Refund policy

Version VB-PD-2026-01 · Effective from September 14, 2026 · Replaces the previous version ·

GENELINK, S.L. (trading as “Vivabioma”), Tax ID B98649494, calle Arquitecto Mora 5, piso 2, puerta 4, 46010 Valencia, Spain · info@vivabioma.com · Telephone: +34 960 090 596.

This Policy forms part of the contract together with the Legal Terms, the Informed Consent and the Information Update and Sample Repeat Policy, and is available on the Website before purchase. It explains how to return an order, what happens if the product arrives defective or damaged, the shipping times we work with, and how refunds are made.

Nothing set out here limits the rights granted to you under consumer law. If any provision of this Policy is less favourable than the law, the law shall prevail.

1. Summary of your rights

•      You have 14 calendar days to withdraw from the contract without giving any reason, subject to the legal exceptions in section 3.

•      Your order may include a physical product, logistics, analysis and digital content. Each component retains its own legal regime: an exception applicable to one does not automatically extend to the others.

•      If you validly exercise your right of withdrawal, we will refund the amounts due without penalties or administration fees.

•      If the product arrives defective or is damaged in transit, we will cover the replacement and shipping costs.

•      If the kit does not arrive, we will send you a new one at no cost.

•      Once the kit has been unsealed, it can no longer be returned for hygiene reasons, but this does not affect the legal guarantee or the repeat policy if the sample does not produce results.

2. How to start a return

2.1 Write to us at info@vivabioma.com stating your name, order number and reason. You may also use the withdrawal form in Annex I of the Legal Terms, the online withdrawal function when enabled in your account, or any other unequivocal statement.

2.2 We will confirm receipt of your request, including its content, date and time, on a durable medium, and tell you how to proceed with the return shipment when necessary.

2.3 We recommend keeping your proof of purchase, although it is not essential: we can locate your order using your account details.

2.4 When you need to return the product to us, package it so that it arrives protected. You do not have to use the original box.

3. Right of withdrawal: period, procedure and exceptions

3.1 Components of the order. An order may include the physical kit, outbound and return logistics, the analysis service and digital content. Each component is subject to the legal regime that applies to it.

3.2 Period. You have 14 calendar days to withdraw without having to justify your decision. For the kit, the period starts when you acquire physical possession of it; for services, on the day the contract is concluded; and for digital content, in accordance with applicable law.

3.3 Legal exceptions. The right of withdrawal does not apply:

•      To collection material once unsealed, as it is a sealed item that is not suitable for return for health protection and hygiene reasons.

•      To a service that has been fully performed, provided that performance began with your prior express consent and your acknowledgement that you would lose the right once the service was fully performed.

•      To digital content not supplied on a tangible medium where performance has begun with your prior express consent, your acknowledgement that you thereby lose the right of withdrawal, and the corresponding contractual confirmation.

3.4 Scope of the hygiene exception. Unsealing affects the opened physical component and does not, by itself, remove the right of withdrawal in relation to analysis that has not yet begun or digital content whose supply has not begun. It also does not affect the legal guarantee of conformity.

3.5 Service already started but not completed. If you expressly requested that we begin during the withdrawal period and you withdraw before full performance, you may owe the proportionate amount for the service actually provided, calculated on the total price or the price breakdown supplied. Nothing will be charged if that information or that express request was missing.

3.6 Condition of the product. You may open the outer package and inspect the contents as you would in a shop. You are only liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product. We do not make the return conditional on keeping the original box or case.

3.7 Returning the product. If the kit remains sealed, return it within a maximum of 14 days from the date on which you notify us of your withdrawal.

4. Refunds

4.1 If you validly withdraw, we will refund all payments received that are due to be refunded, including standard delivery charges where applicable, without any penalty or administration fee.

4.2 The refund will be made within a maximum of 14 calendar days from the date on which we become aware of your decision, using the same payment method you used, unless you agree otherwise with us. You will not incur any cost.

4.3 For returns of goods, we may withhold the refund relating to the goods until we receive them or until you provide evidence that you have sent them back, whichever occurs first.

4.4 If you chose a delivery method more expensive than the standard method, the refund of delivery costs is limited to the cost of standard delivery.

4.5 The direct cost of returning the goods is your responsibility where we informed you of this before the contract was concluded, unless the product is defective or we have agreed to bear those costs.

5. Extended commercial return policy

5.1 In addition to the legal right above, and entirely on a voluntary basis, we accept returns of unused kits for up to 30 calendar days from receipt of the order.

5.2 This commercial return window is additional to your legal rights, which are not affected in any way, and is subject to the following conditions: the kit must be sealed and in resalable condition, return costs are your responsibility, and a 50 € deduction applies for administration and logistics costs already incurred.

