Refunds & cancellation

This page summarises cancellation and refund practices for Healsens Store orders. Your statutory rights as a consumer in the European Union or European Economic Area are not affected.

Before fulfilment starts

If you need to cancel an order before we or our partners have begun fulfilment (for example before a laboratory kit is shipped or a service is activated), contact us as soon as possible at contact@healsens.com with your order reference. We will confirm whether cancellation is still possible and process eligible refunds to the original payment method where applicable.

Right of withdrawal (distance contracts)

EU/EEA consumers may have a 14-day right of withdrawal for distance contracts, unless an exception applies. Health-related services or personalised digital content may be exempt once performance has begun with your express prior consent, as permitted by law. Product-specific information on the product page or checkout may describe applicable exceptions.

After fulfilment or activation

Once a digital service has been fully delivered or activated, or once laboratory processing has started with your consent, refunds may not be available except where required by law or explicitly stated for that product. Partial fulfilment rules may apply to bundled offers — contact us if you are unsure.

How to request a refund or cancellation

  1. Email contact@healsens.com from the address used at checkout.
  2. Include your order number and a brief description of your request.
  3. We aim to respond within a few business days and will explain the outcome or any additional information needed.

Chargebacks and disputes

We encourage you to contact us first so we can resolve issues quickly. If you are an EU consumer, you may also use the European Commission’s Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr.

Full legal terms are in our Terms of Service.