What we can refund, and when
Please read this policy before you complete your purchase. By placing an order you agree to it in full.
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.
You may ask us to cancel at any time before we send your HTMA collection instructions. Email support@realhealthdiagnostics.com with your order number.
HTMA instructions are sent after checkout, so we cannot guarantee a cancellation request will reach us before they are sent. Where we are able to cancel, you are refunded 90% of the amount you paid, with the 10% administration fee deducted.
Once your HTMA collection instructions have been sent, refunds and returns are not available under the standard cancellation policy. This applies to every test and package we sell.
This is the case whether or not you collect your sample or post it to the laboratory. No physical kit is mailed for HTMA. The restricted-state refund and statutory-rights provisions below still apply.
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 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 under the standard cancellation policy once your instructions have been sent. What we do instead depends on the cause:
No kit is shipped to you. You arrange and pay for mailing your hair sample to the laboratory. If the sample is lost, damaged or delayed, contact the carrier using your tracking information and notify us so we can help check laboratory receipt. Contact us before collecting or sending another sample; any additional charge will be explained before you commit to it.
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.
HTMA Premium includes a custom 30–60 minute prerecorded practitioner video reviewing your results. It does not include a live appointment, so appointment scheduling, rescheduling and missed-appointment rules do not apply to this package.
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.
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.
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
Nothing in this policy affects consumer rights you have under the law of your place of residence that cannot be waived by agreement.