Refunds, Returns & Our Promise
If you’re not happy, for any reason, we’ll refund you — no quibble. Just email info@intolerancelab.co.uk and we’ll sort it quickly. We’d always rather give you a fast, friendly refund than leave you unhappy. That’s a promise, not the small print.
The short version
- 14 days to change your mind from the day you order — full refund, no reason needed.
- 90-day Satisfaction Promise from the day you get your report — not happy, for any reason, we refund you.
- Nothing to post back. There’s no kit, so there’s no return.
- We reply within 1 business day and usually resolve it the same day.
1. How our service works
IntoleranceLab is a service, not a boxed product. There’s no kit to wait for: once you order, we email you simple instructions. You snip around 9–10 strands of your own hair and post them to our lab in your own envelope. We analyse your sample and send you a personalised report.
Because what you’re buying is the analysis-and-report service, your cancellation rights are the ones the law gives for services bought online — explained next.
2. Changed your mind? Your 14-day cancellation right
You have the legal right to cancel for any reason within 14 days and get a full refund. This is your right under the Consumer Contracts Regulations 2013 for services bought at a distance.
- The 14 days run from the day you place your order — not from when you post your hair.
- To cancel, email info@intolerancelab.co.uk with your order number and the word “cancel”. You don’t have to give a reason, and there’s nothing to post back.
- If you cancel before you’ve posted your hair (or before we’ve started analysing it), you get a full refund — no questions asked. We’ll refund you within 14 days to your original payment method.
- Analysis can only begin once your sample reaches us. If you’d like us to start work within those 14 days rather than wait for the cooling-off period to end, just say so when you order. If you then cancel part-way through, the law lets us keep a reasonable amount for the work already done and we refund the rest. In practice, if we haven’t yet begun analysing your sample, you still get a full refund.
3. Once your report has been delivered
If you asked us to get started and we’ve fully completed the service — your report has been delivered — the statutory 14-day cancellation right has been used up, because the service is finished. That’s how the law works for completed services you agreed we could start.
But that’s not the end of the story. Our own promise goes well beyond the legal minimum: if you’re not happy for any reason, we’ll still refund you, even after we’ve started your analysis or delivered your report. Our 90-day Satisfaction Promise (section 5) keeps covering you long after your report has landed. And if there’s a problem with the service itself, section 4 applies regardless.
4. If something goes wrong with the service
Your statutory rights to a service performed with reasonable care and skill under the Consumer Rights Act 2015 always apply, on top of anything below.
- Sample lost in the post on the way to us? If your hair sample doesn’t reach our lab, we treat it as lost once 2 weeks have passed since you posted it. At that point, contact us and we’ll either send you instructions to re-send a fresh sample at no extra cost, or give you a full refund — your choice. Tip: a basic proof-of-postage from the Post Office is free and covers you if anything goes astray.
- Report not delivered, or a problem with the analysis? If you don’t receive your report when expected, or the service wasn’t carried out properly, email us. We’ll put it right by re-running the analysis or giving you a full refund — your choice.
You won’t be charged twice and you won’t be left out of pocket for a problem that wasn’t your fault.
5. Our 90-day Satisfaction Promise
We can’t promise what your report will say, and we’d never claim a hair screen can diagnose, detect or identify an intolerance or allergy — it can’t, and it isn’t a medical test. What your report does give you is a shortlist of foods worth exploring in a structured elimination trial, plus a simple plan to follow.
Our promise is about the experience and the service, not a guaranteed result. Here’s the deal, in plain English:
If you’re not happy with your IntoleranceLab experience, for any reason, email us within 90 days of getting your report and we’ll refund what you paid. No quibble.
We genuinely mean any reason — you don’t have to prove anything to us, and we won’t pick holes in why you weren’t satisfied.
To get the most out of your report, we’d always encourage you to follow your personalised elimination plan and keep a simple food-and-symptom diary as you go — that’s the best way to give the trial a fair shot. If you have a diary or a few notes, a quick photo to info@intolerancelab.co.uk is welcome and helps us learn. But it is not a condition of your refund: if you’re not happy, you’re not happy, and we’ll refund you within the 90-day window either way.
What this is and isn’t: Your IntoleranceLab report is an intolerance/sensitivity screen for information and lifestyle insight — not a medical or allergy diagnosis, and it does not test for allergies. Any elimination trial should be sensible, and you should speak to your GP about persistent symptoms or before making big dietary changes, especially for children, or if you’re pregnant.
6. How to ask for a refund
- Email info@intolerancelab.co.uk from the address you ordered with.
- Include your order number and one line on what’s up (changed my mind / sample lost in post / problem with the service / Satisfaction Promise).
- We reply within 1 business day, and aim to resolve most requests the same day.
Refund processing: once approved, refunds go back to your original payment method (card, PayPal, Apple Pay or Google Pay). You’ll usually see the money within 3–5 business days, and always within 14 days, depending on your bank or PayPal.
7. A quick word on our reviews
We only ever publish genuine reviews from real customers. We invite customers to leave honest feedback after they’ve received their report — we never write reviews ourselves, never pay for them, and never offer anything in exchange for a positive one. If we ever run a prize draw or incentive simply for leaving a review (good or bad), we’ll say so clearly next to it. Reviews on our site describe people’s experience of the service — how clear the report was, how easy the process felt — not promised health outcomes.
8. How to recognise us on your statement
Your card or PayPal statement will show INTOLERANCELAB next to the charge, so it’s easy to recognise. If you see a charge you don’t recognise, please email us before contacting your bank — nine times out of ten we can clear it up in minutes.