5.3 If your request falls within the statutory withdrawal period in section 3, it will be handled under that section and without any deduction, even if you refer to this section 5.

6. Defective product or product not matching the order

6.1 The kits are covered by the statutory guarantee of conformity. In Spain, the period is three years from delivery; in other territories, the applicable mandatory rule shall apply.

6.2 If the product has a defect or other issue, write to us at info@vivabioma.com as soon as you notice it and describe the issue. We appreciate it if you attach a photograph because this speeds up the process, but it is not a requirement for us to handle your claim.

6.3 You may choose between replacement and repair, unless the option chosen is impossible or disproportionate. If neither remedy resolves the lack of conformity, or it is not carried out within a reasonable period and without significant inconvenience, you may request a price reduction or termination of the contract.

6.4 We cover the replacement and all associated outbound and return shipping costs.

6.5 During the period provided by law, the lack of conformity is presumed to have existed at the time of delivery, unless proved otherwise and unless that presumption is incompatible with the nature of the product.

6.6 If, after examining the product, we conclude that the damage was caused by misuse after delivery, we will explain this to you in writing and provide reasons. You may provide additional information, request a second review and, in any event, use the complaint channels in section 12.

7. Damage during transport

7.1 The risk of loss of or damage to the order remains with Vivabioma until you, or a person designated by you, physically receives the product.

7.2 We recommend checking the package when you receive it. If it shows clear signs of damage, you may refuse it and state the reason to the carrier.

7.3 If you accept it and notice the damage later, contact us as soon as possible. Photographs of the package and contents help us manage the claim with the carrier, but not having them does not prevent you from exercising your rights.

7.4 In either case, we will send you a replacement product at no cost or, if you prefer, refund the amount paid.

8. Order not delivered or lost

8.1 If the kit has not arrived within 15 calendar days of order confirmation, write to us at info@vivabioma.com and we will open an investigation with the carrier.

8.2 Once non-delivery is confirmed, we will send you a new kit at no cost.

8.3 If you prefer not to receive a replacement shipment, you may terminate the contract and we will refund the full amount paid.

8.4 As a general rule, if we have not delivered the order within the agreed period or, where no period has been agreed, within 30 calendar days of the contract being concluded, you may require us to deliver within an additional reasonable period and, if we still fail to do so, terminate the contract with a full refund.

8.5 If the sample is lost on the return journey using the authorised carrier and label, after you provide evidence that it was correctly handed over, the repeat is free of charge in accordance with the Information Update and Sample Repeat Policy.

9. Shipping and timeframes

9.1 Once payment has been confirmed, the kit is normally prepared and dispatched within 2 to 4 business days and is usually delivered within 2 to 5 business days, depending on the destination.

9.2 Return shipping of the sample to the laboratory is included provided that the purchase and return take place from the same country. If this is not the case, contact us before sending it: costs or restrictions may apply, and the international transport of biological samples is subject to specific regulations and customs controls.

9.3 Results are usually available within 4 to 6 weeks from receipt of a valid sample at the laboratory.

9.4 The timeframes in this section are estimates based on our usual operations and may vary due to volume, quality controls, destination or logistics incidents, unless the product page expressly states that they are maximum timeframes. We will inform you of any significant delay. Section 8.4 applies in all cases.

9.5 You have 12 months from purchase to register the kit and send the sample, and in all cases before the expiry date printed on the material, in accordance with the Legal Terms.

10. Kits purchased from distributors or retailers

10.1 If you purchased the kit from an authorised distributor or retailer, the product return is handled with the seller under its own policy, as the sales contract was concluded with that seller.

10.2 This does not affect the analysis service, kit activation or the rights that this Policy and the Legal Terms grant you against Vivabioma in relation to the service.

10.3 If you are unsure who to contact, write to us and we will guide you.

11. Sample already sent and analysis started

11.1 Once the kit has been unsealed and the sample sent, returning the material is no longer possible, but your rights remain unaffected.

11.2 If the sample does not meet the minimum quality criteria, the Information Update and Sample Repeat Policy applies, providing for a free repeat and, where applicable, a refund.

11.3 If a delay or inability to issue results is attributable to us, you may terminate the contract in accordance with consumer law and we will refund amounts paid for services not provided.

12. Complaints

12.1 If you are not satisfied with the outcome of your return, write to us at info@vivabioma.com and we will review your case.

12.2 As a consumer, you may apply to Consumer Arbitration Boards, mediation or arbitration bodies in your country, or the competent European Consumer Centre. We keep the available alternative dispute resolution channels up to date on the Website.

13. Validity and amendments

13.1 This Policy has a version code and date. Each order is governed by the version in force at the time of purchase, unless a later version is more favourable to you.

13.2 You may request the version history at info@vivabioma.com.

13.3 For any questions: info@vivabioma.com.