Returns, Shipping, and Substitution Policy

GENELINK, S.L. (brand name «Vivabioma»), NIF B98649494, calle Arquitecto Mora 5, piso 2, puerta 4, 46010 Valencia, Spain · info@vivabioma.com · Phone: +34 960 090 596.

This Policy is part of the contract along with the Legal Terms, the Informed Consent, and the Information Update and Sample Re-testing Policy, and is accessible on the Website before contracting. It explains how to return an order, what happens if the product arrives defective or damaged, what shipping times we handle, and how refunds are processed.

Nothing provided herein limits the rights that consumer regulations grant you. If any condition of this Policy is less favorable than the law, the law prevails.

• You have 14 calendar days to withdraw from the contract without giving any reasons, with the legal exceptions in section 3.
• Your order may include a physical good, logistics, analysis, and digital content. Each component retains its own regime: an exception applicable to one does not automatically extend to the others.
• If you withdraw validly, we will refund you what is due without penalties or management fees.
• If the product arrives defective or damaged in transit, the replacement and shipping costs are on us.
• If the kit does not arrive, we will send you a new one free of charge.
• Once the kit has been opened, it cannot be returned for hygiene reasons, but this does not affect the legal warranty or the repeat policy if the sample does not yield results.

2.1 Write to us at info@vivabioma.com indicating your name, order number, and reason. You can also use the withdrawal form in Annex I of the Legal Terms, the online withdrawal function when enabled in your account, or any unequivocal statement.

2.2 We will confirm receipt of your request, with its content, date, and time, on a durable medium, and we will tell you how to proceed with the return shipment when necessary.

2.3 We recommend you keep the proof of purchase, although it is not essential: we can locate your order with your account details.

2.4 When you need to return the product to us, pack it so that it arrives protected. It is not essential that you use the original box.

3.1 Order components. An order may integrate the physical kit, round-trip logistics, analysis service, and digital content. Each component retains its corresponding legal regime.

3.2 Term. You have 14 calendar days to withdraw without needing to justify your decision. For the kit, the term begins when you acquire physical possession; for services, the day of contracting; and for digital content, according to applicable law.

3.3 Legal exceptions. The right of withdrawal does not apply:

• To collection material once unsealed, as it is a sealed good not suitable for return for health and hygiene protection reasons.
• To a service fully performed, provided that the performance had begun with your prior express consent and with your acknowledgment that you would lose the right upon completion.
• To digital content not supplied on a material medium whose performance has begun with your prior express consent, your acknowledgment of the loss of the right, and the corresponding contractual confirmation.

3.4 Scope of hygiene exception. Unsealing affects the opened physical component and does not on its own eliminate withdrawal from analysis that has not yet begun or from digital content not yet started. Nor does it affect the conformity guarantee.

3.5 Service already started but not completed. If you expressly requested that we begin during the withdrawal period and you withdraw before full performance, you may owe the proportional part effectively rendered, calculated on the total price or on the informed breakdown. Nothing will be charged if such information or express request was missing.

3.6 Product condition. You may open the outer packaging and examine the contents as you would in a store. You are only liable for the diminution in value resulting from handling other than what is necessary to ascertain the nature, characteristics, and functioning of the product. We do not condition the return on you keeping the original box or case.

3.7 Product return. If the kit remains sealed, return it within a maximum of 14 days from when you notify us of your withdrawal.

4.1 If you validly withdraw, we will refund all payments received that correspond, including standard shipping costs where applicable, without applying any penalty or management fees.

4.2 The refund will be made within a maximum of 14 calendar days from the time we are aware of your decision, using the same payment method you used, unless you agree otherwise with us. It will not incur any cost for you.

4.3 In the case of returning goods, we may withhold the refund corresponding to the goods until we receive them or until you provide proof of shipment, whichever occurs first.

4.4 If you chose a delivery option more expensive than the standard one, the shipping refund will be limited to the cost of standard delivery.

4.5 The direct costs of the return will be borne by you when we have informed you of this before contracting, unless the product is defective or we have assumed these costs.

5.1 In addition to the aforementioned legal right, and entirely voluntarily, we accept the return of unused kits up to 30 calendar days from receipt of the order.

5.2 This commercial window is in addition to your legal rights, which are in no way affected, and is subject to these conditions: the kit must be sealed and in resalable condition, return costs are your responsibility, and a deduction of €50 will be applied for management and logistics expenses already incurred.

5.3 If your request falls within the legal withdrawal period mentioned in section 3, it will be processed in accordance with that section and without any deduction, even if you invoke this section 5.

