Shipping and returns

Version

1.0

Last updated

31 August 2026

Owner

Company Director

Paying for your order

Bank transfer is currently our only payment method. We do not accept cards, and we do not store any payment details.

When you place an order you are given our account details and a payment reference in the format TL-0000. Quote that reference on the transfer — it is the only thing linking your payment to your order, and an unreferenced transfer is slow to match.

Your order is held for 5 working days while you make the transfer, and is released if payment has not arrived by then. Nothing is dispatched until funds have cleared. Faster Payments usually arrive within two hours, occasionally the next working day.

Two consequences worth understanding before you pay this way. Bank transfer does not carry the chargeback protection a card payment does, and Section 75 of the Consumer Credit Act — which makes a credit card provider jointly liable for purchases over £100 — does not apply. Your statutory rights against us under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 are unaffected.

Transfers are made directly to our registered business account (Trident Labs Ltd). If you have any questions before sending payment, message us on WhatsApp and our team will be glad to assist.

Delivery

• Standard Tracked Delivery — £10. Arrives in 2–3 working days.
• Express — next working day, where the order is placed and paid before 2pm.

Delivery times run from the day your payment clears, not from the day you place the order. We ship within the United Kingdom only.

Test kit return postage is included. The pre-paid envelope in your kit needs no stamp.

Packaging

Parcels carry no branding, product description or clinical marking on the outside — only an address label. The sample return envelope is equally unmarked.

Your right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel a distance purchase within 14 days of receiving it, without giving a reason. You then have a further 14 days from telling us to return the goods.

Tell us by WhatsApp or by emailing info@tridentlabs.uk. We refund within 14 days of receiving the goods back, including the standard delivery cost you originally paid. Where you chose express delivery, we refund the standard rate rather than the premium. Return postage is at your cost unless the item is faulty.

The sealed-goods exception

Regulation 28(3)(b) removes the right to cancel for sealed goods which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery. This applies to two things we sell:

• Blood test kits whose sterile collection components have been unsealed.
• Supplements whose tamper seal has been broken.

Anything still sealed can be returned within the cancellation period for a full refund. This exception does not affect your rights where an item is faulty, misdescribed or damaged.

Separately, once a sample has been analysed the testing service has been performed and cannot be refunded — the laboratory work is complete.

Faulty or damaged items

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If something arrives damaged, faulty or not as described, contact us within a reasonable period and we will replace it or refund it in full, including postage both ways. This applies regardless of whether an item has been unsealed.

Rejected samples

A sample can occasionally be unanalysable — too small, clotted in transit, or delayed beyond the stability window. Where that happens we send a replacement kit free of charge. There is no limit on this and no fault attaches to you.

If you would rather not try again, tell us and we will refund the order in full instead.

How refunds are paid

Refunds are made by bank transfer to the account the payment came from, using the same means of payment you used, as the Consumer Contracts Regulations require. We will ask you to confirm the account details before sending.

Refunds are issued within 14 days of us receiving returned goods, or within 14 days of you telling us you are cancelling where nothing needs to be returned.