Refund Policy

Please review our refund policy carefully before completing your purchase.

Before your kit ships or instructions are sent

You may cancel for a full refund at any time before we ship your kit (DUTCH, GI-MAP) or send your collection instructions (HTMA). Email support@realhealthdiagnostics.com.

After your kit ships or instructions are sent

You may cancel within 30 days of purchase, provided you have not yet posted your sample to the laboratory.

A 10% administration fee is deducted from the refund. This covers payment processing charges, which our payment provider does not return to us when an order is refunded, and the cost of preparing and issuing your order.

After 30 days from your purchase date, refunds are no longer available.

Once your sample reaches the laboratory

Analysis begins on receipt and cannot be reversed, so orders are not refundable once the laboratory has received your sample.

If we cannot provide the service

We will refund you in full if:

  • You are in New York, New Jersey or Rhode Island and we therefore cannot accept your sample (see Terms, clause 4.3)
  • Your kit is lost in transit to you
  • The laboratory cannot process your sample for a reason that is our fault or the laboratory's

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.

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

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 is fully refundable at any time before the practitioner begins reviewing your results. Once the review has been started it cannot be refunded, because the work has been done.

How to request a refund

Email us with your order number. Approved refunds are issued to the original payment method within 5–7 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.