Refund & Return Policy

Orders may be cancelled and fully refunded provided that:

• The test kit has not yet been shipped, and
• Laboratory processing has not begun.

Cancellation requests must be submitted without undue delay and must include the order number. Once shipment has been initiated, cancellation may no longer be possible.

If a test kit has already been shipped, returns are only accepted under the following conditions:

• The kit remains unopened, unused, and in its original sealed condition,
• all components are complete and undamaged,
• The product is returned within the applicable withdrawal period, where relevant.

Return shipping costs are borne by the customer unless the item was delivered defective or incorrect. Opened, unsealed, used, incomplete, or contaminated test kits are not eligible for return due to hygiene, health protection, and regulatory requirements.

Laboratory analysis constitutes an individualized service that cannot be reversed once initiated.
Accordingly:

• No refund is possible once a biological sample has been collected and submitted.
• No refund is granted once laboratory processing has begun.
• No refund is granted after analysis has been completed.
• No refund is granted once a laboratory report has been generated or delivered.

Laboratory services are deemed rendered once analytical processing has commenced.

For structured monitoring programs or multi-phase services:

• Refunds apply only to services that have not yet been initiated.
• Any completed or initiated testing phase is non-refundable.
• Where applicable, partial refunds may be calculated proportionally based on the unused portion of services not yet started.

If you receive a damaged shipment or an incorrect product, please contact us promptly and provide:

• Your order number,
• a description of the issue,
• photographic documentation of the package and contents.

Upon review, we will determine whether a replacement, correction, or refund is appropriate.

If you are a consumer residing within the European Union, you generally have a statutory right of withdrawal within fourteen (14) days from the day of contract conclusion or from receipt of goods, in accordance with applicable EU consumer protection laws.
However, the right of withdrawal may expire prematurely under the following circumstances:

• If a sealed test kit is unsealed after delivery and is not suitable for return for reasons of health protection or hygiene,
• If laboratory processing begins with your prior express consent and acknowledgment that you thereby lose your right of withdrawal,
• If the service has been fully performed.

By submitting a biological sample or expressly consenting to the commencement of laboratory analysis before the withdrawal period has expired, you acknowledge and agree that your right of withdrawal may be forfeited once processing has commenced.

Approved refunds are issued to the original payment method.
Processing times depend on the respective payment provider and may require several business days.
We reserve the right to deny refund requests in cases of:

• misuse or improper handling of the product,
• violation of usage instructions,
• fraudulent or abusive refund claims.

All laboratory analyses and reports provided through this website are intended for informational and educational purposes only.
They do not constitute medical advice, medical diagnosis, or treatment.
Refund eligibility is not based on personal health outcomes, subjective dissatisfaction with laboratory findings, or disagreement with reported biomarker results.
Customers are responsible for consulting qualified healthcare professionals regarding any medical decisions.

For refund requests or related inquiries, please contact:
[Support Email]
Please include your order number in all correspondence.