Returns and refunds
We want you to have a great experience when using our services but we understand that sometimes you might need to review or cancel an order.
To cancel an order, please follow the instructions below.
You can cancel an STI test kit order at any time before your kit is dispatched. You will receive a text message from Fettle confirming dispatch.
If your test kit has been dispatched and you wish to cancel your order, you must return the test to us in its original and unopened packaging within 14 days. Please write ‘RETURN TO SENDER’ on the outside of the unopened package and place it in any postbox. Text or email us to let us know when you have done this, so we can process your refund. We'll refund you within 5-7 days of receiving the returned test kit.
We'll refund you using the same payment method you used to pay for your test kit.
If you've used your test kit or returned your samples to our lab, we are not able to refund it.
If you have ordered the wrong test kit, contact us to cancel your order before placing a new order.
You can cancel a contraception or treatment order at any time before it's dispatched. You'll get a text message from Fettle confirming it's been dispatched.
We'll refund you using the same payment method you used to pay for your product.
Unfortunately, we do not accept returns for prescription medicines, unless they are damaged.
On accepting your order, we reserve the right to notify you at any time before delivery that the product is no longer available.