Refund policy
Last updated: 31/08/2026
The short version
- 14 days from delivery to tell us you've changed your mind, then 14 more to send it back.
- Unopened only. Once a seal is broken it can't come back, for hygiene reasons.
- Test kits: returnable unopened. Once your swab is on its way to the lab, we can't refund it.
- Email care@gettolerance.com with your order number. Returns go to our warehouse in Slough, not our London address.
Changing your mind
14 days from delivery to tell us, then 14 more to get it back to us. Email first, because we may not be able to trace an unannounced parcel.
Items must come back unused and unopened. The outer shipping box doesn't matter.
You pay return postage. We refund the item plus the standard delivery you paid outbound. Chose Priority? We refund the standard rate, not the upgrade.
No exchanges or swaps. Return it and reorder.
What can't come back
Once opened, for health and hygiene reasons:
- Supplements with a broken seal, jar or pouch
- Test kits with an unsealed or used swab
Standard exception under the Consumer Contracts Regulations 2013. Doesn't apply if the item is faulty.
Subscriptions
2 working days' notice before your next order ships to cancel or amend it. Once it's processed and you've had the confirmation email, that order can't be changed or refunded, though you can still cancel everything after it.
Cancel any time from your account or by emailing us.
Test kits
Before you swab: unopened kit, unused swab, the 14 days apply as normal.
Once your swab is on its way to the lab, no refund. Processing has started and the sample is used up. Applies whether or not you book your call.
Sample failed? One free replacement kit, re-posted at no charge for UK orders. Nothing to send back, just email us.
Problem with your call? Tell us and we'll help rearrange it. Concerns about the analysis or your report go to Lifecode Gx.
If something's wrong
Arrived faulty? Email care@gettolerance.com with your order number and a photo. Replacement or refund. Tell us within 14 days where you can.
How to send something back
Email us first. Once we've confirmed:
- Package it safely, ideally in the original packaging.
- Write your order number and first name on a note inside, or on the box.
- Post it to: Norsk European Wholesale, Norsk Fulfilment Unit 1 Polygon Business Park Slough SL3 0QT United Kingdom
- Use a tracked service and email us the tracking number. Until it reaches us it's your parcel.
- We check the condition, then refund.
Refunds
Back to the original payment method. We can't refund a different card.
We aim to process within 10 working days of your return arriving, and always within 14. Your bank then takes another 3 to 5.
Paid in another currency? You're refunded the same amount in the same currency. Rates move, so what lands may differ slightly. That's your card issuer.
From outside the UK
Return postage and any customs charges on the way back are yours. We can't reimburse import duties you paid on the original delivery, because those went to your customs authority, not us.
Getting in touch
care@gettolerance.com, with your order number.
For anything to do with your DNA sample, genetic data or report, contact Lifecode Gx.
If we can't sort it between us, you may be able to use an alternative dispute resolution provider or go to court. Doesn't affect your statutory rights.
Sits alongside our Terms of Service, Shipping and Privacy Policy.
Tolerance Limited, company number 15043347. VAT GB460984465. Registered office: 1 Canon Street, London, N1 7DB. Correspondence: Unit 440, 275 New North Road, London, N1 7AA.