Refund PolicyUpdated 3 months ago

Refund Policy

If you’d like to make a return, you can request one within 30 days of your purchase. Please note that returns are subject to a 25% restocking fee, and a $6 return shipping fee will be deducted from your original payment.

How to Submit a Return Request:

    •    Email our customer care team at [email protected].

    •    Chat with our agents (available Mon–Fri, 9 AM–5 PM PST).

After the 30-day period, we are unable to issue a refund. Returns are processed within 5–10 days after we receive your item.

Retail Purchases

For products purchased at retail stores or through an authorized seller, Ombre cannot process refunds or issue credit, as payments are handled directly by the retailer. Refunds must be requested through the original point of purchase.

If your sample couldn’t be processed or didn’t reach the lab, you may request a replacement kit directly from Ombre. However, any monetary refund must be managed by the retailer.

If you prefer not to go through the retailer or cannot obtain a refund, you may request store credit from Ombre. Please note, we cannot issue credit card refunds for purchases made through third-party retailers.

Additional Policies

    • No replacements or refunds will be provided for test kits purchased in the U.S. and taken to other countries.

    • All sales are final for the following items:

    • Used, opened, or registered test kits.

    • Probiotics that have been used.

    • Premium health reports.

    • International orders.

    • Thryve Gut Health Kits and Probiotics.

    • If you’ve experienced three sample failures, we will provide a full refund for your kit.

    • Orders placed 6 months ago or more are eligible for an Ombre gift card instead of a refund.