It is your sole and express responsibility to follow completely and faithfully the instructions contained in each testing kit. These include online activation of each test, proper drawing and storage of the blood sample required for each test, and the timely and accurate return of each test’s blood sample to the laboratory by means of the return envelope contained in each kit.
We cannot be held responsible for blood samples that are damaged, lost, or stolen before they reach our laboratory. We encourage you to use confirmed-delivery methods when sending items to us.
Test results are typically available online within seven working days after we receive the blood sample. This estimate presumes normal operating conditions and receipt of a full, undamaged, properly drawn blood sample. Specific delivery times for test results cannot be assigned, nor guaranteed
Cancellations and Refunds
If for any reason you are not satisfied with our products or services, please contact us directly and at your earliest convenience. We’d like to work with you to resolve any issues that might have arisen. If you have paid with PayPal, please be aware that beginning the resolution process with a claim on PayPal’s side will significantly delay our ability to respond to your issue.
We offer a full money-back guarantee against tests that reveal no food intolerances*. If you wish to claim a refund on this basis, please contact us at firstname.lastname@example.org and include your name, the date of purchase, and the purchase’s order number. When you qualify for this refund, we typically credit your payment account within 10 working days.
To qualify for the no-intolerance refund, your full test report must indicate “No Reaction” to every food group tested. The no-intolerance guarantee applies only to purchases made from the Site, and does not include postal charges or any other personal expenses. Purchases made through affiliates and other third parties are not covered by the guarantee. We reserve the right to cancel this promotion at any time and without notice.
Right to cancel
All orders may be cancelled and full refunds issued at any time prior to shipment of the sample collection pack(s), test kit(s), or other merchandise.
In accordance with the Distant Selling Regulations, you may cancel an order within seven day of its receipt by us. To cancel an order under the DSRs, you must notify Supply Life by email or post informing Supply Life that the order is being returned under the 14-day cooling-off period. We will issue a refund within 30 days after receiving the cancellation request. For more information on the DSRs, please visit https://www.gov.uk/online-and-distance-selling-for-businesses/overview.
Under no circumstances will we issue a refund after a sample collection pack or test kit has been used.
Effects of Cancellation
When an order is cancelled, we will reimburse all payments received toward its fulfilment, including the cost of delivery, except for payments made due to your selection of a delivery method other than our least expensive standard-delivery option.
We reserve the right to deduct from the reimbursement the loss in value of any goods returned, if such loss is the result of damage incurred while the goods were in your possession; this is understood to be the time between your receipt of the goods and our receipt of them following a successful cancellation request.
We will make the reimbursement without undue delay, and not later than:
30 days after the day we receive back from you any goods shipped to you in fulfilment of the order,
30 days after the day you provide evidence that you have returned the goods, or
If there were no goods supplied, 30 days after the day on which we receive notice of your decision to cancel your order.
Reimbursement will be made as a credit against the same means of payment you used for the order’s initial transaction, unless you expressly indicate a preference for reimbursement by other means. No fees attach to the reimbursement.
Notice of cancellation notwithstanding, we may withhold reimbursement until we have received all goods shipped to you in fulfilment of the order, or you have supplied sufficient evidence of having returned the goods.
You bear the cost of returning the goods to us. You should return with all deliberate speed any goods shipped to you in fulfilment of a cancelled order, in any event no later than 90 days from the day on which you inform us of your intention to cancel the order. This requirement is fulfilled if you return the goods before the 90-day period has expired, regardless of whether we have taken receipt of the goods.
While the goods are in your possession, you are liable for any diminishment of their value not resulting from the handling necessary to establish their presence and condition.
If you purchased the goods from an affiliate or other third party, you must pursue cancellation through the company with whom you placed the order, and not through Supply Life.