These Terms and Conditions govern your use of our services and your purchase of our gut microbiome testing kits and related services. By accessing or using our services, you agree to these terms. If you do not agree, please refrain from using our services.
We provide at-home gut microbiome testing kits along with laboratory analysis and personal reports. These services are for informational and wellness purposes only and are not intended to diagnose, treat, or prevent any medical conditions.
All supplement orders are personally formulated for the individual at the time of order. Please allow up to 5 working days from the date of order for your supplements to be formulated and prepared for dispatch. Once dispatched, all parcels will be sent using a tracked delivery service.
Where two supplements are ordered together, they will be formulated and shipped together in the same parcel, where possible. All parcels are tracked, and tracking information will be provided once the order has been dispatched.
Our replacement policy allows 10 working days from the date of order for an order to be received. If your order has not been received after this period and the available tracking information is insufficient to confirm delivery, we will provide a free replacement of the original order.
GutMapDx operates under stringent laboratory quality-control procedures and endeavours to process all samples under the appropriate conditions required for accurate and reliable testing. Our laboratory operates to ISO and UKAS-accredited standards, maintaining rigorous protocols relating to sample handling, processing, testing and quality assurance.
Despite these controls, on occasion a sample may be deemed unsuitable for testing or may fail quality-control criteria. A laboratory sample failure does not necessarily indicate an error by the laboratory and may result from a number of factors relating to the sample itself, including collection, quantity, contamination, stability, storage, transport, timing, or other pre-analytical or analytical factors.
A pre-test failure refers to a sample being identified as unsuitable or not meeting the required criteria before testing can be completed. This may include, for example, insufficient sample volume, inappropriate collection, contamination, incorrect sample type, compromised sample integrity, or failure to meet required transport or storage conditions.
A post-test failure refers to an issue identified during or following the testing process whereby the laboratory’s quality-control procedures determine that the result cannot be released with the required level of confidence or that the sample/result does not meet the laboratory’s quality standards. In such circumstances, the laboratory may require a repeat sample or further testing where appropriate.
Our laboratory will always endeavour to test samples wherever possible and will apply the appropriate quality-control procedures to ensure that results are only released where the sample and testing conditions meet the required standards. Where a sample does not meet the required criteria, the laboratory reserves the right not to release a result where doing so could compromise the accuracy, reliability or integrity of the testing.
Where a laboratory test fails, including but not limited to a pre-test or post-test sample failure, this does not extend, restart, pause or otherwise alter the 28-day refund period.
The 28-day refund period is calculated from the original date of purchase, regardless of whether a pre-test or post-test failure occurs during this period or whether a replacement kit, repeat sample or repeat testing is subsequently provided.
A laboratory test failure does not constitute a return or cancellation of the original purchase and does not create a new 28-day refund period in respect of any replacement kit or repeat testing.
Where a repeat sample is required due to a laboratory failure, GutMapDx will endeavour to facilitate the repeat testing process according to its replacement policy. All of which is done free of charge. This does not affect or extend the original refund period.
If your test kit has not been received within 5 working days from the day we posted this out, we will send a replacement free of charge. For international orders it is 10 working days.
During festive periods or promotional offer periods, the replacement UK window extends to 10 working days. For international orders the window extends to 15 working days.
Refunds won’t be issued if your testing kit has been received in the laboratory
We strive to deliver test results within the estimated timeframe communicated at purchase. Our average turnaround rate is met in over 99% of cases. However, delays may occasionally occur due to factors beyond our control, such as:
In such cases, we will inform you promptly and do our best to resolve the issue as quickly as possible.
Our reports provide insights into your gut microbiome and are intended for general informational and wellness purposes. They are not a substitute for professional medical advice. Always consult a qualified healthcare provider before making health or dietary changes based on your results.
By purchasing and using our kit, you agree to:
Please allow for 10 working days for delivery. Once ordered a tracking link will be provided. Once the test has been completed an international return shipping is available via the following options:
All customers must complete the International Shipping Form prior to arranging shipment:
https://portal.gutmapdx.com/samplereturn
Once the form has been submitted, the request will be reviewed by the Operations Team.
A member of the team will contact you within 48 hours with the next steps and shipping instructions.
A prepaid courier label will be provided by email provided on the shipping form.
Customers are responsible for printing the label and securely attaching it to the return envelope/package.
If the courier collection is missed due to customer unavailability and a replacement/reprinted courier label is required,
a £50 administrative and courier charge will apply before a new label can be issued and the shipment reprocessed.
Failure to follow the provided shipping instructions may result in delays to the return and processing of your sample.
We are committed to protecting your personal and biological data. We process your data in compliance with the UK General Data Protection Regulation (UK GDPR) and the EU General Data Protection Regulation (EU GDPR) where applicable.
We collect and process the following data:
We use your data to:
We store your data securely using industry best practices. Biological samples are anonymized and stored only as long as necessary to fulfil our services or as legally required.
We do not share your data with third parties without your explicit consent, unless required by law.
We reserve the right to amend these Terms and Conditions at any time. Any updates will be posted on our website with an updated “Last Updated” date. Continued use of our services constitutes acceptance of the revised terms.
By working with us, you agree to the following terms regarding conduct and communication:
This policy is in place to protect the wellbeing of our staff and to maintain a high standard of professionalism across all our partnerships. We are committed to resolving issues fairly and constructively, and we ask the same in return.
For any questions about these Terms, returns, or data privacy matters, please contact us at:
Email: info@gutmapdx.com
