Returns Policy

How to return a product:

Regardless of the reason, please notify us of your desire to return a product by sending an email to [email protected]. If you request a refund for your order, it will be processed using the same payment method used for the initial order.

To expedite the process, items should be returned in their original packaging, and if possible, in the same box they were shipped in. If this is not possible, we kindly request that you package the products securely to prevent any issues during the return.

A confirmation email will be sent to you upon receipt of your package and processing of your request.

Conditions for Exchanges and Returns:

The maximum period for requesting returns is 15 calendar days from the day of receiving the order. After this period, Koko Genetics will not accept returns.

For reasons of hygiene and health, Koko Genetics does not accept returns of used, opened, or unsealed products. Products that have been damaged, are missing their original packaging/box/case, or lack any components or accessories will also not be accepted.

To initiate a return, the kit must be returned to our facilities. Once the kit is received and verified by our team, the purchase amount will be refunded with a deduction of 50€ for handling and shipping fees.

For kits purchased through an authorized retailer, you should refer to the retailer's refund policy to determine if your kit is eligible for a refund.

Steps to Follow for Returns:

If you wish to return a product, please follow these instructions:

1. Contact customer service via email at: [email protected]

2. Package the product(s) in the same condition as received.

3. Once the products are received, Koko Genetics staff will inspect them, and if everything is in order, the refund will be processed, applying the previously described deduction.

The refund amount will be reimbursed through the same payment method selected by the customer at the time of placing the order.

Please note that you should keep the order invoice for any return or replacement requests.

Policy for Replacement of Defective or Damaged Products

Due to circumstances beyond our control, it is possible to receive a product with a manufacturing defect or in poor condition. We kindly request that as soon as you notice any anomalies with the product, you contact our Customer Service to report the issue. Once you get in touch with us, we will provide you with the procedure for replacing the defective product.

In the event that the reason for the return is due to product deterioration or a manufacturing defect, Koko Genetics will cover the shipping costs associated with the return.

Returns of products that have been opened or used will not be accepted unless they are damaged or defective. Returns of products that have been damaged or tampered with by the customer will not be accepted. You will need to provide a photo showing that the product is defective due to a manufacturing defect. If Koko Genetics support team determines that the product is damaged by the customer, a refund will not be issued.

Please note that you should keep the order invoice for any return or replacement requests.

Returns for Transportation Damage:

There is a possibility that the product may suffer damage during handling or transportation. In order to identify possible damage caused by transportation, Koko Genetics advises its customers to inspect the package upon receipt to identify any dents or damage to the exterior.

If the merchandise shows obvious signs of transportation damage, the customer has the right to reject the goods at the time of receipt, informing the courier of the reason for non-acceptance. If the package is accepted and the customer later realizes the damage, they should take photos of the package showing that the damage is a result of transportation.

Política de Lost Package Policy:

If the kit does not reach its destination within 15 calendar days from the purchase date, please contact our customer service ([email protected]) to report the issue so that we can verify with the shipping company what may have happened. Once we have confirmation from the shipping company that the kit has not been delivered to the recipient, we will proceed to send a new kit at no cost to the customer. If you wish to request a refund for your order, please refer to our return policy.

Shipping Policy

Once payment is made, on average, you will receive the package at the shipping address specified during the kit purchase within 2 to 5 business days.

Afterward, you will need to return the kit to us with the included sample for analysis. This return shipment to our laboratories is free of charge, provided that the purchase was made from the same country. If not, please contact our team at [email protected].