Exchange, Returns and Refund Policy

Last updated: 12 August 2026

We want you to feel confident ordering from ExSeed Health. This policy explains when you can cancel an order, return an unopened product, request an exchange or get help with a damaged, faulty or incorrect item.

Nothing in this policy limits your statutory consumer rights.

At a glance

• You may cancel an eligible online order within 14 days of receiving it.
• Health, hygiene and consumable products must remain sealed and unused to qualify for a change-of-mind return.
• We provide free return shipping for eligible returns made under this policy.
• Damaged, faulty or incorrect products will be resolved at no cost to you.
• Please contact us before returning anything. We will provide return instructions and, where applicable, a prepaid return label.

Cancelling an order before dispatch

If your order has not yet been dispatched, contact us as soon as possible at support@exseedhealth.com.

We will try to cancel it before it leaves our warehouse. If it has already been dispatched, you can request an eligible return after delivery using the process below.

Change-of-mind returns

If you purchased directly from the ExSeed Health online store, you may tell us that you wish to cancel your order within 14 days of the day you receive it.

After notifying us, you must return the eligible product within a further 14 days.

To qualify for a change-of-mind return:

• The product must be unused.
• Any product seal applied for health protection or hygiene reasons must remain intact.
• Test kits, refill supplies, supplements and other consumable products must remain sealed.
• The product must be returned with all components, accessories, instructions and promotional items supplied with it.
• Where reasonably possible, the product should be returned in its original packaging.

You may open the outer delivery packaging to inspect your order. However, once a health or hygiene seal on the product itself has been broken, the product cannot normally be returned because it is no longer suitable for resale.

This hygiene restriction does not affect your rights if a product is faulty, damaged, incorrectly supplied or not as described.

Free return shipping

We cover the return-shipping cost for eligible returns accepted under this policy.

Please contact us before sending anything back. If your return is eligible, we will provide a prepaid return label or alternative return instructions.

Do not return a product to our registered office or any other address without authorisation. We cannot guarantee that unauthorised returns will reach the correct team or be processed.

Exchanges

If you ordered the wrong test-kit size or another incorrect product, contact us within 14 days of receiving it.

Provided the product remains eligible for return, we can arrange an exchange or help you return it and place a new order. If the replacement product has a different price, you will need to pay the difference or we will refund the difference, as appropriate.

Products with a broken health or hygiene seal cannot be exchanged simply because you have changed your mind.

Damaged deliveries

Please inspect your order when it arrives. If it has been damaged in transit, contact us as soon as reasonably possible.

Include:

• Your order number.
• Your full name and delivery address.
• A brief description of the damage.
• Clear photographs of the product, packaging and delivery label.

Please keep the product and packaging until we have reviewed your claim. Do not return the item unless we ask you to.

Once confirmed, we will arrange an appropriate replacement or refund at no cost to you.

Incorrect or incomplete orders

If we have sent the wrong product or something is missing from your order, contact us as soon as reasonably possible.

Please provide:

• Your order number.
• Your full name and delivery address.
• Details of what you ordered and what you received.
• A photograph of the product and the label on the outer packaging, where possible.

We will arrange the missing item, a replacement or an appropriate refund at no cost to you.

Faulty products and device problems

ExSeed products should be of satisfactory quality, fit for their intended purpose and as described.

If you believe your ExSeed device, test supplies or another product is faulty, contact us before disposing of anything. Our support team may ask you to complete reasonable troubleshooting steps or provide photographs, video or app information so that we can understand the problem.

Depending on the circumstances and your applicable consumer rights, we will offer an appropriate remedy, which may include:

• Replacement test supplies.
• Repair or replacement of the device.
• A price reduction.
• A full or partial refund.

For UK customers, the Consumer Rights Act 2015 provides a short-term right to reject qualifying faulty goods, normally within 30 days of receipt. Further rights to repair, replacement, price reduction or refund may apply after that period.

Customers in the European Union and other countries may have additional rights under their local consumer-protection laws. Those rights are not affected by this policy.

Invalid or incomplete test results

If a test does not complete or produces an invalid result, contact our support team through the ExSeed app or at support@exseedhealth.com.

We will review the circumstances and help identify whether the issue relates to the product, device, app or testing process. If we confirm that an ExSeed product was faulty, we will provide an appropriate remedy in accordance with your consumer rights.

A valid result that is unexpected, concerning or different from a previous result does not by itself mean that the product is faulty. Semen parameters can vary naturally. If you have concerns about a result or your fertility, speak to a qualified healthcare professional.

Products that cannot be returned for a change of mind

We cannot accept a change-of-mind return where:

• A health or hygiene seal has been broken after delivery.
• A test kit, refill, sample cup, slide, wipe or other consumable component has been opened or used.
• A supplement or other sealed consumable product has been opened.
• The product has been damaged through misuse, improper storage or use contrary to its instructions.
• The return request is made outside the applicable cancellation period, unless the product is faulty or another legal right applies.
• The product was not purchased directly from the ExSeed Health online store.

If you bought an ExSeed product from another retailer, pharmacy, marketplace or authorised partner, please contact that seller about its return process. Your statutory rights against the seller remain unaffected.

Bundles, discounts and promotional items

If you return a complete bundle, the refund will be based on the amount you actually paid after any discount.

If only part of an order is eligible for return, any refund may be recalculated to reflect the products you keep and the conditions of the original promotion.

Any complimentary or promotional item supplied as part of the purchase must also be returned unused and, where applicable, sealed. If it is not returned, we may deduct its stated value from the refund where the law allows.

Refunds

Once we receive and inspect your return, we will confirm whether the refund has been approved.

Approved refunds will be made to the original payment method. We will process the refund without undue delay and no later than 14 days after:

• We receive the returned product; or
• You provide evidence that you have sent it back, if that occurs first.

For an eligible cancellation, we will refund the product price and any amount paid for our standard outbound delivery service. If you selected a more expensive delivery option, we are not required to refund the additional cost above our standard delivery charge.

Where an order originally qualified for free delivery, there is no outbound delivery charge to refund.

Your bank or payment provider may require additional time to show the refund in your account after it has been processed.

How to request a return, exchange or refund

Contact us before returning any product:

Email: support@exseedhealth.com
Telephone: +44 (0)20 3576 0148
Contact form: https://www.exseedhealth.com/contact/

Please include:

• Your order number.
• Your full name.
• The email address used for the order.
• The product concerned.
• The reason for your request.
• Photographs or other supporting information where the product is damaged, faulty or incorrect.

We will review your request and provide the appropriate next steps. Please do not send products back until you have received return authorisation and instructions from us.

Contact details

ExSeed Health Limited
Company number: 11002717
Yonder
6 Hooker’s Road
London
E17 6DP
United Kingdom

Email: support@exseedhealth.com
Telephone: +44 (0)20 3576 0148

This address is our registered business address and is not necessarily our returns address. Always contact us before returning a product.