Returns and Refunds

Limits of the withdrawal right

The kit must be returned unused and with its seal intact. For reasons of hygiene and health protection, a kit whose sealed collection tube has been opened cannot be returned.

No cancellation, return or refund is possible from the moment your sample is received by the laboratory. Once the sample enters the laboratory, the service is individually performed on your sample and cannot be reversed, regardless of whether the analysis has finished.

Refunds

Approved refunds are made to the original payment method within 14 days of receiving the returned kit or of your valid withdrawal notice. Return shipping costs are borne by the customer unless the kit was faulty or incorrectly supplied.

Refunds are only approved where the sample has not reached the laboratory. After laboratory receipt, remedies are limited to a replacement kit in the cases described below.

Damaged, faulty or missing kits

If your kit arrives damaged, incomplete or does not arrive at all, contact us and we will send a replacement at no cost.

Samples that cannot be analysed

If the laboratory cannot obtain a valid result from your sample for technical reasons, a replacement kit is provided at no cost so the analysis can be repeated. As the sample has already been received by the laboratory, no refund is available in these cases.

No replacement is provided where a sample failed because collection instructions were not followed, the kit was not activated, or the sample was returned outside the stated period.

Upgrades

Upgrade purchases are digital re-analyses of data already held. Once the upgrade analysis has started, it cannot be cancelled or refunded.