Refund & Returns Policy

Your satisfaction matters to us. If something is wrong with your order, we want to make it right. The terms below explain how returns and refunds work for our microbiome test kits and living, perishable ferments.

If a microbiome test kit arrives damaged, incomplete, or with an activation issue, contact us and we will help with a replacement or other appropriate support. Because test kits involve lab processing, sample handling, and unique kit identifiers, refund options may be more limited once a kit has been used, registered, or processed by the lab.

For food-safety reasons, our raw, live-culture ferments cannot be returned once they have been delivered. If your order arrives damaged, spoiled, or incorrect, contact us within 7 days of delivery with a photo and we will make it right with a replacement or refund.

Use our contact form with your order number and a short description of the issue. We aim to respond within 1–2 business days. Where a return is needed for a non-food item, we will share return instructions and confirm who covers return shipping before anything is sent back.

Approved refunds are returned to your original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or card issuer.

Because we ship perishable products quickly, there is only a short window to change or cancel an order before it ships. Contact us as soon as possible and we will do our best to help before your order leaves us.