Returns, shipping, and substitution policy

GENELINK, S.L. (trademark «Koko Genetics»), NIF B98649494, Arquitecto Mora street 5, floor 2, door 4, 46010 Valencia, Spain · info@kokogenetics.com · Telephone: +34 960 090 596.

This Policy forms part of the contract along with the Legal Terms, Informed Consent, and the Information Updates and Sample Repetition Policy, and is accessible on the Web 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 reimbursement is made.

None of the provisions herein limit the rights that consumer regulations grant you. If any condition of this Policy were less favorable than the law, the law prevails.

1. Summary of your rights

• You have 14 calendar days to withdraw from the contract without giving any explanation, with the legal exceptions in section 3.
• Your order may integrate a physical good, logistics, analytics, and digital content. Each component retains its own regime: an exception applicable to one does not automatically extend to the others.
• If you validly withdraw, we will refund what is owed 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 at no cost.
• Once the kit is unsealed, it can no longer be returned for hygiene reasons, but this does not affect the legal warranty or the returns policy if the sample does not yield results.

2. How to start a return

2.1 Write to us at info@kokogenetics.com stating your name, order number, and reason. You may 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 keeping your proof of purchase, although it is not essential: we can locate your order using 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. Withdrawal: term, form, and exceptions

3.1 Order components. An order may include 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 its material possession; for services, the day of the contract; and for digital content, according to applicable law.

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

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

3.4 Scope of the hygiene exception. Unsealing affects the opened physical component and does not in itself eliminate withdrawal from analysis not yet commenced or from digital content not yet started. Nor does it affect the guarantee of conformity.

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 provided, calculated on the total price or on the reported breakdown. Nothing will be charged if that information or express request was missing.

3.6 Product status. You may open the outer packaging and examine the contents as you would in a store. You are only liable for any diminished value resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the product. We do not make the return conditional 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. Refunds

4.1 If you validly withdraw, we will refund all payments received from you that correspond, including standard delivery charges where applicable, without penalty or administrative charges.

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

4.3 In the return of goods, we may withhold the refund corresponding to the item until we receive it or until you provide proof of shipment, whichever comes first.

4.4 If you chose a delivery method more expensive than standard, the shipping refund is limited to the cost of standard delivery.

4.5 The direct costs of returning the product are borne by you when we have informed you of this before entering into the contract, unless the product is defective or we have assumed these costs ourselves.

5. Extended trade-in

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

5.2 This commercial warranty is in addition to your statutory 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 at your expense, and a deduction of €50 will be applied for management and logistics expenses already incurred.

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

6. Defective product or one that does not match what was ordered

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

6.2 If the product shows an anomaly, write to us at info@kokogenetics.com as soon as you notice it, describing it. We appreciate you attaching a photograph because it speeds up the process, but it is not a requirement to address 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 is not carried out within a reasonable time and without major inconvenience, you may request a price reduction or termination of the contract.

6.4 Replacement and all associated shipping, both ways, are on us.

6.5 During the legally provided period, non-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 understand that the damage occurred due to 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. Damage incurred during transport

7.1 The risk of loss or deterioration of the order corresponds to Koko Genetics until you or a person designated by you physically receives the product.

7.2 We recommend you inspect the package upon receipt. If it shows clear 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 both cases, we will send you a replacement product free of charge or, if you prefer, we will refund the amount.

8. Order not delivered or lost

8.1 If the kit has not arrived within 15 calendar days of order confirmation, write to us at info@kokogenetics.com and we will open an incident with the carrier.

8.2 Upon confirmation of non-delivery, we will send you a new kit at no cost.

8.3 If you prefer not to receive a new shipment, you may cancel the contract and we will refund you in full what you have paid.

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

8.5 If the sample is lost in transit with the authorized carrier and label, after you credit its correct delivery, a repeat is free of charge in accordance with the Information Update and Sample Repeat Policy.

9. Shipping and deadlines

9.1 After payment is confirmed, the kit is prepared and shipped normally within 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 provided that the purchase and return are made from the same country. If not, please write to us before sending it: costs or restrictions may apply, and the international transport of animal biological samples is subject to transport, animal health, and customs regulations.

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. What is provided in section 8.4 applies 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 expiration date printed on the material, in accordance with the Legal Terms.

10. Kits acquired from distributors or retailers

10.1 If you purchased the kit from a distributor, retailer, or platform other than GENELINK, the product return is managed with that seller according to their own policy, as the sales contract was entered into with them. The offer sheet must identify the seller.

10.2 We may request the proof of purchase or the kit code to verify that it comes from an authorized channel. Forged, tampered with, duplicated, or already registered kits may be rejected for security or fraud reasons, without prejudice to any actions you may have against the responsible seller.

10.3 This does not affect the analysis service, kit activation, or the rights that this Policy and the Legal Terms grant you with respect to Koko Genetics in relation to the service.

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

11. Sample already sent and analysis initiated

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

11.2 If the sample does not meet the minimum quality criteria, the Information Updates and Resampling Policy applies, which provides for free resampling and, where applicable, reimbursement.

11.3 If the delay or inability to issue results is attributable to us, you may terminate the contract in accordance with consumer regulations and we will refund any amounts paid and not rendered.

12. Claims

12.1 If you are not satisfied with the resolution of your return, please write to us at info@kokogenetics.com and we will review your case.

12.2 As a consumer, you can turn to the Consumer Arbitration Boards, the mediation or arbitration bodies of your country, or the competent European Consumer Centre. On our Website, we keep alternative dispute resolution channels updated.

13. Validity and modifications

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 later one is more favorable.

13.2 You may request the version history from info@kokogenetics.com.

13.3 For any questions: info@kokogenetics.com.