Prenetics complaint: The return address was wrongly printed

After paying £64.00 and receiving the test package I registered and sent the sample to the address that was printed on the label. Unbeknown to me The address was wrongly printed and the sample ended up somewhere in Croydon not the laboratory where it should have gone I self isolated for 7 days waiting for my results that never came.i ended up phoning them and they admitted that the laboratory never received the sample and could not explain why this had happened the person I spoke to said this had happened before and would I like to ask for a full refund. She said she would contact her manager and add it as urgent. They sent me an email to inform me that they now had the result which was strange seeing as the lab never received the sample in the first place. This was 3 weeks afterwards I contacted them by email asking if they were willing to reimburse me or not and they have ignored me