Refund policy

Refund, Cancellation & Replacement Policy

1. Cancelling within 14 days

Under the Consumer Contracts Regulations 2013, you may cancel your order within 14 days of receiving our order confirmation email and receive a full refund, provided the test kit is returned unopened, sealed and unused.

You do not have the right to cancel once:

  • the test kit has been unsealed or opened;
  • your sample has been sent to the Laboratory for analysis; or
  • your results have been delivered to you.

Registration of your kit by Genetic Rebalance before dispatch does not affect your right to cancel.

2. Cancelling after 14 days

You may cancel an unopened, unused kit between 14 and 60 days after your order confirmation and receive a partial refund of the amount paid, less £20 to cover the services already provided (including kit registration and dispatch).

3. How to cancel

Email health@geneticrebalance.co.uk with your name and order number. Please return the kit within 14 days of telling us you wish to cancel, following the instructions we send you. Return postage is your responsibility, and the kit remains your responsibility until it reaches us. Refunds are made to the original payment method within 14 days of us receiving the returned kit.

4. Damaged or faulty kits

If your kit arrives damaged or faulty, please email health@geneticrebalance.co.uk within 30 days of delivery, with a photo if possible. Please keep all packaging. Once confirmed, we will send you a replacement kit free of charge within 5 working days.

5. Missing items

If anything is missing from your kit, please let us know within 2 months of delivery and we will send a replacement within 5 working days, at no cost to you.

6. Samples that cannot be processed

Occasionally a sample cannot be analysed by the Laboratory (for example, if not enough DNA was collected). If this happens, we will send you a free replacement kit so you can provide a new sample.

7. Lost or undelivered kits

UK deliveries: if your kit does not arrive, please let us know and we will send a replacement, provided the delivery address you gave was correct.

International deliveries: if tracking shows your kit as delivered but you have not received it, please contact us straight away so we can open a trace with the courier. A replacement will be sent once the courier's investigation is complete. Orders refused or returned as undeliverable will be refunded, less any return handling costs.

8. Discovery call

The optional free 15-minute discovery call is included in the price of the test and is not refundable separately. If you need to rearrange your call, please give us at least 24 hours' notice and we will be happy to rebook.

9. Our guarantee

We guarantee that your sample will be processed by an accredited UK laboratory and that you will receive your full report, with a free replacement kit if your sample cannot be processed. Because genetic results show tendencies rather than certainties, and outcomes depend on many personal factors, we cannot guarantee specific health or wellbeing results.

10. Your statutory rights

Nothing in this policy affects your statutory rights as a consumer.

Contact: health@geneticrebalance.co.uk