You have the right to cancel your order within 14 days after receiving it, without giving any reason, unless a statutory exception to the right of withdrawal applies.
This Returns Policy explains how the right of withdrawal works, which products may be excluded from return and what to do if a product is faulty, damaged or a test appears to be invalid.
Last updated: 9 September 2026
You have the right to cancel your order within 14 days after receiving it, without giving any reason, unless a statutory exception applies.
If you exercise your right of withdrawal, you have another 14 days after notifying us of your cancellation to return the product.
To exercise your right of withdrawal, you must clearly inform us that you wish to cancel your purchase. You can contact us at info@hivtest.eu.
Where an online cancellation or withdrawal function is available on HIVTest.EU, you may also use that function to notify us of your decision to withdraw.
Certain sealed products may be excluded from the statutory right of withdrawal where they are not suitable for return for genuine health-protection or hygiene reasons and the relevant seal has been broken after delivery.
Where this statutory exception applies, the product cannot be returned under the normal right of withdrawal once the relevant seal has been broken.
Simply opening the outer shipping packaging does not by itself remove your statutory right of withdrawal.
This exception does not affect your statutory rights if a product is faulty, damaged, defective or otherwise does not conform to the purchase contract.
If you exercise your right of withdrawal, please return the product with all accessories supplied and, where reasonably possible, in its original condition and packaging.
You are responsible for the direct cost of returning the product when exercising the normal right of withdrawal, unless the product is faulty or we have agreed otherwise.
The exact return cost depends on the carrier, destination and shipping method you choose.
Please package returned products carefully to prevent damage during transport.
Where the statutory right of withdrawal applies, we will refund the payments that we are legally required to refund, including the cost of our least expensive standard delivery option where applicable.
Additional delivery costs resulting from your choice of a delivery method that is more expensive than our standard delivery option do not have to be refunded where permitted by law.
We will process the refund without undue delay and no later than 14 days after you have informed us that you are exercising your right of withdrawal.
We may withhold reimbursement until we have received the returned goods or until you have provided evidence that you have sent the goods back, whichever occurs first.
Unless otherwise agreed, the refund will normally be made using the same payment method that was used for the original transaction.
All products sold through HIVTest.EU are subject to your applicable statutory consumer rights. A product should function as you may reasonably expect and correspond with the information provided at the time of purchase.
If a product is damaged or faulty, or if a test does not function correctly or produces an invalid result according to the official Instructions for Use (IFU), please contact us at info@hivtest.eu.
To help us assess a faulty, damaged or invalid test, we may ask you to provide:
A photograph may help us assess whether a test appears to be defective or invalid, but it cannot be used by HIVTest.EU to determine your HIV status or to confirm whether a test result is medically correct.
If a product is defective or does not conform to the purchase contract, we will provide the remedy to which you are entitled under applicable consumer law. Depending on the circumstances, this may include replacement or reimbursement.
A reactive HIV self-test result should not be treated as a confirmed HIV diagnosis.
Please follow the Instructions for Use supplied with the specific test and arrange appropriate confirmatory testing through a healthcare professional or recognised testing service.
A non-reactive result should always be interpreted in relation to the specific test used, its applicable window period and the timing of the possible exposure.
If you have concerns about your result, please follow the Instructions for Use supplied with the test and seek appropriate medical or testing advice where necessary.
We aim to respond to return, refund and complaint requests within 5 working days.
More complex cases may occasionally require additional time, for example where information from a manufacturer, carrier or payment provider is required. Where appropriate, we will keep you informed about the progress of your request.
If you have questions about a return, refund, complaint or faulty product, please contact:
International Web & Distribution Services (IWDS)
Keizersgracht 520H
1017 EK Amsterdam
The Netherlands
Chamber of Commerce: 86873717
VAT identification number: NL004327802B11
Telephone: +31 6 24230891
Email: info@hivtest.eu
