Cancellation Policy

Cancellation Policy

Last updated: ————-

Thank you for choosing Eternell.
This Cancellation Policy explains how you can cancel orders, test kits, programs and services purchased through our websites, including eternell.org, buy.eternell.org and related subdomains (“Sites”).

Please read this together with our Terms & Conditions, Shipping & Delivery Policy, and Return & Refund Policy.

Local consumer laws in your country may give you additional cancellation rights. Where there is a conflict, those mandatory local laws will apply.

1. What you can cancel

This Policy covers cancellation of:

Product orders – supplements, functional foods, and other physical products
Test kits & lab-based services – microbiome, DNA, epigenetic or other health tests
Programs & digital services – dashboards, memberships, consultations, and other online services

Some items can be cancelled before dispatch, some only before activation, and some cannot be cancelled once processing has started. Details are below.

2. Cancelling a product order (before shipment)

If you change your mind after placing an order for physical products:

You may request cancellation before the order is processed or shipped.
Please contact us as soon as possible with your order number at:
✉️ info@eternell.org

If the order:

Has not yet entered processing/packing – we will usually cancel it and initiate a full refund.
Is already packed or handed over to the courier – cancellation may no longer be possible. In that case, you can follow the Return & Refund Policy after delivery, subject to eligibility.

3. Cancelling after shipment

Once an order has been processed and shipped, we generally cannot stop or recall the shipment.

If you still do not wish to keep the products:

Please wait for delivery and then request a return as per our Return & Refund Policy, subject to:
- Return window
- Product condition (unopened, unused, in original packaging)
- Product eligibility (some items are non-returnable)

Shipping charges and return costs may apply according to that Policy and local law.

4. Test kits & sample-based services

Because test kits involve sensitive biological material and strict handling:

4.1 Before kit is dispatched

You may request cancellation of a test kit order before it has been:

Packed, or
Handed over to the courier.

If approved, we will cancel the order and process a refund according to our Return & Refund Policy.

4.2 After kit is dispatched but before use

Once a kit has been shipped, cancellation may be limited. In many regions:

Unopened, unused kits may be eligible for return within the standard return window (if allowed by law and clearly safe for reuse).
Opened kits or kits with any sign of use are generally non-cancellable and non-returnable, except in case of damage or error.

4.3 After sample is collected or processing has started

Once:

A sample has been collected and sent to the lab, or
Lab processing and analysis have started,

the service is considered in progress and cannot usually be cancelled or refunded, except where required by law or in cases of verified error.

5. Programs, memberships & digital services

This includes:

Access to dashboards, biological age tracking, reports or data platforms
Online programs, coaching or structured protocols
Paid memberships, subscriptions, or recurring plans

5.1 One-time programs / access

For one-time digital services (for example, a single analysis or report):

You may request cancellation before the service is activated or work begins.
If we have not started processing, we will usually cancel and refund.
If processing has already begun or access has been granted, cancellation may not be possible, or only a partial refund may be available, depending on how much of the service has been delivered.

5.2 Subscriptions & recurring plans

For ongoing subscriptions (monthly, quarterly, yearly – if applicable):

You may cancel future renewal at any time by contacting us or using the account settings where available.
Cancellation will stop the next billing cycle; you typically retain access until the end of the current paid period.
Unless required by law or stated otherwise in the offer, fees for the current active period are usually non-refundable once that period has begun.

If you are offering subscriptions, you can specify exact rules here (e.g., “cancel at least 48 hours before renewal date”).

6. Consultations, calls & appointments

For scheduled online or in-person consultations with our associated professionals (where applicable):

You may usually cancel or reschedule up to 24–48 hours before the appointment time (choose what works: for example, “at least 24 hours before”).
Late cancellations or no-shows may be charged in full or considered as a completed session, in line with the terms explained at booking time.

We recommend checking the specific cancellation terms displayed when booking your consultation, as they may vary by practitioner, region or program.

7. Cancellations initiated by Eternell

We may cancel an order or service in certain situations, including but not limited to:

Product or test kit is out of stock or discontinued
Incorrect pricing or listing error
Regulatory or legal restrictions in your country
Incomplete, inaccurate or unverifiable order details
Payment issues, suspected fraud or misuse of our platform

If we cancel your order:

We will notify you using the contact details you provided, and
We will process a full refund for any amount already paid for the affected item(s), unless a different remedy is required by law.

8. Refunds after cancellation

When a cancellation is approved and a refund is applicable:

Refunds are usually made to the original method of payment or as store credit, depending on the situation and your preference where available.
Processing times vary by bank and payment provider but are typically 5–14 business days after we confirm the refund.

For more details on refund methods, timelines, and treatment of shipping/customs costs, please refer to our Return & Refund Policy.

9. Policy updates

We may update this Cancellation Policy from time to time to reflect:

Changes in our products, services or subscription models
Updates to shipping, lab or platform processes
New legal or regulatory requirements

When we make important changes, we will update the “Last updated” date at the top of this page.
We encourage you to review this Policy periodically.

10. Contact us

To cancel an order or ask about this Policy, please contact us:

info@eternell.org

Branch Office – UAE
14th Floor, South Tower, Dubai Science Park, Dubai, UAE
+971 58 553 3724

Head Office – US
37660 Estuary Street, Newark, California 94560, US