Refund and Returns Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

If you purchase a sample collection kit, to be eligible for a return, your item must be in the same condition that you received it, undamaged or unused, in its original packaging. You’ll also need proof of purchase in your name.

In the event that kit is returned damaged, incomplete or used, we reserve the right to reduce your refunded amount by up to the purchase price on the sample collection kit only.

Please note that returns will need to be sent to our address at your own expense as we do not provide shipping or free returns:   [email protected]

You must include a printout of your confirmation or invoice so that we can identify whom the return has come from.

Questions or queries concerning returns can be made to: [email protected]

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you receive an incorrect item. We will then endeavour to correct the issue for you with a replacement of all, or components of the product. Please contact us [email protected]

Digital Products (Hair Testing)

Hair testing products where a kit is not dispatched are eligible for a full reimbursement within 90 calendar days of your purchase. After this period, we reserve the right to refuse your refund request.   Refunds can only be claimed after completion of an elimination diet for which we reserve the right to request evidence.

Exceptions / non-returnable items

Certain types of items should not be returned, like perishable goods (such as food, flowers, or plants), custom-made products and personal care goods. We also do not accept returns for hazardous materials, flammable liquids, or gases.

We cannot accept returns on gift cards or end-of-expiry sale items.

We cannot accept returns or exchanges where the kit has been used and a report has been processed by our labs.

Exchanges

Exchanges for other products or services can be completed on receipt and inspection of your returned item.

European Union 14-day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, undamaged or unused and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund has been approved. If approved, you’ll be automatically refunded on your original payment method within 7 business days. Bank or credit card company processing times may vary from the payment provider.

If your agreed refund has been over 14 business days please contact us at [email protected]