Återbetalningspolicy
Last updated: 15 September 2025
Phenome Longevity is committed to providing high-quality products and services. However, we understand that there may be occasions where a return or refund is necessary. This policy outlines the terms and conditions under which cancellations, returns, and refunds will be processed.
Cancellation Policy
Customers may cancel their order within fourteen (14) days from the date of order confirmation to receive a full refund, provided that the test kit remains unopened and unused. If a cancellation request is made within this timeframe, the refund will be processed in accordance with our refund policy outlined below.
If the test kit has been opened, used, or tampered with, it will no longer be eligible for a refund due to health and safety regulations. Once a sample has been collected and sent to our laboratory, the order becomes final, and no cancellations or refunds will be issued.
Refund Policy
Refunds will be processed within fourteen (14) days of receiving a valid cancellation request. Refunds will be issued using the same payment method used for the original transaction. Customers should note that financial institutions may take additional time to reflect the refund in their accounts.
If an order has already been dispatched at the time of cancellation, the customer must return the unopened and unused test kit before the refund is processed. The cost of return shipping will be the responsibility of the customer unless the return is due to an error on our part or the product is defective.
Non-Refundable Items and Services
Certain items and services are non-refundable, including but not limited to:
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Test kits that have been opened or used.
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Test kits that have expired due to failure to return samples within the validity period of ninety (90) days from delivery.
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Consultation services that have been booked but not canceled with at least forty-eight (48) hours’ notice.
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Missed consultation appointments or failure to attend a scheduled session.
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Replacement test kits provided due to user error or mishandling.
Return of Test Kits
If an eligible test kit is being returned, it must be in its original, sealed condition and returned using a secure shipping method. The customer is responsible for ensuring the test kit is returned safely. We recommend using a tracked postal service to avoid any potential loss or delays.
Defective or Incorrect Products
If a customer receives a defective or incorrect test kit, they must notify us within seven (7) days of receiving the order. Phenome Longevity will provide a replacement kit at no additional cost. In cases where a replacement is not possible, a full refund will be issued.
Amendments to This Policy
Phenome Longevity reserves the right to update or modify this Return and Refund Policy at any time. Any changes will be reflected on our website, and continued use of our services following such changes constitutes acceptance of the updated policy.
Contact Information
For any refund or return inquiries, please contact us at:
Email: info@phenomelongevity.com
Address: Phenome Longevity, The Shard, 32 London Bridge Street, London, SE1 9SG, United Kingdom
By purchasing our products and services, you acknowledge and agree to the terms outlined in this Return and Refund Policy.