Important Delivery Update - April 2020

Due to the increased numbers of online orders and the measures we have put in place to keep our colleagues safe, orders of the COVID-19 PCR Home Test Kit may currently take up to two weeks to be delivered. We hope you will understand, and we will endeavour to get your order to you as soon as possible. Please read on below for more specific information about your delivery. For an alternative query, head to our FAQs.

We’re working closely with DPD, Hermes and Royal Mail to ensure contact-free deliveries are carried out so that we can provide a safe and reliable service to you. Some of the measures currently being taken include:

  • Hand-held devices for signature on delivery will not be handed over on delivery – instead, the name of the person accepting the item will be logged.
  • For parcels delivered by Royal Mail that won’t fit through letterboxes, the item will be placed at the door. Having knocked on the door, the delivery person will then step aside to a safe distance whilst the item is retrieved. This will ensure that items are delivered securely. If you are unable to come to the door then will be issued with a card, advising you of other ways you can arrange to get your item. 

REFUNDS

We aim to get your money back to you as soon as you’ve returned your order, and if you return your entire online order from within the European Union, we’ll refund the delivery charge too. Unfortunately, we are unable to refund items lost or damaged in transit.

Debit or credit card payment

Our refund will be issued to your original payment card within five days of us receiving the returned item(s). However, some payment providers can take up to 14 days to credit your account. When the return is processed, we'll send you an email confirming your refund.

Gift card or eVoucher payment 

Gift card or eVoucher payments will either be returned to a gift card (for in-clinic returns) or an eVoucher (for post/courier returns). Unfortunately, we are unable to refund items lost or damaged in transit.

Paypal payment

If you paid by PayPal and return your purchases via post or our courier service, your payment will be refunded to the same Paypal account. If you return your PayPal purchases in clinic, we can only exchange or refund them to a gift card.

International tax, duties, charges and delivery refunds

Unfortunately, for orders shipped outside the European Union, we’re unable to refund any taxes, duties, charges or delivery costs you may have paid when placing your order. You will be refunded the tax-free price of the products returned.

RETURNS

You can return any unwanted items without reason to us within 14 days of receiving your order for a refund or replacement.

Please ensure you download and complete the returns form and include this form in the parcel with the item(s) you want to return. The goods should be sent to Private Harley Street Clinic, 72 Great Titchfield Street, London, W1W 7QW.

If you change your mind about an unused item you’ve bought in the last 14 days, simply return it in its original packaging. We reserve the right to refuse an exchange or refund if goods are not returned in a saleable condition or are damaged.

All returns are evaluated before being processed.

Unless faulty, medicines including testing kits, personalised gifts or cosmetics products which have been opened cannot be refunded or exchanged.

This does not affect your statutory rights.