Refund policy

Version 3. Updated: 16th October 2026

Summary

Before we dispatch your kit: if you change your mind, we will refund you in full.
After we dispatch your kit: if you change your mind within 28 days of receiving it, and you have not sent us a sample, we will refund you less £20 and any delivery charge you paid.
Once you have sent us your sample: contact us straight away. If it has not reached our lab, we will refund you less £20 and any delivery charge you paid. Once it arrives at our lab, we start work on it straight away, so it cannot be cancelled or refunded.
If we cannot analyse your sample: we will send you a free replacement kit or refund you. If the kit instructions were clearly not followed, a replacement kit costs £20, or you can have a refund less £20.
Kits expire six months after dispatch. We will email you before your kit expires. We cannot refund an expired kit.

None of this affects your legal rights if something is faulty or not as described.

Changing your mind after we dispatch your kit

Each kit carries a unique QR code linked to your order. That means we cannot reuse a kit once it has left our lab, even if it is unopened, so you do not need to send it back.

The £20 covers what the kit costs us: £15 for the kit and £5 to post it to you. It is not a penalty. If you paid a delivery charge, we deduct that too.

Once you have sent us your sample

If you change your mind after posting your sample, contact us straight away. If your sample has not yet reached our lab, we will cancel your order and refund you less £20 and any delivery charge you paid.

Once your sample arrives at our lab, we start work on it straight away, so from that point we cannot cancel your order or refund the test.

If your sample cannot be analysed

Sometimes a sample cannot be analysed. If this happens, we will send you a replacement kit free of charge or refund you in full if you would prefer.

The exception is where the kit instructions were clearly not followed. In that case we will explain what went wrong, and you can choose to pay £20 for a replacement kit or have a refund less £20 and any delivery charge you paid. If you think we have got it wrong, tell us and we will look again.

If your kit expires

Kits are valid for six months from dispatch. After that the collection materials degrade and we cannot process your sample. We will email you before your kit expires. We cannot refund an expired kit.

Your legal rights

If a kit or test is faulty, not as described, or not carried out with reasonable care and skill, you have rights under the Consumer Rights Act 2015. This policy does not limit those rights.

How to ask for a refund

Email hello@tota.bio with your order number and tell us what you would like us to do. We will reply within three working days. Where a refund is due, we will pay it to the card or account you paid with, within 14 days.

If you are unhappy with how we have handled your refund, section 14 of our Terms of Service explains how to complain.