Refunds and returns

Our 28-day refund period

You can ask for a full refund within 28 days of the date you bought your kit, as long as your sample has not reached the laboratory. Once the laboratory has received your sample, we cannot give a refund.

Your legal right to cancel within 14 days

Under the Consumer Rights Act 2022 you can also cancel your order within 14 days of the day you receive your kit, without giving a reason.

To cancel or ask for a refund:

1. Email info@gutmapdx.com with your name and order number and tell us you want to cancel. You can use the model cancellation form from the Consumer Rights Act 2022 or any other clear statement.
2. Post the kit back to us within 14 days of telling us.
3. We refund the full price to the card you paid with within 14 days of hearing from you. We may wait until we receive the kit back or you show us proof of postage, whichever is first.

Unless the kit is faulty or we sent the wrong item, you pay the postage for returning a kit you have cancelled.

When the legal right to cancel ends

The 14-day legal right ends early (our 28-day refund period still applies until your sample reaches the laboratory):

• once you have opened the sealed sample collection pack, because a health test kit cannot be resold after it has been unsealed
• once your sample has reached the laboratory and testing has begun, because the service has then been carried out

Faulty, damaged or missing kits

If your kit arrives damaged or incomplete, or is not what you ordered, email us with your order number and a photo if you can. We will send a replacement free of charge. This does not affect your statutory rights to a repair, replacement or refund for faulty goods.

If your kit has not arrived within 10 working days of dispatch, tell us and we will send a replacement free of charge. During festive and promotional periods this window is 15 working days.

If the laboratory cannot test your sample

Sometimes a sample cannot be tested, for example because there was too little sample or it was contaminated. If the laboratory’s quality-control process fails (a pre-test or post-test failure), we send a replacement kit and repeat the test free of charge; if a sample is unsuitable because it was not collected as the instructions explain, we send one replacement kit free of charge, and we will tell you about any charge for a third kit before we send it.

A laboratory failure, a replacement kit or a repeat test does not restart or extend the 28-day refund period, which always runs from the original date of purchase.

Questions

Email info@gutmapdx.com with your order number and we will help.