Home / Refund Policy

Refund Policy

Returns


The Sun Genomics Return Policy is 30 days from the date the Product has been delivered. If 30 days have elapsed since delivery, unfortunately we can’t offer you a refund or exchange. Only test kits are returnable. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your test kit return, the test kit must be returned to Sun Genomics at the customer’s expense. All kit returns can be sent to 5151 Shoreham Place, Suite 100, San Diego, CA 92122.

Several types of goods are exempt from being returned. Once a test kit has been opened and/or used, no refunds can be issued. Once a sample has been processed and has a test in process, returns are not allowed. No returns are allowed on probiotics.

There are certain situations where only partial refunds are granted (if applicable). Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Refunds


Once your kit return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. The credit should show up on your payment method within 5-7 business days.

f you have not received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. If you have done all of this and you still have not received your refund yet after at least 10 business days, please contact us at customerservice@sungenomics.com.

Monthly Subscriptions


When you sign up for our monthly subscriptions (Adult, Baby, Tots, or Kids), you are consenting to automatic charges every 30 days. Month one covers the test kit and results, and the second charge starts the custom probiotics. If your sample is returned to Sun Genomics’ lab within the first 30 days, we will adjust your subscription accordingly to ensure you are charged when the results have been published and the custom probiotics are ready. If needed, we will adjust the renewal date based on which date your sample was received in this first 30 day period.

If you do NOT return your sample within 30 days and do not reach out to notify customer service of a delay in returning your sample(s), you will be charged at that 30 day mark from your initial purchase. You are paying for a monthly service, whether or not you choose to utilize it. Customer service is happy to work with you to adjust the date, but you must notify us before the subscription renews. Once the subscription renews, we cannot issue a refund in most circumstances. Any charges to your account while your sample kit was not returned will be applied towards your custom probiotics after you return the kit and have a formula ready.

If you choose to cancel a subscription and have not returned the kit, we cannot issue a refund for the charges already incurred that are over 30 days old.

Exchanges


We only replace test kits if they are defective or damaged. If you need to exchange it for the same item, send us an email at customerservice@sungenomics.com and we will help with a free replacement kit.

Probiotics cannot be exchanged, but we do offer a free reformulation if you need an improvement in the formula (see next section).

Pre-set formulas (Balance and Defense) cannot be exchanged or refunded. The only exception is if there was an error on Sun Genomics side with an order fulfillment.

Reformulations


While we do not offer exchanges or refunds on custom probiotics, we do offer a free reformulation within the first 6 weeks of starting a formula if the formula is making you feel worse, or no improvement is visible.

We offer ONE free reformulation in this first 6 week period. If the reformulation still doesn’t work, we can work with you to retest and do a new formula from new test results.

You must have an active subscription or reactivate your cancelled subscription for a reformulation to be offered.

Acceptable reasons for free reformulation include, but are not limited to, worse stomach pain, worse constipation or diarrhea, increased sleep issues, increased behavioral issues, worse headaches, allergy or sensitivity to an ingredient, dosage issue etc.

We can also reformulate from capsule to powder or vice versa and change prebiotic fillers by request, but these reformulations are not free.