Refund policy

How to return a product:

Whatever the reason, we kindly ask you to notify us of your wish to return a product by email at info@vivabioma.com. If you wish to receive a refund for your order, it will be made using the same method used to pay for the initial order. To make the service faster, items must be returned in their original packaging, as well as, if possible, in the same box in which they were sent. If this is not possible, we would appreciate it if you package the products as securely as possible in order to avoid any problems during the return. A confirmation email will inform you of the receipt of your package and the processing of your order.

Conditions for exchanges and returns:

The maximum period for requesting returns shall be 15 calendar days from the day the order is received. After this period, Vivabioma will not accept returns. For reasons of hygiene and health, Vivabioma will not accept the return of used, opened, or unsealed products. Products that have been knocked, damaged, without original packaging/box/case, or that are missing any element or accessory will also not be accepted. For a return to be effective, the genetic analysis has to be returned to our facilities. Once the kit is received and checked by our team, the purchase amount will be refunded applying a €50 penalty for management and shipping costs. In the case of kits purchased through an authorized retailer, you must consult the retailer’s refund policy to determine whether your kit may receive a refund.

Steps to follow for returns:

If you wish to return any product, please follow these instructions: 1. Contact customer service by email at: info@vivabioma.com 2. Pack the product(s) under the same conditions in which you received it/them. 3. Once the products are received, Vivabioma staff will review them and if everything is correct, the amount will be refunded applying the penalty described above. The refund of returned amounts will be made through the same channel that the customer selected as the payment method at the time of placing the order. We inform you that you must keep the order invoice in order to process any return or replacement.

Replacement policy for defective or damaged products

For reasons beyond our control, there is a possibility of receiving a product with a manufacturing defect or in poor condition. We ask you, as soon as you notice that the product shows any anomaly, to contact our Customer Service team and report the incident. Once you contact us, we will indicate the procedure for replacing the defective product. If the reason for the return is that the product presents some kind of damage or manufacturing defect, Vivabioma will bear the shipping costs arising from such return. Returns of products that have been opened or used will not be accepted, unless this is because they are spoiled or defective. Returns of products that have been spoiled or damaged by the customer themselves will not be accepted. You must send a photo showing that the product is defective due to a manufacturing defect. If Vivabioma’s support team considers that the product has been damaged by the customer, the money will not be refunded. We inform you that you must keep the order invoice in order to process any return or replacement.

Returns due to transport-related damage:

There is a possibility that the product may suffer some kind of damage derived from its handling or transport. In order to identify possible damage caused by transport, Vivabioma recommends that its customers inspect the package at the time of receipt in order to identify possible knocks or damage to the exterior of the package. In the event that the goods show clear signs of having suffered some deterioration derived from transport, the customer has the right to reject the goods at the time of receipt, informing the courier of the reason for non-acceptance. If the customer accepts the package and notices it later, they must take photos of the package showing that the damage is a consequence of transport.

Loss policy

If the kit does not arrive at its destination within 15 calendar days from purchase, we kindly ask you to contact our customer service team (info@vivabioma.com) reporting the incident so that we can verify with the transport company what may have happened. Once we have confirmation from the transport company that the kit has not reached its recipient, we will proceed to send a new kit at no cost to the customer. If you wish to return your order, please consult the returns policy.

Shipping policy

Once payment has been made, within 2 to 5 business days you will receive the package at the shipping address specified during the purchase of the kit.  Next, you must send us the kit back with the included sample so that we can proceed with its analysis. This shipment to our laboratories is free of charge, provided that the purchase was made from the same country. Otherwise, please contact our team at info@vivabioma.com. You have 12 months from the date of purchase to use this kit. We expect the results to be ready 4-6 weeks after receiving your sample at our laboratory. Shipments will be made within a maximum of 2-4 business days. Shipping and processing may vary due to high volume. The purchase of this item implies the obligation to return the sample from the same country as the purchase. If this is not your case, please contact us via email at info@vivabioma.com as this may imply additional costs.