GENETIC BEAUTY LAB

Refund & Cancellation Policy

Version 2.0
Last Updated: 23 May 2026

IMPORTANT: Please read this Refund & Cancellation Policy carefully before purchasing any Genetic Beauty Lab product or service.

By purchasing, accessing, or using any Genetic Beauty Lab service, you acknowledge and accept the terms outlined within this policy.

In this document, references to “Genetic Beauty Lab”, “we”, “us”, or “our” refer to Genetic Beauty Lab, a trading name of Biovance Group Ltd.

1. General Policy

At Genetic Beauty Lab, we aim to provide transparency regarding cancellations, refunds, consultations, and wellness testing services.

This policy should be read alongside our:

  • Terms & Conditions;
  • Privacy Policy;
  • Medical Disclaimer;
  • Consultation Terms;
  • Informed Consent documentation.

Nothing within this policy affects your statutory rights under UK consumer law.

2. Wellness Testing Kits

Due to the personalised and hygiene-sensitive nature of wellness testing kits, testing kits become non-refundable once:

  • ordered on your behalf from our third-party supplier or laboratory partner;
  • dispatched;
  • opened;
  • used;
  • activated;
  • submitted for processing.

This policy is intended to comply with the Consumer Contracts Regulations 2013, including exemptions relating to personalised and hygiene-sensitive products.

If you wish to cancel an order before a kit has been ordered or dispatched, please contact us as soon as possible.

Where cancellation is possible before ordering or dispatch, a refund may be issued.

No refund will be issued where:

  • a kit is unused but not returned;
  • a sample is not submitted;
  • a sample is submitted incorrectly;
  • a sample becomes invalid due to user error;
  • instructions are not followed correctly;
  • insufficient sample material is provided.

It is your responsibility to carefully follow all instructions provided with your wellness testing kit.

3. Damaged or Faulty Kits

If your wellness testing kit arrives damaged or faulty, please contact us within 48 hours of delivery.

Where possible, please provide:

  • photographs;
  • order details;
  • a description of the issue.

We may liaise with our third-party supplier or laboratory partner to arrange replacement where appropriate.

4. Consultations

Consultation appointments are reserved specifically for each client.

Where possible, we ask clients to provide reasonable notice if they are unable to attend a scheduled consultation.

Consultations cancelled with insufficient notice or missed without notice may be forfeited.

No refund will necessarily be issued for:

  • missed consultations;
  • no-shows;
  • repeated late cancellations;
  • consultations terminated due to inappropriate conduct.

If you arrive late to a consultation, the consultation may still end at the originally scheduled time.

Where Genetic Beauty Lab needs to reschedule a consultation, we will make reasonable efforts to arrange an alternative appointment.

5. Digital Services & 14-Day Cancellation Rights

By purchasing any Genetic Beauty Lab service, you expressly request and consent to the service beginning before the end of the standard 14-day cancellation period under the Consumer Contracts Regulations 2013.

You acknowledge that:

  • personalised services may begin shortly after purchase;
  • wellness testing kits may be ordered or dispatched promptly;
  • consultation scheduling and preparation may commence immediately.

Where services have begun, your cancellation rights may be reduced or lost in accordance with applicable UK consumer law.

6. Refund Processing

Where refunds are approved, refunds will normally be processed using the original payment method.

Refund processing times may vary depending on:

  • payment providers;
  • banking providers;
  • third-party systems.

We reserve the right to request reasonable information before processing any refund request.

7. Non-Refundable Circumstances

To the fullest extent permitted by law, refunds may be refused where:

  • services have already commenced;
  • consultations have already taken place;
  • wellness testing kits have been ordered or dispatched;
  • laboratory processing has begun;
  • samples have already been submitted;
  • user error has caused invalid testing;
  • these Terms or other website policies have been breached.

8. No Guarantee of Outcomes

Genetic Beauty Lab does not guarantee:

  • skincare outcomes;
  • wellness improvements;
  • anti-ageing results;
  • product compatibility;
  • satisfaction with recommendations;
  • specific outcomes from wellness testing or consultations.

Individual outcomes vary significantly depending on genetic, environmental, lifestyle, and personal factors.

Refunds will not necessarily be provided based solely on dissatisfaction with outcomes or expectations.

9. Chargebacks & Payment Disputes

If you experience an issue relating to your purchase, we encourage you to contact us directly before initiating a payment dispute or chargeback.

Genetic Beauty Lab reserves the right to dispute unjustified chargebacks and provide supporting documentation to payment providers where necessary.

10. Limitation of Liability

To the fullest extent permitted by law, Genetic Beauty Lab shall not be liable for:

  • indirect loss;
  • consequential loss;
  • dissatisfaction with outcomes;
  • laboratory delays;
  • third-party supplier issues;
  • postal delays;
  • invalid testing caused by user error.

Our total liability relating to any purchase shall not exceed the amount paid for the relevant product or service.

Nothing within this policy excludes liability that cannot legally be excluded under English law.

11. Governing Law

This policy is governed by the laws of England and Wales.

12. Contact Information

For refund requests, cancellations, or queries regarding this policy, please contact:

Genetic Beauty Lab
A trading name of Biovance Group Ltd
Company Number: 17135820
Email: geneticbeautylab@gmail.com
Website: www.geneticbeautylab.com

We aim to respond to enquiries within a reasonable timeframe.

13. Checkout Summary Wording

The following wording may be displayed on checkout or purchase pages.

Important Purchase Information

Before completing your purchase, please note:

  • Wellness testing kits become non-refundable once ordered or dispatched on your behalf.
  • Consultations cancelled with insufficient notice may be forfeited.
  • By purchasing, you consent to your service beginning before the end of the statutory 14-day cancellation period.
  • Please review our Refund Policy, Terms & Conditions, Privacy Policy, and Medical Disclaimer before purchasing.

Genetic Beauty Lab
Personalised Wellness, Rooted in Science

Important Note

This Refund & Cancellation Policy is designed to support the operational and legal structure of a wellness consultancy business operating within the United Kingdom.

Independent legal review is recommended prior to commercial launch or scaling.