Frequently Asked Questions
Ordering and payment
How do I place an order?
Select the product or service you wish to purchase, add it to your basket and follow the instructions at checkout. Please check that your contact details and delivery address are correct before submitting your order.
What payment methods do you accept?
The payment methods currently available will be displayed at checkout. Payment must be authorised before an order can be processed.
Will I receive confirmation of my order?
Yes. Once your order has been accepted, you will receive an order confirmation by email. Please check your junk or spam folder if it does not arrive.
If you notice an error in your order confirmation, please contact KYZN as soon as possible.
Shipping and delivery
Where does KYZN deliver?
We currently deliver to addresses within the United Kingdom. Please contact us before ordering if you require delivery outside the UK.
How long will delivery take?
We aim to dispatch orders within 1–2 working days. Standard delivery normally takes 3–5 working days after dispatch.
Delivery estimates are not guaranteed and may be affected by weekends, bank holidays, courier delays, stock availability or circumstances outside our reasonable control.
How much does delivery cost?
Standard UK delivery costs £4.95.
Standard delivery is free on orders over £75.
Any available express or alternative delivery options and their charges will be shown at checkout before payment is made.
Can I track my order?
If tracking is available, you will receive a tracking link or reference when your order is dispatched.
What should I do if my order is delayed?
Please check any tracking information provided. If the expected delivery period has passed, contact us with your name and order number so that we can investigate.
What if my parcel is lost or arrives damaged?
Please contact KYZN promptly and provide your order number, a description of the problem and photographs of any damaged parcel or product where possible.
Do not use a product if its packaging, tamper seal or contents appear damaged, opened or unsafe.
What happens if I provide the wrong delivery address?
Please contact us immediately. We cannot guarantee that an address can be changed after an order has been processed or dispatched.
Additional delivery charges may apply if an order has to be redirected or sent again because an incorrect or incomplete address was supplied.
Cancellations and returns
Can I cancel my order?
If your order has not been dispatched or the service has not begun, please contact us as soon as possible.
For most goods purchased online, consumers usually have 14 days after receiving the goods to notify the retailer that they wish to cancel. They then normally have a further 14 days to return the goods.
Some products and services are excluded from this right, including certain personalised goods, perishable products and sealed goods that are unsuitable for return for health or hygiene reasons once the seal has been broken.
Can I return a product if I change my mind?
Eligible products must be returned unused, unopened, in their original condition and with all seals intact.
Unless the product is faulty, damaged or incorrectly supplied, you may be responsible for the cost of returning it. Please contact KYZN before sending anything back so that we can provide the correct return instructions.
Are any products excluded from returns?
Unless faulty or incorrectly supplied, we may be unable to accept returns of:
- Products with a broken or removed safety, hygiene or tamper seal;
- Products that have been opened or used;
- Perishable products;
- Bespoke or personalised products;
- Digital content after access or downloading has begun with your consent;
- Testing kits after registration, activation, use or sample submission; and
- Services that have already been fully performed with your prior agreement.
This does not affect your statutory rights where goods are faulty, damaged, misdescribed or not fit for purpose.
Can I return a health or testing kit?
An unused and unregistered kit may be eligible for return if it remains sealed and is otherwise covered by our returns policy.
For hygiene, safety and processing reasons, a kit cannot normally be returned after it has been opened, registered, activated or used, or after a sample has been collected or submitted.
How will I receive my refund?
Approved refunds will normally be made to the original payment method. We aim to process refunds within 14 days after the returned item has been received and inspected.
Your bank or payment provider may require additional time to credit the funds to your account.
What if my product is faulty or incorrect?
Please contact KYZN as soon as possible with your order number and details of the issue. Where appropriate, we will arrange a replacement, repair or refund in accordance with your statutory rights.
Medical suitability and exemptions
Are KYZN products suitable for everyone?
Not necessarily. Suitability depends on the product and your individual circumstances.
Always read the product description, ingredients, instructions, warnings and allergen information before purchasing or using a product.
Should I consult my GP before using a product?
If you are unsure whether a product or service is suitable for you, please consult your GP, pharmacist or another appropriately qualified healthcare professional before purchasing or using it.
You should seek professional advice in particular if you:
- Are pregnant, breastfeeding or trying to conceive;
- Are under 18;
- Have an existing medical condition;
- Have allergies or intolerances;
- Take prescribed or non-prescribed medication;
- Are awaiting medical investigation, treatment or surgery; or
- Have previously experienced a reaction to a similar product.
Do not stop or alter prescribed medication without speaking to the healthcare professional responsible for your care.
Are KYZN products a substitute for medical advice or treatment?
No. Product information and content on the KYZN Shop are provided for general information and should not be treated as a diagnosis, medical advice or a substitute for professional healthcare.
Products, supplements and tests should not be used to delay seeking medical advice or to replace treatment recommended by a qualified healthcare professional.
What if I experience a reaction or feel unwell?
Stop using the product and seek advice from a pharmacist, GP or other qualified healthcare professional.
For urgent medical help, contact NHS 111. In a medical emergency, call 999 or attend your nearest Accident and Emergency department.
Do medical exemption certificates apply to purchases from KYZN?
NHS medical exemption certificates generally relate to eligible NHS prescription charges. They do not ordinarily make private retail products, supplements, delivery charges or private health-testing services free of charge.
If a particular product qualifies for VAT relief or another exemption, this will be stated on the relevant product page. You may be asked to provide a valid declaration or other evidence before the exemption can be applied.
Please contact KYZN before ordering if you believe you qualify for an exemption. An exemption cannot be guaranteed until your eligibility and the relevant product have been checked.
Can KYZN diagnose a medical condition?
No diagnosis should be made solely from product information or a home-test result. Results should be considered in the context of your symptoms, medical history and any advice provided by an appropriately qualified healthcare professional.
If you have symptoms or concerns about your health, please consult your GP.
Further assistance
How can I contact KYZN?
If you have a question about an order, delivery, return or the suitability of a product, please contact our team using the details on our Contact Us page.
Please include your order number when contacting us about an existing purchase.
KYZN — your health, your future. Let’s make informed decisions together.