FAQ

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General

1. Is your Laboratory accredited to perform water/wastewater testing?

Yes, our Laboratory is accredited with AB 313 - our intake and analysis are accredited.

2. I want to cancel my order, how can I do this?

The conditions for cancellation are governed by the Consumer Rights Act - the Consumer Rights Act of 30 May 2014 (Journal of Laws 2014, item 827, as amended) in the case of consumers and the Civil Code (KC/kc) - the Civil Code Act of 23 April 1964 (Journal of Laws 2014, item 121, as amended) in the case of businesses.

If you wish to cancel your order, you are very much welcome to contact our customer service department by phone: 519 155 011 or by email: pl.sklep.srodowisko@sgs.com.

3. I am not familiar with water/wastewater testing and do not know which package to choose.

If you do not know which package will be right for you, you can contact us by phone no: 519 155 011 or email: pl.sklep.srodowisko@sgs.com

4. As a private individual, can I also order tests from you?

Yes, of course. We carry out orders at private and institutional clients, regardless of location, all over Poland.

5. I would like to perform analyses that are not included in your packages.

If you would like to perform specialised tests other than those offered in our packages, please contact us by telephone at 519 155 011 or by e-mail at pl.sklep.srodowisko@sgs.com, our specialists will help you choose the right offer.

6. Which test is better: microbiological or physicochemical?

Each of the tests we offer is available in both basic and extended ranges, covering more parameters. A physicochemical water test provides information on the physical and chemical parameters of water and wastewater. The microbiological test, on the other hand, is a feature that establishes or excludes the presence of bacteria and microorganisms in the water.

7. What are the advantages of water testing?

Regular testing of water and wastewater allows you to ensure that the water you use every day for drinking, personal hygiene, cooking, laundry and many other activities has the right parameters and is safe for your health. Many water users are not aware of the fact that water from wells in 90 per cent of such intakes does not meet the standards and requirements for suitability for drinking, and can therefore endanger the health and life of the users of the intake. An additional advantage of performing water tests is their attractive pricing. Regular analysis of water parameters will also allow you to avoid the high costs associated with treating your tap or well water.

8. Is the treatment of highly contaminated water possible?


Yes, you can go to specialist water treatment companies with the results of our tests.

9. What are the advantages of using the services of the SGS Poland Accredited Laboratory?


Our laboratory offers a comprehensive range of tests for drinking water, both tap and well water. We offer the possibility to compose individual test kits and use ready-made packages. In times of increasing social awareness and popularisation of environmental protection, our professional services are the answer to the needs of all those for whom high quality and healthy tap water are of vital importance. Our experts on the phone will answer all your questions and address your concerns.

10. Where can I enter a promotion/discount code?

You can enter the discount code in the second step of your order, immediately after entering your order details - the amount will be automatically reduced.

Preparing for the study

11. I have a freshly drilled well. How do I prepare for the study?

If you are just after commissioning your new well or have not used it for a long time, it is worth remembering that you should pump/use the water regularly for a period of 2-3 weeks before taking samples for testing so that it is clear.

12. I have purchased a self-sampling kit. Is there a specific time frame within which I have to send it back to the laboratory?

Yes, the self-sampling kit is prepared with fixatives and must be returned within 7 days at the latest.

13. It is not possible to unscrew the strainer from my tap where I will be taking the water.

If it is not possible to remove the strainer, please disinfect the end of the tap with the spray included in the kit.

14. Can I take a sample from a garden hose?

It is a good idea to take water from a tap/valve directly connected to the flow pipes. Any kind of caps, hoses, etc. can cause secondary contamination of the water sample.

15. My valve is corroded, what should I do?

If the valve in your tap is corroded, you should choose a different sampling location, as it may secondarily contaminate the sample.

16. Is it worth unscrewing the strainer in the tap?

Yes, it is worth doing. It is advisable to clean the strainers and seals in the aerator at least once every 3 months. A dirty strainer can cause secondary contamination of the water.

17. I have ordered a water test with the arrival of a certified sampler, how should I prepare myself?

It is advisable to choose a place where the water is used most frequently and a place that is best suited for sampling, i.e. where there is a tap or water tap.

Sampling / collection / deadlines

18. the courier did not collect my consignment by the deadline.

If your consignment, including the water samples collected, has not been collected by the deadline, please have your order number and consignment number ready and contact our customer service.

19. I have ordered and paid for a water testing service through a certified sampler. How can I find out when someone will be coming to me?

Scheduling of sampling schedules takes place every Thursday. For specific information regarding the day of arrival of our staff member, please contact us by email: pl.sklep.srodowisko@sgs.com or call 519 155 011.

