At MyMicroZoo, we strive for the highest customer satisfaction. That’s why we maintain a transparent and customer-friendly return policy. Below, you can find what to expect if you want to return an order or if collecting your sample doesn’t go as planned.
1. Returning an unused test kit
You have the right to return your unused microbiome test free of charge within 14 days of receiving it.
You can use our free return label through this link:
MyMicroZoo Returns Portal
Prefer to return it yourself? Then use the address below (we recommend always using track & trace):
MyMicroZoo B.V.
Attn: Returns
Sylviusweg 74
2333 BE Leiden
The Netherlands
Once we have received your unused test kit, we will refund the full purchase amount within 10 working days using the original payment method.
2. Problems with collecting your sample
Having trouble collecting a usable sample? No worries.
We will provide new materials free of charge for a second attempt. You can request this via our customer service:
Email: info@mymicrozoo.com
Phone: 071 204 5373
Please note: no refunds are given for failed sample attempts, but we will ensure you get a second (or third) chance to submit a proper sample.
3. No returns after submitting a sample
Once you have sent in your sample, your test will be processed.
Because this is a personalized service, returns or refunds are no longer possible at that stage.
4. Satisfaction Guarantee
We believe it’s important that you receive a clear and usable result.
If you are unable to deliver a usable sample after two attempts, please contact us – we’ll work together to find a suitable solution.
Contact
For questions about returns or assistance with sample collection:
Email: info@mymicrozoo.com
Phone: 071 204 5373