Randox - Refunds

Maz1963

Has anyone actually managed to achieve a refund from Randox?  I cancelled some tests over a month ago and no one replies to emails or answers phone.  It's not a massive amount, but they sent terms and conditions with confirmation, which I followed exactly. They are either very disorganised or are intentionally ignoring. Not great. The company I dealt with for the other tests I ordered (Prenetics) were very helpful and refunded very quickly. What can you do if they break their own Ts and Cs, but don't reply?!

eskbanker

Maz1963 said:

What can you do if they break their own Ts and Cs, but don't reply?!

If you paid by credit or debit card you could initiate a chargeback....

[Deleted User]

Chargeback is the best option, otherwise you will find that refunds are extremely slow to come.

jbunduli22

I got a refund very quickly from them when I jumped the gun and ordered PCRs for our return ( we were still able to use Lateral Flow tests) in November 

Maz1963

Update - they've refunded me!  I eventually managed to get through to them by phone (after listening to a VERY long recorded message) and they told me there's a long wait for refunds. Shortly after, got an email confirming they will refund fully. I was surprised as they had already sent me the test kit, so I was expecting only a part refund for non supply of testing service and result. A good result in the end.

colingordon

I cancelled a PCR test in accordance with their T & Cs on 5th December 21 and have yet to have any form of response let alone a refund. I cancelled before the test was dispatched but they sent in anyway. I later completed an on-line form 10th January 22 and have had no reply from that either. 

colingordon

I requested my refund on 2nd December 2021 and have never heard a thing, aside from the automated reply that my message had been received. I find it extremely poor behaviour and certainly wouldn't trust them with any healthcare if they can't get the simple things right. I conclude they have no intention of issuing a refund.