Refund Policy | GlycanAge

Refund Policy

Last updated: 2 September 2026

This Refund Policy explains when you can cancel an order placed with GlycanAge Ltd (“GlycanAge”, “we”, “us” or “our”), when a test kit can be returned, and how any refund is calculated and paid. It applies to purchases made directly from us through glycanage.com and www.glycanage.com (together, the “Sites”).

It forms part of, and should be read together with, our Terms and Conditions and our Privacy Policy. Where this policy and the Terms and Conditions address the same subject, this policy applies to the question of refunds.

1. Who we are

GlycanAge Ltd is a company incorporated in England with company number 10383228 and a registered address at The Catalyst, 3 Science Square, Newcastle Helix, Newcastle Upon Tyne. You can reach us about any order or refund at support@glycanage.com.

2. What you are buying

A GlycanAge purchase is a single service made up of several parts: a sample collection kit delivered to you, laboratory analysis of the finger-prick blood sample you return to us, your results report, and a one-to-one result interpretation call with a longevity specialist. The right to cancel described below applies to the order as a whole.

3. Your right to cancel

If you are a consumer, you have a legal right to cancel your order within 14 days without giving any reason. The cancellation period ends 14 days after the day on which you, or someone you nominate, receives the test kit.

To cancel, tell us clearly before that period ends. Email support@glycanage.com with your order number, the name on the order, and the date you placed it. You do not need to use a particular form of words, but the cancellation must reach us within the 14 days. We will confirm your cancellation by email.

This is a statutory right and nothing in this policy or in our Terms and Conditions removes it.

4. When the right to cancel does not apply

Our test kits are sealed goods supplied for health protection and hygiene reasons. The legal right to cancel is lost once the kit’s seal is broken, because the kit and the collection components inside it cannot be resupplied to anyone else. In practice this means:

  • If the kit is still sealed and unused, you can cancel within the 14 days and return it for a refund.

  • If the kit has been opened or unsealed, whether or not you have taken a sample, it is non-refundable.

  • Once your sample has been posted to the laboratory, the order is non-refundable, as the analysis has begun.

This does not affect your rights where the kit is faulty, damaged in transit, or not as described, or where the laboratory is unable to process your sample. Those situations are covered in sections 7 and 8.

5. Returning an unused kit

If you cancel within the 14 days, send the sealed, unused kit back to us without undue delay and in any event within 14 days of telling us you are cancelling. Contact support@glycanage.com first and we will give you the current return address.

You are responsible for the cost of returning the kit, and for its safe return. We recommend a tracked service and that you keep proof of postage, as we can only refund once we have received the kit back or you have supplied evidence that you have sent it.

You may handle the kit only as far as is necessary to establish its nature and characteristics. If it is returned unsealed, damaged, or with components missing or used, we may reduce your refund to reflect the loss in value, or decline the return under section 4.

6. How we calculate and pay refunds

This section applies where you have cancelled under sections 3 to 5. Where a refund arises instead because the laboratory could not process your sample, section 8 applies and the amount is worked out differently.

  • We refund the price you actually paid for the order, including any discount or promotional code applied at checkout.

  • We also refund the standard outbound delivery charge you paid, if any. If you chose an upgraded or express delivery option, we refund only the amount of our standard delivery charge.

  • We do not refund the cost of returning the kit to us.

  • Refunds are made to the original payment method, in the original currency of the transaction. We cannot refund to a different card or account.

  • We will process the refund within 14 days of receiving the kit back, or of the day you provide evidence that you have sent it, whichever is earlier. How long the money then takes to appear depends on your bank or card issuer.

Currency movements and any fees charged by your own bank or card issuer are outside our control, and the amount that reaches you may differ slightly from the amount we refund.

7. Kits that arrive faulty, damaged or incomplete

If your kit arrives damaged, incomplete, or past the expiry date of any component, contact support@glycanage.com as soon as you notice and we will send you a replacement kit at no cost to you. If you would prefer not to receive a replacement, we will refund the order in full, including delivery. Your legal rights in respect of goods that are faulty or not as described are not affected by this policy.

8. If the laboratory cannot process your sample

Occasionally a sample cannot be analysed, usually because the volume of blood collected is insufficient or because the results of processing do not meet our standards for accuracy. In that case, as set out in our Terms and Conditions:

  • We will reprocess the same sample at no charge to you.

  • If that second attempt is also unsuccessful, we will offer to send you another kit, at no charge, so you can provide a fresh sample.

  • If you decline the replacement kit, or if processing of the second sample is also unsuccessful, you are entitled to a refund of the amount you paid to GlycanAge, less shipping and handling, on the basis that you will not resubmit a further sample through a future purchase of the service.

This is not a cancellation, so the amount is worked out on the basis set out in our Terms and Conditions rather than under section 6: shipping and handling are not refunded here. Everything else in section 6 about how a refund is paid still applies — it goes back to your original payment method, in the original currency, within 14 days.

Even where processing meets our standards, a small and unpredictable fraction of the data generated during laboratory analysis may be un-interpretable. Because this possibility is known and disclosed in advance, it does not give rise to a refund.

A GlycanAge test is a wellness measurement, not a diagnostic test. A result you did not expect, or that differs from your chronological age or from another provider’s test, is not a fault in the service and is not a ground for a refund.

9. The result interpretation call

A one-to-one result interpretation call is included in the price of every test and is valid for 60 days after your results are ready. It is part of the service rather than a separately priced item, and it has no separate cash value. If you do not book and take the call within that period, it expires and no partial refund is due. If we are unable to offer you a call within the 60 days, contact us and we will extend the period.

10. Paying in instalments

Where you have chosen to pay for your order in instalments and you cancel an order that qualifies for a refund under this policy, we will cancel any remaining instalments and refund to your card the amounts already taken. You can settle any remaining instalments early at any time and we will not charge you for doing so.

11. Orders placed through a clinic, practitioner or other partner

If you bought your test from a clinic, practitioner, reseller or other authorised partner rather than directly from us, your contract for that purchase is with them. Please contact them about cancellations and refunds, as their terms apply. We will still support you on anything relating to the kit, the laboratory analysis and your results.

12. Gifts, vouchers and promotional codes

Where a test is bought as a gift, the right to cancel belongs to the person who placed and paid for the order, and any refund is made to that person’s original payment method. Discount and promotional codes are not exchangeable for cash, and where an order is refunded we refund only the discounted amount actually paid.

13. Complaints

If you are unhappy with how a refund request has been handled, email support@glycanage.com with your order number and we will look at it again. If we cannot resolve matters between us, you may be able to refer the dispute to an alternative dispute resolution provider or to bring a claim in the courts, as set out in our Terms and Conditions.

14. Changes to this policy

We may update this Refund Policy from time to time. The version that applies to your order is the one published on the Sites at the time you placed it. We will update the “Last updated” date above whenever we make a change.

15. Contact us

For anything relating to cancellations, returns or refunds, contact us at support@glycanage.com.