Legal
Withdrawal and refunds
You can change your mind about a HealthOS order within 14 days. This page says how, what can’t be returned once it is opened, and when your money comes back.
Who you buy from
Products on healthosx.com, in the HealthOS app and through the HealthOS API are sold by Tarek Junied, Pontstraße 117, 52062 Aachen, Germany. Email support@healthosx.com or write to us on WhatsApp at +49 152 06247911.
Your right of withdrawal
If you are a consumer, you can withdraw from your purchase within 14 days without giving a reason.
For goods (the DNA Kit, the HealthOS Sensor, the blood home kit, devices and test kits), the 14 days start on the day you, or someone you name who is not the carrier, receive them. If one order arrives in several parcels, they start when the last one arrives.
For services (a blood draw or a home visit that we arrange for you), the 14 days start on the day you order.
How to withdraw
Tell us clearly that you want to withdraw: by email to support@healthosx.com or on WhatsApp at +49 152 06247911, with your order number (it starts with HOS-) if you have it. You can use the model form at the end of this page, but you don’t have to. Your message only has to be sent before the 14 days end.
What can’t be returned once opened
Some items are sealed for health protection and hygiene reasons. Once you open the seal, the right of withdrawal ends (§ 312g(2) no. 3 of the German Civil Code, BGB). This applies to:
- the sealed saliva collection tube of the DNA Kit;
- the sterile pack of the HealthOS Sensor;
- the sealed sample kits of the blood home kit and of the gut microbiome, biological age, hormone and allergy tests.
A blood draw or home visit: if you withdraw before your sample is taken, we refund you in full. Once the sample has been taken at your request, the service has been fully performed and the right of withdrawal ends.
Sending an item back
Write to us first, and we reply with the address to send it to. Send the item back within 14 days of telling us that you withdraw. You pay the direct cost of sending it back. You only pay for a loss in value if you handled the item more than you needed to check it.
Your refund
We refund everything you paid, including the delivery that was in the price, within 14 days of receiving your withdrawal. The money goes back the way you paid: Stripe returns it to your card, Apple Pay or Google Pay. For goods, we may wait until the item is back with us, or until you show us that you sent it, whichever comes first. Your bank may take another 5–10 working days to show the refund.
Orders we can’t deliver
If we can’t ship to your address, for example the DNA Kit to New York or Maryland, or to a country where it isn’t sold, we cancel the order and refund it in full by ourselves. You don’t need to do anything.
If the lab can’t read your DNA sample
This happens with a few percent of samples, usually when there is too little saliva. We send you a replacement kit free of charge.
Damaged, faulty or lost
If an item arrives damaged or doesn’t work, or the parcel never arrives, tell us and we send a replacement or refund you. Your legal warranty rights are not affected; they are separate from the right of withdrawal.
Wherever you live
The consumer protection laws of the country where you live still apply. If they give you more than this page does, you get the more.
Model withdrawal form
If you want to withdraw, you can fill in this form and send it to us. You don’t have to use it.
To: Tarek Junied, Pontstraße 117, 52062 Aachen, Germany, support@healthosx.com
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*) / for the provision of the following service (*):
Ordered on (*) / received on (*):
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date:
(*) Delete as appropriate.
Contact
Last updated: 30 October 2026