Returns & Refund Policy

At Gi-Cognition Ltd, we aim to ensure every customer is satisfied with their order. If for any reason you need to return a test kit or request a refund, we offer a fair and transparent policy in line with UK consumer law and healthcare product standards.

Eligibility for Returns

You may request a return or refund under the following conditions:

• The test kit is unused, unopened, and in its original packaging

• You contact us within 14 days of the purchase date

• The return is received by us within 30 days of purchase

Due to hygiene and regulatory reasons, we cannot accept returns of opened or used test kits.

How to Request a Return

To begin a return or refund request:

1. Email us at ad***@**********on.com with your order number and reason for return.

2. We will confirm the return address and provide further instructions.

3. Return the item securely packaged and include your name and order details inside.

4. Send us proof of postage to help us process your refund faster.

Refunds

Once your return is received and verified:

• A full refund will be issued to your original payment method

• Refunds are processed within 10–15 working days

• You will receive an email confirmation once the refund is complete

Free Sample Return (Not Product Return)

Each test kit includes a prepaid return envelope for your sample.
Please note: This prepaid label only applies to returning your biological sample, not the return of the unopened product itself. Customers returning a product are responsible for the return shipping unless the item is faulty or incorrect.

Faulty or Incorrect Items

If you receive a damaged, defective, or incorrect test kit, please notify us within 48 hours of delivery. We will provide a replacement or issue a full refund, including any applicable return shipping costs.

Non-Returnable Items

• Opened or used test kits

• Returned biological samples

• Items returned after the 30-day return period

Contact Us

For all return or refund enquiries, please contact our support team:

Email: ad***@**********on.com
Phone: +44 (0)203 411 2011