When you can cancel, return or get a refund, and how to ask. This policy forms part of our Terms & Conditions.
Where the Electronic Communications and Transactions Act (ECTA) applies, you may cancel an online order for physical goods within 7 days of delivery without giving a reason, and receive a refund of the price less the direct cost of returning the goods. This right does not apply to goods or services that have been used, consumed, unsealed, or made or personalised specifically for you.
If your order has not yet shipped, you may cancel it for a full refund. Once a kit has shipped, it may be returned only if it is unopened and its sterile seal is intact, within 7 days of delivery. Opened or activated kits cannot be returned for hygiene and integrity reasons.
Bloodwork, DNA analysis, IV infusions and clinician time are services that are consumed on delivery and are non-refundable once performed or once your sample has been processed. If you cancel a booked appointment with at least 48 hours notice, we will reschedule or refund any prepaid amount; later cancellations may incur a fee.
If an item arrives damaged, faulty or not what you ordered, tell us within 7 days and we will repair, replace or refund it in line with the Consumer Protection Act. Nothing in this policy limits your statutory rights.
Memberships are billed on a recurring basis and can be paused or cancelled for future cycles at any time from your account or by contacting us. Fees already charged for the current cycle are not refunded, but you keep access for the period you have paid for.
Approved refunds are made to your original payment method through PayFast, normally within 5 to 10 business days of approval. The time it takes to reflect depends on your bank.
Email info@bio-code.co.za with your order number and what you would like to do. We will confirm the outcome and next steps.
See also our Terms & Conditions and Privacy Policy.