Refund policy
Refund Policy
Last Updated: January 2026
1. Unopened Kits
Unopened kits may be returned within 30 days of delivery for a refund.
The original outbound shipping charge is refundable with an approved eligible return.
Customers are responsible for return shipping costs unless the kit arrived damaged or defective, or the return is due to an error by HelloTummy.
Customers must email support@hellotummy.bio and receive return authorization before sending a kit back. Unauthorized returns are not accepted.
Email support@hellotummy.bio to initiate a return.
2. Opened Kits
For health and safety reasons, opened kits cannot be refunded even if the sample has not been collected.
An unopened kit is one whose outer mailer bag—the bag in which the kit was shipped—has not been opened.
An eligible unopened kit may be returned within 30 days of delivery, subject to policy above.
A kit whose outer mailer bag has been opened is not eligible for an ordinary return.
3. Sample & Lab Failures
If your sample cannot be processed because of a lab error, shipping damage, or a kit defect, HelloTummy will provide one replacement kit at no additional cost, including shipping.
For a laboratory error, shipping damage, kit defect, or an eligible processing delay, HelloTummy may provide either a replacement or a refund.
Unless the return concerns damage, defect or company error, the customer pays return shipping.
Refund eligibility for a processing delay is determined by HelloTummy, Inc. at its discretion.
4. Lost or Damaged Shipments
Email us within 7 days if your order is lost or damaged. We will assist with replacements subject to evaluation.
5. Order Cancellations
If your order has not shipped, we will attempt to cancel it.
Once shipped, it cannot be cancelled.
6. Refund Processing
Refunds are issued to the original payment method within 5–10 business days after approval.
Contact
11231 Richmond Avenue D105
Houston, TX 77082
United States