Returns, Refunds & Cancellations

We hope you are delighted with your Genefluence order. However, we understand that there may be occasions when you need to return a product, report a problem or cancel a subscription.

This policy applies to purchases made directly through genefluence.com.

Changing your mind

You may cancel an eligible order within 14 days of receiving it.

To request a return, please contact us at customer.service@genefluence.com within 14 days of delivery, quoting your order number and the reason for your request.

After notifying us, you must return the eligible products within a further 14 days.

Products must be:

• unused;

• unopened;

• in their original packaging;

• in a resaleable condition; and

• returned with all components originally supplied.

Unless the product is faulty, damaged or incorrect, you will be responsible for the cost of returning it. We recommend using a tracked postal service, as we cannot be responsible for items lost in transit.

Please do not send a return without contacting us first.

Skincare and hygiene-sealed products

For health, hygiene and product-safety reasons, we cannot accept a change-of-mind return for skincare products once their protective seal or original packaging has been opened, broken or removed.

This includes opened or used:

• MIA+ serum bottles;

• serum refill sachets;

• individual replacement serums; and

• other sealed skincare or cosmetic products.

This does not affect your rights where a product is faulty, damaged, unsafe or not as described.

MIA+ Serum Discovery Set

The MIA+ Serum Discovery Set contains sealed skincare products and a DNA collection kit. For hygiene, safety and quality-assurance reasons, the complete Discovery Set is protected by a tamper-evident seal before dispatch.

You may return the Discovery Set within 14 days of receiving it provided that:

• the tamper-evident seal remains completely intact;

• the Discovery Set is unused;

• the product remains in its original packaging;

• all components originally supplied are included; and

• the product remains in a resaleable condition.

Once the tamper-evident seal has been broken, removed or otherwise compromised, we cannot accept the Discovery Set for return or refund unless it is faulty, damaged or not as described.

This is because the Discovery Set contains cosmetic products and a DNA collection kit that cannot be safely resold once the integrity of the seal has been compromised.

We cannot accept the return of a used DNA collection device or any item containing a biological sample.

This does not affect your statutory rights in relation to faulty, damaged or incorrectly supplied products.

Damaged, faulty or incorrect products

Please inspect your order when it arrives.

Contact us as soon as possible if your order is damaged, defective, incomplete or incorrect. Please include:

• your order number;

• a description of the problem; and

• clear photographs where relevant.

Where appropriate, we will offer a replacement, refund or other remedy in accordance with your statutory rights.

Please do not dispose of a damaged or faulty product until we have confirmed whether it needs to be returned.

Delivery problems

Please contact us promptly if your order:

• has not arrived;

• appears to have been lost in transit;

• has arrived with missing items; or

• has been delivered to an incorrect address.

We will investigate the delivery with the relevant carrier.

We cannot normally provide a refund where an incorrect or incomplete delivery address was entered at checkout and the order has already been dispatched. We will nevertheless do our best to help recover or redirect the parcel where possible.

Subscription refills

You may cancel your MIA+ refill subscription at any time through your customer account or by contacting us at customer.service@genefluence.com.

Cancelling your subscription prevents future subscription orders from being generated. It does not automatically cancel or refund an order that has already been processed, charged or dispatched.

To avoid being charged for your next refill, please cancel before the next scheduled billing date shown in your account.

If a subscription order has already been processed but has not yet been dispatched, contact us immediately. We will try to stop it, although we cannot guarantee that cancellation will still be possible.

Once a refill order has been delivered, the standard returns conditions in this policy apply. Refill sachets must remain unopened, unused and in their original sealed packaging to qualify for a change-of-mind return.

Refunds

Once we receive and inspect your return, we will let you know whether the refund has been approved.

Approved refunds will be made to the original payment method. We aim to process them promptly and no later than 14 days after receiving the returned goods or satisfactory evidence that they have been sent back.

For an eligible cancellation, we will refund the standard delivery charge paid for the original order. Any additional amount paid for an enhanced or express delivery service will not normally be refunded.

We may reduce a refund if returned products show handling, use or damage beyond what would reasonably be necessary to inspect them.

Your bank or card provider may take additional time to show the refund in your account after we have processed it.

Return postage

If you are returning an item because you have changed your mind, you are responsible for the return postage costs.

If an item is faulty, damaged or incorrect, we will provide appropriate return instructions and reimburse reasonable return costs where applicable.

Returns should be sent only after contacting us and receiving the relevant instructions.

Return address:

[GENEFLUENCE RETURNS ADDRESS]

Products that cannot be returned

Except where faulty, damaged or not as described, we cannot accept returns of:

• MIA+ Serum Discovery Sets with a broken, removed or compromised tamper-evident seal;

• opened, used or unsealed skincare products;

• opened or used serum refill sachets;

• used DNA collection kits;

• biological samples;

• products that have been personalised or prepared specifically for you;

• products that are no longer in a resaleable condition; or

• gift cards.

Exchanges

We do not currently offer direct exchanges.

Where a return is eligible, we will issue a refund and you may place a new order for the preferred product.

How to contact us

To request a return, report a problem or ask a question about this policy, contact:

Email: customer.service@genefluence.com
Order information required: Your name and order number

Please do not send products to our registered office or manufacturing partner unless we have specifically instructed you to do so.

Your statutory rights

Nothing in this policy limits or excludes any rights you have under applicable consumer law.

Last updated: 17 July 2026