Refund policy

Muhdohub Australasia Returns and Refund Policy

We want every Muhdohub Australasia customer to feel confident purchasing with us. Because our products involve biological testing, our policy is designed to be fair while accounting for the nature of what we sell.

Unopened Kits

If you change your mind before opening your kit, you may return it within 30 days of purchase for a full refund. The kit must be unopened, in its original packaging, and in resaleable condition. Return postage is at the customer's cost unless the item was received damaged or incorrect.

Opened and Used Kits

Once a saliva sample has been collected and the kit has been activated, we are unable to accept a return or offer a refund. This is because the laboratory process begins as soon as your sample is received and cannot be reversed. This does not affect your rights under the Australian Consumer Law or the New Zealand Consumer Guarantees Act where applicable.

Faulty or Damaged Kits

If your kit arrives damaged, is missing components, or the saliva collection process fails due to a kit fault, contact us within 14 days of receiving your order and we will send a replacement kit at no cost to you. Please take a photo of the damaged item and include your order number when you get in touch.

Failed Samples

Occasionally a saliva sample does not yield sufficient quality for analysis. This can happen due to factors outside our control such as timing, hydration, or contamination. If your sample fails quality checks in our lab, we will contact you and send a replacement kit free of charge so you can resubmit.

Results Guarantee

If you are not satisfied with the clarity or quality of your results, please contact us directly. Our team will work with you to ensure you understand your results fully. We are committed to the science and stand behind it.

How to Initiate a Return or Claim

Contact us at helloanz@muhdohub.com with your order number, the reason for your return or claim, and any relevant photos if applicable. We aim to respond within 2 business days.

Your rights under the Australian Consumer Law and the New Zealand Consumer Guarantees Act are not limited by this policy.