Thank you for choosing our Advanced Gut Precision Stool Test. We appreciate your trust & support in our mission to empower individuals to optimize their health through science-backed, personalized gut health solutions. At BioSurge, we are committed to providing an exceptional experience and ensuring your satisfaction. However, given the nature of the Advanced Gut Precision Stool Test, we have specific guidelines regarding refunds and returns to maintain product integrity.

We refund on a case-to-case basis. Typically, customers who prove that they did not receive their test kits can either be refunded or the kit replaced.

​Due to the nature of stool testing, returns are only accepted under certain conditions:
• Damaged Kits: If your test kit arrives damaged, please provide photographic proof of the damage upon receipt. Contact help@BioSurge.net to initiate a return or replacement.

• Non-Received Kits: If you did not receive your test kit, a refund or replacement may be issued after verification with our shipping provider.

• Cancellation Before Shipment: Refunds may be processed for orders canceled before the test kit is shipped. Note that an initial payment processing fee may be deducted.

To initiate a return for a damaged or incorrect test kit:
1. Email help@BioSurge.net with the subject line:
• Return Request

2. Include the following in the email:
• Order Number
• Item description and reason for return

Upon receiving your email, our support team will assess your case and provide further instructions. To ensure accurate processing, please include your order number in all communications.

To qualify for a return:
• The test kit must remain in its original, unused condition with all packaging intact.
• Any returned kit must be unused, untampered with, and undamaged. We cannot accept returns with visible signs of use or opened contents.

We are unable to accept returns or issue refunds for:
​• Any test kits that have been opened, tampered with, or used.
​• Clearance items, gift cards, and other promotional products.

Mail your eligible return to:​
BioSurge
Attn: Stool Test Return
406 Broadway
Santa Monica, CA 90401
​
We recommend using a trackable shipping service or purchasing shipping insurance to ensure safe delivery. Please note that BioSurge is not responsible for lost or damaged returns.

​Once we receive and inspect the returned item, you will receive an email confirmation. If the return is approved, you may be eligible for a store credit, replacement, or partial refund depending on the case. Refunds will be processed using the original payment method.

Shipping fees are non-refundable and return shipping costs are the responsibility of the customer. Original shipping charges, gift cards, and store credits are also non-refundable.

BioSurge reserves the right to charge a $10 fee for any unjustified chargebacks. Additionally, any false claims regarding damaged or defective kits will result in the item being returned to the customer at their expense.

If you receive a defective or incorrect item, contact customer service at help@biosurge.net within 5 days of delivery. Returns for defective kits must be shipped back to BioSurge within 7 days of receipt for an exchange or replacement.

For any questions or support, please reach out to us at help@biosurge.net. We are here to ensure a smooth and satisfactory experience.