Frequently Asked Questions

How do I place an online order?
Browse our online shop, select the tests you require and follow the checkout process to complete your order.

Which payment methods do you accept?
We accept:
• Credit cards (e.g. Visa, Mastercard)
• Debit cards

Can I cancel my order?
If you have not yet sent your sample, please contact customer support as soon as possible to discuss cancellation options.

Orders are non-refundable once a sample has been submitted for testing.

Where should I send my sample after placing an order?
The address for sending your sample will be provided in your order confirmation email. Please review this email carefully for full instructions on how to package and where to send your sample before dispatch.

Please be sure to include a printed copy of your Order Confirmation Email with your sample.

What documents do I need to include?
Please include a printed copy of your Order Confirmation Email inside your package.

Will SGS confirm when my sample has been received?
Yes. Once your sample arrives at our laboratory and has been logged into our system, you will receive a confirmation email to let you know it has been safely received and is being processed.

Can I drop my sample off in person?
Yes, you can drop your sample off at the location specified in your order confirmation email. Please ensure you bring a printed copy of your order confirmation form with your sample.

What happens if my order is delayed in transit?
If your sample is delayed during transit, please contact your chosen postal or courier service directly for further information and updates on its status.

What happens if I forget to include my Order Confirmation Email?
Any samples received without documentation will not be tested and cannot be returned or refunded.

If this happens, please contact us immediately to discuss next steps.

Which courier or transport service should I use?
You may use any courier service.

Please ensure your sample is packaged securely and in line with packaging guidelines as listed on each individual test product page, with your Order Confirmation Email included.

How soon should I send my sample after placing an order?
For details on how a sample should be sent to us for analysis including timeframes, please refer to each individual test product page.

How much of each sample should I send?
Sample quantity requirements are listed on each individual test’s product page. Please refer to these carefully before dispatch.

How should I package my sample?
To ensure your sample is suitable for testing:
• Securely package each sample individually
• Clearly label each sample with its contents and the requested test
• Include a printed copy of your Order Confirmation Email
• Use sealed bags or appropriate containers to prevent cross-contamination
• Follow the sample size requirements stated on the product page
• Ensure the sample arrives in a condition suitable for testing

What happens if my sample arrives in an unsuitable condition?
If a sample arrives unsuitable for testing:
• You will be contacted
• The sample may be rejected and destroyed
• A replacement sample may be required

Is SGS responsible for improper sampling or transport?
No. SGS is not liable for inaccurate results caused by improper sampling, storage, packaging or transport.

All samples must be:
• Properly sealed and labelled
• Accompanied by the Order Confirmation Email

Unsuitable samples will be rejected and destroyed.

Is expedited testing available?
Yes. Standard and expedited service options, including pricing, are listed on individual product pages.

How will I receive my test results?
Test results will be sent by email to the email address provided at checkout once testing is complete.

Can I get a refund if I have already sent my sample?
Orders are non-refundable once a sample has been submitted for testing.

Can I get a refund if I have not yet sent my sample?
If a sample has not yet been dispatched, please contact customer support as soon as possible to discuss cancellation eligibility.

For bulk volumes of samples, please contact us at ukenquiries@sgs.com to request pricing.

How can I contact customer support?
You can reach us via:
• Contact Form: https://testdirect.sgs.com/pages/contact

What should I do if emails from SGS are going into my junk or spam folder?
Please add testdirect@sgs.com to your safe senders list to ensure you receive important updates.

Will my information and results be kept confidential?
Yes, all customer information and test results are treated as strictly confidential and will not be shared with any third parties.

Can I tell customers that SGS has tested my sample to validate my credentials?
No. SGS expressly forbids third parties from using the SGS name, brand or logo for promotional purposes without written permission.

Can I send my SGS report to another company for further analysis?
Yes. You may share your report with a specialist or third party for further interpretation if required.

Please refer to this additional guidance in conjunction with SGS Terms and Conditions:
SGS shall not be held liable for any consequences, damages or losses arising from the use, interpretation or reliance on test results. Specifically:
• SGS makes no warranty, express or implied, regarding the accuracy, completeness or fitness of the test results for any particular purpose
• It is the customer’s sole responsibility to ensure that samples submitted are representative, properly packed, transported and suitable for the intended analysis
• SGS shall not be responsible for any business, regulatory or operational decisions made by the customer or third parties based on the test results
• SGS is not liable for the handling, storage or use of tested products
• SGS disclaims any responsibility for how test results are shared, interpreted or used
• Certain results may be time sensitive. SGS is not responsible for any degradation or change in sample condition that may affect result validity
• SGS does not guarantee that test results will meet any specific regulatory or legal requirements unless explicitly stated in a formal agreement

By submitting a sample for testing, the customer acknowledges and accepts these and SGS General Conditions of Service [ Terms & Conditions ].

Q: Are there enquiries you are unable to respond to?
Yes, we do not engage with:
• Journalists or media enquiries
• Requests relating to third-party reviews
• Personal complaints or individual disputes

We kindly request that all enquiries are relevant to our commercial services.