Randox Health not refunding covid tests

hartleycsh

While on holiday we attempted to order day 2 tests, but ordered pre flight tests instead. I noticed my mistake and contacted Randox immediately.
They are refusing to do anything about it. Isn’t that theft? They hide behind their Ts and Cs that no one ever reads and were ultimately made up on the spot, and don’t match their competitors. It wasn’t a good website and I definitely didn’t get reminders before pressing the pay button. We ordered the day 2 tests from Eurofins who I note did have a refund policy. Randox don’t even have a complaints policy! 
Anyone else in the same boat? can we form a group and apply pressure? 

MattMattMattUK

hartleycsh said:

While on holiday we attempted to order day 2 tests, but ordered pre flight tests instead. I noticed my mistake and contacted Randox immediately.
They are refusing to do anything about it. Isn’t that theft? They hide behind their Ts and Cs that no one ever reads and were ultimately made up on the spot, and don’t match their competitors. It wasn’t a good website and I definitely didn’t get reminders before pressing the pay button. We ordered the day 2 tests from Eurofins who I note did have a refund policy. Randox don’t even have a complaints policy! 
Anyone else in the same boat? can we form a group and apply pressure? 

No, it is not theft, it is user error, and you are the user.

Their terms and conditions do not need to match their competitors, they will not have been "made up on the spot", if you do a basic Google search you can see they were published any months ago.

brianposter

However the company do have to comply with the law. I would look at the Consumer Contracts regulations.

silvercar

Do the pre-flights come with a code? If so they would work as a day 2 test. The code would be 5 letters followed by 7 numbers.

onashoestring

When you click to purchase a pre departure test from randox a box comes up that says 

“ Common Errors to Avoid

This test cannot be used for day 2

Please review common errors before buying”

As you can’t buy until you read this box - they have made it quite clear. 

Providers of Day 2 tests have to collect and report a lot of information to PHE ( journey details, passport number etc ) this service is not required for pre- flight tests . They also have to be able to provide genome sequencing for Day 2 tests - which is not a requirement for pre- flight tests . 

So the 2 types of tests are not automatically interchangeable.