Here's a quick summary of how our returns work for our various products:
ZOE Test Kit
You’re eligible for a full refund (minus shipping) if the kit is unopened and returned within 14 days, as outlined in our Terms & Conditions. This is also applicable for your first order of Daily30 in the UK.
We’re not able to offer refunds for opened or used kits, even if they’re returned within that 14-day window.
A £2.29 fee applies to eligible returns to cover postage.
Zoe App Membership
Cancellation and opting-out of automatic renewal - Full membership (not including Trials - see below if you are on a Trial)
During the first 14 days after purchase: You have the right to cancel your membership and receive a full refund during the first 14 days after purchase. To do so, email [email protected]. After this point, your membership purchase is final and will continue for at least the period you have committed to.
Opting-out of automatic renewal: You can opt-out of automatic renewal through your ZOE account any time before the end of your membership period. This will stop any future payments and end your membership from the end of your current membership period. Opting-out of automatic renewal does not result in immediate cancellation and does not entitle you to a refund of membership charges already paid.
During the first 14 days after automatic renewal: If your membership automatically renews because you have not opted-out, then you have a right to cancel it in the first 14 days after renewal and receive a refund. To do so, email [email protected]. If you cancel after this period, the cancellation will be effective at the end of the period your membership has renewed for. So you will still be charged for the rest of that period, and may continue to use the app.
If you are in the EU or USA, then cancellation / opt-out is via the app store you purchased from.
Cancellation and opting-out of automatic renewal - Trials
We may offer a trial period subscription of the ZOE App membership (“Trial”), the price and length of which will be set out when you choose to sign up. Your Trial subscription will automatically renew at the end of the Trial for the period explained to you, unless you cancel. You can cancel at any time before the end of your Trial.
You can also change your mind, cancel, and receive a full refund at any time within 14 days of purchasing your Trial.
Food Products (Daily30 & Gut Health Bars)
If you cancel within 14 days of receiving your first delivery, you have a right to a refund.
Once you have let us know, we will send you a confirmation email and a returns label, you then have 14 days to return the products to us using the returns label. To receive a refund, you must return your products to us in a sealed and undamaged condition. We will refund you in full, less the cost of postage, by the method you used for payment unless this is not possible.
Please note that this refund right only applies to the first delivery of your subscription (including trials) - not any subsequent auto-renewals. Outside of the 14-day period after your first delivery, subscriptions are non-refundable.
This return policy is shared at checkout and in the T&Cs presented before placing your order.
If you fall within this category and would like to proceed with the return to receive a refund, please reach out to us and we will be more than happy to send you the return label and next steps!