6.1 The kits are covered by the legal guarantee of conformity. In Spain, the period is three years from delivery; in other territories, the corresponding mandatory law applies.

6.2 If the product shows an anomaly, write to us at info@vivabioma.com as soon as you notice it, describing it. We appreciate you attaching a photograph as it speeds up the process, but it is not a requirement for us to handle your claim.

6.3 You may choose between replacement and repair, unless the chosen option is impossible or disproportionate. If neither of them resolves the lack of conformity, or if they are not carried out within a reasonable period and without major inconvenience, you may request a price reduction or termination of the contract.

6.4 Replacement and all associated shipping costs, both outgoing and return, are at our expense.

6.5 During the legally provided period, the lack of conformity is presumed to have existed at the time of delivery, unless proven otherwise and unless this presumption is incompatible with the nature of the product.

6.6 If, after examining the product, we determine that the damage was caused by improper use after delivery, we will explain it to you in writing and with justification. You may provide additional information, request a second review, and, in any case, resort to the complaint channels in section 12.

7.1 The risk of loss or damage to the order shall pass to Vivabioma until you or a designated person takes physical possession of the product.

7.2 We recommend that you inspect the package upon receipt. If it shows obvious signs of damage, you may refuse it, stating the reason to the carrier.

7.3 If you accept it and notice the damage later, please inform us as soon as possible. Photographs of the package and its contents help us manage the claim with the carrier, but their absence does not prevent you from exercising your rights.

7.4 In either case, we will send you a replacement product at no cost or, if you prefer, we will refund the amount.

8.1 If the kit has not arrived within 15 calendar days from the order confirmation, please write to us at info@vivabioma.com and we will open a case with the carrier.

8.2 Once non-delivery is confirmed, we will send you a new kit at no cost.

8.3 If you prefer not to receive a new shipment, you may terminate the contract and we will refund you the full amount paid.

8.4 In general, if we have not delivered the order within the agreed timeframe or, in the absence of an agreement, within 30 calendar days from the contract, you may ask us to do so within a reasonable additional period and, if it is not met either, terminate the contract with a full refund.

8.5 If the sample is lost on its return journey with the authorized carrier and label, after you have verified its correct delivery, the repeat is free of charge in accordance with the Information Updates and Sample Repeats Policy.

9.1 Upon confirmation of payment, the kit is prepared and normally dispatched in 2 to 4 business days and is usually delivered between 2 and 5 business days, depending on the destination.

9.2 The return shipment of the sample to the laboratory is included as long as the purchase and return are made from the same country. If not, write to us before sending it: costs or restrictions may apply, and the international transport of biological samples is subject to specific regulations and customs controls.

9.3 Results are usually available between 4 and 6 weeks from the receipt of a valid sample at the laboratory.

9.4 The deadlines in this section are estimates based on our usual operations and may vary due to volume, quality controls, destination, or logistical incidents, unless the product sheet expressly qualifies them as maximums. We will inform you of any relevant delay. The provisions in section 8.4 apply in all cases.

9.5 You have 12 months from purchase to register the kit and send the sample, and in any case before the expiry date printed on the material, in accordance with the Legal Terms.

10.1 If you purchased the kit from an authorized distributor or retailer, product returns are managed with the seller according to their own policy, as the sales contract was entered into with them.

10.2 This does not affect the analysis service, kit activation, or the rights that this Policy and the Legal Terms grant you against Vivabioma in relation to the service.

10.3 If you have doubts about who to contact, write to us and we will guide you.

11.1 Once the kit has been unsealed and the sample sent, the return of the material is no longer possible, but your rights remain intact.

11.2 If the sample does not meet the minimum quality criteria, the Policy for information updates and sample re-testing applies, which provides for re-testing at no cost and, where applicable, a refund.

11.3 If the delay or impossibility of issuing results is attributable to us, you may terminate the contract in accordance with consumer regulations and we will refund you for what has been paid and not rendered.

12.1 If you do not agree with the resolution of your return, write to us at info@vivabioma.com and we will review your case.

12.2 As a consumer, you may resort to Consumer Arbitration Boards, mediation or arbitration bodies in your country or the competent European Consumer Centre. We keep the alternative dispute resolution channels updated on our website.

13.1 This Policy has a version code and date. The version in effect at the time of purchase applies to each order, unless a subsequent version is more favorable.

13.2 You can request the version history at info@vivabioma.com.

13.3 For any questions: info@vivabioma.com.