Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at support@alyxbio.com. Please note that returns will need to be sent to the following address: PO BOX 160547, Austin, TX 78716. 

If your return is accepted, we’ll send you instructions on where to send your package. Items sent back to us without first requesting a return will not be accepted. Approved returns must be shipped within fourteen (14) days of receiving return authorization from ALYXBIO. Returns received after that period may be refused.

You can always contact us for any return question at support@alyxbio.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions

The following items and services are not eligible for return, exchange, or refund:

• Any testing kit that has been opened, activated, registered, used, damaged, or altered after delivery.
• Any testing kit for which a biological specimen has been collected, submitted, or returned to a laboratory.
• Any laboratory testing service that has been initiated, performed, completed, or reported.
• Any test results, reports, interpretations, digital content, educational materials, or other services that have already been delivered or made available to the customer.
• Any product or service purchased as part of a promotional offer, special discount, clearance sale, or other designation marked as non-refundable, unless required by applicable law.
• Gift cards, prepaid memberships, and subscription fees already incurred for the current billing period.
• Any item returned without prior authorization or in violation of this Return Policy.

Once a specimen has been collected, submitted, mailed, or received by the laboratory, the order is considered substantially fulfilled and is no longer eligible for cancellation, return, exchange, chargeback, or refund.

If a testing kit arrives damaged, defective, or incomplete, please contact us within fourteen (14) days of delivery. We may, at our sole discretion, replace the kit or provide another appropriate remedy.

For quality assurance, safety, regulatory, and public health reasons, biological specimens and laboratory testing services cannot be returned once submitted for processing.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

This right does not apply once a testing kit has been opened, a specimen has been collected or submitted, or laboratory testing services have commenced, to the extent permitted by applicable law.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. Original shipping charges are non-refundable unless the return is due to an error by ALYXBIO or a defective product.

If a specimen is lost, damaged, or rendered unsuitable for testing during transit or processing, ALYXBIO may, at its sole discretion, provide a replacement kit, recollection opportunity, or other appropriate remedy. Refunds are not guaranteed in such circumstances.

ALYXBIO reserves the right to deny any return, refund, or exchange request that does not comply with this policy.

If more than 15 business days have passed since we’ve approved your return, please contact us at support@alyxbio.com.