Service delivery

Excellent service delivery is important to us and we will always endeavour to deliver to the best of our ability.

After receiving your order confirmation, we will aim to process it within three to five working days, or even sooner. You will then receive a ticket number with an anticipated testing or project completion date.

Delivery time varies depending on the type of work required. Usually testing has shorter lead times than regulatory compliance projects that are heavily reliant upon regulatory authorities. Occasionally, there are delays due to postal service problems outside of our control, which affect the receipt of samples into our UK laboratory. Rarely, a high work load in the laboratory or an instrument malfunction may cause an unexpected delay. Fortunately, as our labs are ISO/IEC 17025:2017 accredited, this possibility is minimised.

We aim to provide the results of a cannabinoid (CBD) test within five to ten working days of your sample arriving at our laboratory in South Yorkshire, England, UK. The testing of e-liquids and vaping devices also usually takes five to ten working days.

Estimated service delivery times

Our estimated service delivery times are:

  • Cannabinoid (CBD) profile testing – results within five to ten working days from sample receipt.

  • E-liquid and device emissions testing – one to two weeks from sample receipt.

  • TPD registration with emissions testing – five to seven weeks for complete submission, from receipt of all necessary data.

  • Pesticides analysis – one to two weeks from sample receipt.

  • Heavy metals testing – two to three weeks from sample receipt.

  • Poisons Centre Notifications (PCN’s) and Unique Formula identifier (UFI) – five to ten working days from receipt of all necessary data.

  • Safety Data Sheets (SDS) – five to ten working days from receipt of all necessary data.

 

Please note we cannot accept any responsibility for the time taken for regulatory authorities to review and approve submissions, as this is beyond our control.

Sample requirements

We generally require 10ml of e-liquid or one device for emissions testing. 

Prior to sending your sample(s), please complete and enclose a packing form to identify your products and match them to your ticket number. Prompt postage is appreciated – the quicker we receive your samples, the quicker we can deliver your results. Please note all samples are sent at your cost.

We receive samples from all over the world and these can sometimes take a little longer to arrive. As such, we keep all orders open for up to 30 days to give you and your delivery service sufficient time to send us your samples for testing. After this time, if we do not hear from you, and we have scheduled into the workflow, you will not be able to receive a refund.

Your order may, but not usually, subject to import duties and taxes, including VAT, which are incurred once a shipment reaches our lab. ADACT Medical is not responsible for these charges if they are applied and are your responsibility.

How do I check the status of my order?

When your order has been accepted, you will receive an email from us that will include a ticket number. Please allow 48 hours for this to come through.

Refunds

The services we offer shall be conducted in good faith and based on currently available scientific and regulatory data and latest thinking. In the event of a material error by us that renders the services in whole or in part scientifically unacceptable, our sole obligation shall be for ADACT Medical, in agreement with you, to either:

(a) repeat the defective part of the service at our cost, or

(b) refund to you the amounts paid for the defective part of the service. In no event will ADACT be liable to you for any indirect or consequential loss or damages, including without limitation, direct or indirect loss of profits, in connection with our default or breach of its obligations under these terms.

In the event that you are not satisfied with our service, please email us as soon as possible at hello@adactmedical.com with your ticket number. We will address your concerns on a case-by-case basis and will try our best to work towards a satisfactory solution.

If you have any further questions, please get in touch with our friendly team at hello@adactmedical.com and +44 (0)1302 986088.