Avline Health Refund & Returns Policy
Last updated: May 2026
This Refund & Returns Policy applies to all purchases made through Avline Health, including the PelviBiomeTM at-home testing kit.
By placing an order, you agree to the terms outlined below.
1. Overview
Due to the nature of health testing kits and biological samples, our products are subject to specific return and refund limitations.
We aim to be fair and transparent while maintaining strict safety and quality standards.
2. Eligibility for Refunds
You may be eligible for a refund if:
- Your test kit has not been opened or used (shipping cost not covered)
- You request a refund within 14 days of receiving your order
- The product is returned in its original, unused condition
Refund requests must be submitted via email at info@avlinehealth.com.
3. Non-Refundable Items
The following are non-refundable:
- Opened or used test kits
- Kits where a sample has been collected or returned
- Services that have already been performed (e.g. laboratory analysis, results issued)
This is due to hygiene, safety, and regulatory requirements.
4. Damaged or Faulty Items
If your kit arrives damaged, defective, or incomplete:
- Contact us within 48 hours of delivery
- Provide photos and order details
We will:
- Replace the kit at no cost, or
- Offer a refund where appropriate
5. Lost or Delayed Shipments
If your order has not arrived within the expected timeframe:
- Contact our support team
- We will investigate with the courier
If confirmed lost, we will arrange a replacement or refund.
6. Sample Return Responsibility
Customers are responsible for:
- Returning their sample using the instructions provided
- Ensuring correct packaging and postage
Failure to follow instructions may result in:
- Invalid samples
- Delays or inability to process results
We are not liable for samples lost or delayed in transit where instructions were not followed.
7. International Orders
For customers outside the UK:
- You may be responsible for return shipping costs
- Local courier or postal restrictions may apply
We recommend checking local regulations before ordering.
(Some customers have reported higher courier costs for returning samples internationally, depending on location.)
8. Incorrect Orders
If you receive the wrong item:
- Notify us within 48 hours
- We will arrange replacement or refund
9. Refund Processing
Approved refunds will be:
- Issued to your original payment method
- Processed within 5–10 business days
Shipping fees may be non-refundable unless the error is ours.
10. Cancellations
Orders may be cancelled if:
- They have not yet been dispatched
Once dispatched, standard return conditions apply.
11. Contact Us
For all refund and return enquiries:
Avline Health
- Email: info@avlinehealth.com
- Address: 3rd Floor, 86–90 Paul Street, London, EC2A 4NE
Avline Health services provide informational, science-based insights only and are not intended to diagnose, treat, or replace medical advice. Results should be discussed with a qualified healthcare professional. Microbiome science is evolving, and findings may not explain all symptoms or health conditions.
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