Refund policy

At 5Strands®, your satisfaction is our top priority. Below are the return and refund guidelines for At-Home Collection Test Kits.

Canceling an Order Before Shipment

• Orders cancelled before shipment receive a full refund, including shipping (if applicable).

• Orders placed before 2 PM EST ship the same business day, so cancellation requests made outside normal business hours may not stop shipment in time.

• If the kit has already shipped, please contact Customer Support for available return and refund options.

Canceling After Shipment

• If you cancel or request a refund after the kit has shipped, a $5 post-shipment cancellation fee will be deducted from your refund.

• Please contact Customer Service to initiate the refund and receive further details.

Before Mailing Your Hair Sample

• Test kits purchased directly from 5Strands.com are eligible for a refund if the kit is unused and unregistered.

After Receiving Your Test Results

You may request a refund only if:

• The kit was used and registered

• The recommended 6-week diet elimination plan was completed

• You remain unsatisfied after following the plan

To request a refund, email info@5strands.com and include:

• Name

• Email address

• Order number

• Proof of implementing the elimination plan

• A detailed explanation of your request

Refunds after results are subject to manager approval, reviewed case-by-case, and are only available for kits purchased directly from 5Strands.com.
If your kit was purchased from Amazon or another retailer, refunds must be requested through the original seller.

Important Information

• Unused test kits are eligible for a refund within 30 days of purchase

• Refunds are not issued based on disagreement with test results

• No refunds are granted after 90 days from the purchase date

• Refund requests after results require proof of completing the 6-week elimination plan