Returns and Refunds

Published on: 15/01/2026 (Version 1)

1. RETURN AND REFUND RIGHTS PRIOR TO USE OF TEST KITS

These terms set out your return and refund rights for test kits purchased from Stride before use.

1.1. Under the Consumer Contracts Regulations 2013, you have a legal right to change your mind within 14 days of the order confirmation email and receive a full refund. This right does not apply if:

1.1.1. The test kit has been unsealed after delivery or collection;

1.1.2. The test kit has been activated;

1.1.3. A sample has been sent to the laboratory for analysis;

1.1.4. The Services have been fully performed.

1.2. To exercise your right to cancel, you must notify Stride by email and return the unused kit within 14 days. You are responsible for return postage costs and the kit must be returned unused and, where possible, in its original packaging.

1.3. Where cancellation occurs more than 14 days after order confirmation but within 60 days, a partial refund may be issued, less a £20 administration and handling charge.

1.4. If a kit is received damaged or defective, you must notify Stride within 30 days of delivery. If confirmed, a replacement kit will be provided.

1.5. If an item is missing from your order, you must notify Stride within 2 months of delivery. A replacement will be sent at no additional cost.

1.6. Orders returned as refused or undeliverable may be refunded in accordance with applicable law and may be subject to a handling fee.

2. RETURNS AND REFUND RIGHTS FOR SUPPLEMENTS AND SUBSCRIPTIONS

These terms apply to the return of supplements and the cancellation of subscriptions.

2.1. Supplements may be returned within 14 days of delivery provided they are unopened, unused and returned in their original packaging. No refunds are available for opened or used supplements.

2.2. Subscription Cancellation

2.2.1. Subscriptions may be cancelled up to 24 hours before the renewal date via your account dashboard.

2.2.2. Cancellation does not apply to orders already processed or dispatched.

2.2.3. If a payment has been taken but the order has not yet shipped, a refund may be issued at Stride’s discretion.

2.2.4. Refunds are not available for previous subscription periods.

2.3. Subscription Renewal

2.3.1. Subscriptions renew automatically at the selected interval unless cancelled prior to renewal.

3. DISCRETIONARY REFUNDS AND REPLACEMENT OF PRODUCTS AFTER USE

This section outlines Stride’s discretionary approach to refunds or replacements after product use.

3.1. Once a test kit or supplement has been used, refunds or replacements are not ordinarily available.

3.2. Discretionary refunds or replacements may be offered where an investigation confirms that Stride failed to comply with its obligations.

3.3. Refunds or replacements will not be issued due to disagreement with test results where testing has been conducted correctly.

3.4. Any concerns must be reported within 5 days of receiving results or completing the service.

3.5. Where a discretionary refund is approved, it may be full or partial and will be processed via the original payment method.

3.6. Products purchased via third-party retailers, resellers or partners are not eligible for refunds or replacements under this policy.