Orders and help

Returns and refunds

You can return an unused test within 90 days and get your money back. If a test gives no valid result, we replace it or refund it, and you send nothing back.

How to return a test Find your situation

In short

Return period: 90 days from your purchase
Condition: Unused, in the original packaging
First step: Write to help@patris-health.com
Return cost: Free, we organise the return
Refund: Within 5 days after our review
No valid result: Replacement or refund

Your situation

Which situation is yours?

Four situations, each with a clear answer. In every case the first step is the same: write to us with your order number.

Return

I no longer need the test

You can return it within 90 days of your purchase. The test must be unused, in the same condition as you received it and in its original packaging. You get your money back.

What to do: write to us first. We organise the return, free of charge for you, and send you the instructions.

The Patris Health promise

The test gave no valid result

We replace the test or refund the purchase price. This applies whenever the test was performed as the instructions describe. You keep the test and send nothing back.

What to do: write to us and describe what happened.

Damaged

My order arrived damaged

We send you a new item.

What to do: send us a photograph of the damage with your order number.

Wrong item

I received the wrong item

We arrange the exchange, so that you receive the test you ordered.

What to do: write to us with your order number and tell us what you received.

Step by step

How to return a test

A return takes four steps and is free of charge. Please write to us before you send anything, so that your parcel can be matched to your order.

1
Write to us
Send an e-mail to help@patris-health.com with your order number and the test you want to return.
2
We organise the return
We reply with the return instructions and organise the return for you, free of charge. Our team replies within 12 hours, usually sooner.
3
Send the test back
Send the unused test in its original packaging, as described in the instructions you received.
4
Get your refund
When your return arrives and has been checked, we confirm it by e-mail and refund the amount to the payment method you used.

Can be returned

A test that is unused
In its original packaging, in the same condition as you received it
Within 90 days of your purchase

Cannot be returned

A test that has been opened or used
A test bought more than 90 days ago

An opened test cannot be passed on to another customer, which is why it cannot be returned. If an opened test gave no valid result, the Patris Health promise below applies.

The Patris Health promise

No valid result? You do not pay for it.

If a test gives no valid result, write to us and we replace the test or refund the purchase price. The promise applies whenever the test was performed as the instructions describe. You keep the test and send nothing back.

Before you repeat a test, read the short tips on how to avoid an invalid result.

How the tests work

Refunds

How and when you get your money back

Confirmation by e-mailWhen your return arrives and has been checked, we write to you and tell you whether the refund is approved.

Within 5 daysThe refund is made within 5 days after we have reviewed and clarified your case.

What is refundedThe price of the returned test, to the card or payment method you used for the order.

If it does not appearYour bank or card provider can need some days to show a refund. If it is still missing, write to us with your order number.

Delivery charge: if you tell us within 14 days of receiving your order that you are returning it, we also refund the delivery charge; for express delivery, the amount of our least expensive delivery option. After 14 days, the delivery charge is not refunded.

Questions

Questions about returns

Can I return a test I have opened?

No. A return must be unused. If an opened test gave no valid result, the Patris Health promise applies: we replace it or refund it, and you send nothing back.

Where do I send a return?

Write to us first. We organise the return, free of charge for you, and send you the instructions, so that your parcel can be matched to your order.

Can I exchange a test for a different one?

We replace a test only when it is damaged or defective. If you would like a different test, return the unused one within 90 days for a refund and place a new order, or write to us and tell us which test you would like.

Can I cancel my order before it is sent?

Yes, as long as it has not been dispatched. Write to us with your order number. After dispatch, the 90-day return applies.

All questions and answers

Start a return or ask a question

Write to us with your order number and our team replies within 12 hours, usually sooner.

help@patris-health.com
+386 30 347 400 (English)

Under EU consumer law you can withdraw from your purchase within 14 days of receiving it. Our 90-day return goes beyond this, and your statutory rights are not affected.Last reviewed 6 October 2026