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 boxes 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 box return, the test box must be returned to Sun Genomics at the customer's expense. All box 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 box 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 or supplements.

If you purchased a box through your provider, please reach out to the provider about a return. Providers who purchased boxes from us may return them unopened for a refund within 30 days of delivery.

Refunds

Once your box return is received and inspected, we will send you an email to notify you that we have received your returned item. 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.

We do not offer refunds on any test or probiotics due to efficacy. Results of probiotic use will vary from individual to individual.

If 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, or Kids), you are consenting to automatic charges every 30 days for a minimum of 3 charges. Month one covers the test box 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. The charge each month until your sample is returned will be for one of our pre-designed, general formulas. 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.

It is the customer's responsibility to maintain accurate billing and address information at all times within our systems. You should update your address at least 24 hours before your renewal goes through if you need to update this information. All changes to renewal orders must be submitted to customerservice@sungenomics.com by 12:00 PM Pacific on the day a charge goes through. If you reach out past this time, there may be additional charges to have a shipment resent.

Subscription Cancellation

Any automatic subscription can be cancelled after a minimum of 3 charges. Once you've had 3 charges, you can cancel at time. However, you must reach out to cancel at least 24 hours before your renewal is scheduled to go through. If you pause your subscription at any point, the next charge you have scheduled will come automatically. Failure to fully cancel a subscription before renewal will result in the charge going through as scheduled and a refund will not be issued in most cases. You can cancel through your billing account or by emailing customerservice@sungenomics.com.

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

Exchanges

We only replace test boxes 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 box.

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, Defense, and Bloom) 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.

Note: Ingredients are subject to change without notice. Due to demand and supplier lead times, we may adjust a formula at any time to account for out-of-stock ingredients. In these instances, we work to maintain the efficacy of the formula.

Nature and Scope of Testing

Our microbiome testing and report are not intended to provide medical advice, diagnosis or treatment. The Resources, including our products and services, provided on and through our Website, including information that may be provided on our Website directly or via linking to third-party sites by a healthcare or nutrition professional, are provided for informational purposes only. Please consult with your physician or other healthcare professional (collectively, “Healthcare Professional”) regarding any medical or health-related diagnosis or treatment options.

You should always consult with your Healthcare Professional, and carefully read all information provided by the manufacturer of a product and on or in any product label or packaging, before using any medication or nutritional, herbal or homeopathic product, before starting any diet or exercise program, or before adopting any treatment for a health problem. Each person is different, and the way you react to a particular product may be significantly different from the way other people react to such product. You should also consult your Healthcare Professional regarding any interactions between any medication you are currently taking and our products.

Our microbiome test is non-diagnostic and can not be used for an official diagnosis. Please consult your Healthcare Professional for further testing if you are seeking a diagnosis. Results vary and we can not issue refunds because the results were not what you expected.