they are perishable (they expire in 2022) and they are personalised and for all of these reasons they are exempt from the Consumer Contracts Regulations...... sounds like nonsense to me !

mar7t1n

Same issue screen-4 - ordered 2x tests for travel at xmas. Ended up not using as restrictions introduced about an hour before we were going to do the test. I asked if can now be used as a Day2 - told no, need to re-order as Day 2 test have a special order number which can be verified on your passenger locator form and required to complete said form. A responsible company would say yes that's fine I can swap that over for you. These companies are putting pressure on the government to keep tests in place as it's a jolly good scam for them all.

Sandtree

Would you want customer returned medical devices/medicines/medical tests?

There are various carve outs from consumer rights and whilst I've not checked I'm fairly sure medical items are in the list

mar7t1n

The Distance Selling Regulations say that goods must be delivered within the time frame you agree with the seller. I think you have every right to reject it and ask for a refund. What Randox does with the test kit is up to them. The product is as equivalent to faulty if delivered after you travel. We pay highly for guaranteed delivery to cover these eventualities. They could roll it onto another booking or let you hand it on to another family member to use - but they won't!

p3ncilsharpener

mar7t1n said:

The Distance Selling Regulations say that goods must be delivered within the time frame you agree with the seller. I think you have every right to reject it and ask for a refund. What Randox does with the test kit is up to them. The product is as equivalent to faulty if delivered after you travel. We pay highly for guaranteed delivery to cover these eventualities. They could roll it onto another booking or let you hand it on to another family member to use - but they won't!

Any time frames alluded to above are approximate only and subject to change. Time is not of the essence in this contract and Randox do not accept any responsibility or liability for losses arising as a result of any delay

and

4.3.1. The test kits are not suitable for return due to health protection or hygiene reasons, as per Article 28(3)(a) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“2013 Regs”)

Which is perfectly reasonable.

ScoobyZ

Hi did you manage to return your kits?

I have just had two delivered and just seen turkey have removed the need for testing.

mattyprice4004

ScoobyZ said:

Hi did you manage to return your kits?

I have just had two delivered and just seen turkey have removed the need for testing.

You won’t be able to return them - this has been done to death on these boards lately. 

They’re one of the exemptions in the CCRs so you’re unable to return

ScoobyZ

mattyprice4004 said:

ScoobyZ said:

Hi did you manage to return your kits?

I have just had two delivered and just seen turkey have removed the need for testing.

You won’t be able to return them - this has been done to death on these boards lately. 

They’re one of the exemptions in the CCRs so you’re unable to return

I got the feeling that would be the case. As they are PCR I have asked if I can have a number so they can be used as PCR day 2. Got told no on their facebook but suggested to email their 'customer service'. There will be hundreds int the same boat I guess.