At Epicentre, your safety and hygiene are our top priority — especially when it comes to our home testing kits. Because these kits involve biological samples, strict safety protocols must be followed to protect both you and our lab team.

Due to the nature of our testing kits, we do not accept returns on any box that has been opened, used, or partially used. Once a box leaves our facility, it is classified as a potential biohazard and cannot be safely restocked or reused. This applies even if the kit was never completed or sent back to us.

We will only accept a return under the following circumstances:

> The return is part of the test’s official journey back to our lab.

> For example, if you are mailing your sample back using the prepaid return envelope included in the box.

> There is an issue with the kit components that prevents proper testing.

If you receive a kit with a damaged or faulty swab, urine container, or any other critical sample collection item, please contact us immediately. In such cases, we may issue a replacement or advise you on how to proceed.

If you believe there’s a defect with your home test kit (e.g. broken swab, leaking container, missing instructions), please:

1. Take a photo of the damaged or affected item.

2. Contact us within 48 hours of receiving the kit at info@epicentre.org.za or WhatsApp us at 072 843 7564.

3. Do not attempt to return it until you’ve received further instructions from our team.

Home test kits involve the handling of bodily fluids, which may carry infectious agents. Once opened, even unused components are considered contaminated. This ensures the safety of our staff and prevents any risk of cross-contamination for future clients.

If you have any questions or need help with your kit, our team is here to support you every step of the way. Thank you for choosing Epicentre for your health testing needs.