20. Will someone contact me prior to my scheduled arrival?

Yes, the day before your scheduled visit, our machine will send you a text message about your scheduled arrival and a phone number for our staff member.

21. I have ordered a self-sampling kit, when can I expect the shipment?

It takes between 2 and 4 working days from the time of purchase for the shipment and containers to be prepared. Our staff will send the package by UPS courier and confirmation of dispatch will be sent by e-mail.

22. I have purchased the wrong test package, what can I do?

If you have purchased the wrong survey package, we would appreciate it if you could contact our customer service department by phone: 519 155 011 or email: pl.sklep.srodowisko@sgs.com.

23. I have purchased a self-sampling kit but do not know how to take the samples.

Each kit contains simple and clear sampling instructions that describe step-by-step how to take a sample properly for testing.

24. How much does it cost for a certified sampler to come and take a sample?


The cost of arrival, collection and transport of samples to the laboratory is, regardless of location (throughout Poland) PLN 50.00 gross.

25. Can I collect the ordered thermal pack in person?

You can collect the packet in person at the main office in the SGS Laboratory in Pszczyna 52A Cieszyńska Street - please contact us in advance at 516 069 819 or by email at pl.sklep.srodowisko@sgs.com.

26. May I return a purchased product?

In accordance with the provisions of the law, the Customer who is a Consumer pursuant to Article 27 of the Act of 30 May 2014. (Journal of Laws of 2014, item 827, as amended) on the rights of the Consumer, has the right to withdraw from a contract concluded remotely without giving any reason except for the circumstances indicated in paragraph 13 of this section. The right to withdraw under the above-mentioned provisions does not apply to Customers who are not Consumers. The right of withdrawal shall be granted within 14 calendar days from the delivery of the Product. For details, please refer to the Terms and Conditions of Use of the SGS Polska online shop in §14 Consumer Rights - Withdrawal.

27. I have purchased a self-sampling kit, where should I send the samples?


Please send samples to the following address:

SGS Poland - Environmental Laboratory
52A Cieszynska Street
43-200 Pszczyna

28. What if the courier loses my parcel?


If your consignment is lost through the fault of the UPS courier, we will send you a new consignment for testing at our expense.

29. I have bought a water test, but I will not be there on the due date.


If you are unable to attend, please contact us at 516 069 819 or email us at pl.sklep.srodowisko@sgs.com , we will arrange a new date.

30. I have purchased a water test, a member of staff has arrived on site but found no one.

If the sampling was planned and confirmed, and our employee did not take the sample due to the customer's fault, the cost of the "empty" journey (PLN 50.00 gross) will be charged to the customer. We can then schedule another collection date.

31. Do i have to be present when the water sample is taken?

It is a good idea to be present when the water is tested, but it is not necessary. It is important that our employee, when arriving at the place of sampling, finds a person authorised by the customer who will point out the relevant tap or sampling point.

Results / FV

32. Are your results honoured by the Sanitary Inspectorate?

Yes, our results are recognised by the Sanitary and Epidemiological Services (Sanepid), building control, the Voivodeship Inspectorate for Environmental Protection (WIOŚ) and other state institutions - we have the required approval and accreditation.

33. How will I receive the results of the commissioned tests?

The official test report will be sent to you upon completion of the analyses, electronically with an electronic signature. This signature is equivalent to a traditional signature. You can also print out the results yourself.

34. When will I receive a VAT invoice for the service I have purchased?

We usually issue a VAT invoice within 7 days of sending the test report. The invoice is sent electronically to the e-mail address indicated by the customer.

35. I have entered incorrect details for the VAT invoice, how can I change them?

If you wish to correct your invoice details, we kindly ask you to contact our customer service department by phone: 519 155 011 or by e-mail: pl.sklep.srodowisko@sgs.com.

36. I have received my test results, do they meet the standard?

If you are unsure whether your results meet the relevant standards, please contact us on 516 069 819 or email: pl.sklep.srodowisko@sgs.com

37. How long is a water test valid?/ How often do I need to test my well water?

It is a good idea to have your well water tested regularly. This is extremely important if you want to be fully sure that the water you use is of good quality. In the case of a commercial establishment, it is up to the nearest health authority to determine when and how often tests should be carried out.

38. How long does it take to draw water?

It usually takes between 20 and 40 minutes for a member of staff to visit you, depending on the location and point of use.

39. How long do I have to wait for the water test results?

We send you the results of the water tests in an official report by email, to the email address you provided when placing the order. The lead time varies depending on the parameters ordered. For basic water parameters, it is between 5 and 7 days from the start of laboratory analysis.

40. What if my water is contaminated?

In the event of microbiological exceedances of the water, the laboratory automatically sends an email notification of the exceedance of the characteristic.

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