Refund Policy

Please read this policy before you complete your purchase. By placing an order you agree to it in full.

A 10% administration fee applies to refunds

Where a refund is available under this policy, a 10% administration fee is deducted from it and 90% of the amount you paid is returned. The fee covers the payment processing charges our payment provider does not return to us when an order is refunded, and the cost of preparing and issuing your order. It applies to orders placed with a promotional code or discount as well, calculated on the amount actually paid.

There is one exception. Where we cannot lawfully provide the service at all, your order is refunded in full and no fee is deducted — see Restricted states below.

Before your kit ships or instructions are sent

You may ask us to cancel at any time before we ship your kit (DUTCH, GI-MAP) or send your collection instructions (HTMA). Email support@realhealthdiagnostics.com with your order number.

Orders are processed within 1–3 business days and are submitted to a contracted practitioner who places the laboratory order on your behalf, so we cannot guarantee a cancellation request will reach us in time. Where we are able to cancel, you are refunded 90% of the amount you paid, with the 10% administration fee deducted.

Once your kit has shipped or your instructions have been sent

Once your kit has shipped and a tracking number has been generated, or your collection instructions have been sent, no refunds or returns are available under any circumstances. This applies to every test and package we sell.

This is the case whether or not you collect your sample, post it to the laboratory, or use the kit at all. Kits that expire unused are not refundable — a kit is generally good for about 6 months from the date it was ordered, as long as the collection materials stay sealed and are stored properly.

Restricted states — New York, New Jersey and Rhode Island

Because of state laws governing direct-to-consumer laboratory testing, our partner laboratories cannot accept samples from residents of New York, New Jersey or Rhode Island. You confirm at checkout that you are not ordering from a restricted state.

If an order is nevertheless placed from one of those states, we cannot provide the service. We will cancel the order and refund it in full, with no administration fee deducted. See our Terms of Service, clause 4.3.

If the sample cannot be processed

If a sample is insufficient, contaminated, incorrectly labelled or damaged in transit, the laboratory may be unable to analyse it. This does not create a right to a refund, because your kit has already shipped. What we do instead depends on the cause:

• Where the cause is ours or the laboratory's: we will arrange a replacement kit at no cost to you.
• Where the cause is how the sample was collected, stored or packaged: a repeat test is not covered. Contact us and we will tell you what a replacement costs before you commit to one.

Lost, damaged or delayed shipments

If your kit is lost, damaged or significantly delayed in transit — on the way to you, or while your sample is on the way to the laboratory — contact us as soon as possible. We will trace it, pursue any applicable carrier claim on your behalf, and send a replacement kit where the loss or damage is confirmed. We cannot guarantee a particular outcome from a carrier claim, and this section does not create a right to a refund.

If a kit arrives with damaged or defective testing materials that prevent you from completing the test, contact us within 7 days of delivery with photographs of the damage and we will arrange a replacement. Cosmetic damage to outer packaging that does not affect the testing materials does not qualify.

Results are not grounds for a refund

Refunds are not issued on the basis of your test results, dissatisfaction with them, or their interpretation. Our tests provide biomarker data; they are not a diagnosis, treatment plan or medical advice. We recommend reviewing your results with a qualified healthcare practitioner.

Interpretation and review services

Consultations included with Premium packages must be scheduled within 90 days of receiving your results, and rescheduled at least 24 hours before the appointment. A missed appointment without 24 hours' notice is not refundable.

An Interpretation Review bought on its own may be cancelled at any time before the practitioner begins reviewing your results, and is refunded at 90% of the amount you paid, with the 10% administration fee deducted. Once the review has been started it cannot be refunded, because the work has been done.

Chargebacks and payment disputes

Please contact us before contacting your bank — most disputes are a misunderstanding we can resolve directly. We reserve the right to contest a chargeback raised in circumstances this policy does not provide a refund for, and to recover the associated fees.

How to request a refund

Email us with your order number. Approved refunds are issued to the original payment method within 5–10 business days of confirmation. Your bank may take a further 5–10 business days to show it on your statement.

Customer support — support@realhealthdiagnostics.com

Your statutory rights

Nothing in this policy affects consumer rights you have under the law of your place of residence that cannot be waived by agreement.