Refund policy

Overview

Due to the nature of our products and services, TestSmart does not accept returns or exchanges for any test kits or services once an order has been placed.

TestSmart products include medical testing kits and healthcare-related services that are subject to strict safety, hygiene, and regulatory requirements. For this reason, once an order is placed, it generally cannot be cancelled, returned, or refunded except where required by law.

No Returns or Change of Mind

We do not accept returns, exchanges, or change-of-mind refunds for:

  • Any test kits (whether opened or unopened)

  • Any test kits that have been shipped or delivered

  • Any kits where sample collection has commenced

  • Any pathology, laboratory, or clinical services

  • Any digital services, consultations, or processed tests

  • Gift cards or promotional items

Once an order is placed, it cannot be cancelled or returned.

Medical Suitability Review Before Dispatch

All orders are subject to medical review before dispatch.

If a medical practitioner determines that the service is not clinically appropriate for you before your kit is shipped, your order will be cancelled and you will receive a refund.

Once an order has been medically approved and dispatched, the no-returns policy applies.

Damaged, Faulty, or Incorrect Items

If your kit arrives:

  • Damaged

  • Faulty

  • Or incorrect

Please contact us as soon as possible at:

📧 hello@testsmart.com.au

We will assess the issue and, where required under Australian Consumer Law, arrange a replacement or refund.

Sample Rejection and User Error

If a sample is rejected due to:

  • Failure to follow instructions

  • Improper collection

  • Delayed return shipping

  • Or other user error

This does not qualify for a refund. In some cases, we may offer a paid replacement kit at a reduced cost.

Refunds

Refunds are only provided where required by Australian Consumer Law, including where:

  • The item is faulty or defective

  • The item is not as described

  • There is a major failure that cannot be remedied

In these cases, we may offer a replacement or refund, in accordance with the law.

Your Consumer Rights

Nothing in this policy limits or excludes your rights under Australian Consumer Law.