Refund policy

01Monthly membership

Blue Pomera's standard membership is currently $79 per month, plus applicable taxes, and renews automatically each month unless a different price or plan is shown at checkout.

• Monthly membership charges are non-refundable once processed, including the initial membership charge and subsequent renewal charges, except where a refund is required by applicable law in the user's jurisdiction.
• You may turn off automatic renewal at any time before your next billing date through the cancellation method provided in your account or by contacting [email protected].
• Turning off automatic renewal prevents future recurring charges. It does not generate a refund for the current or any prior billing period.
• After automatic renewal is turned off, you will normally continue to have access to Blue Pomera through the end of the billing period already paid for.

02DNA, biomarker and at-home collection orders

Testing services involve multiple independent steps and third-party costs. Refund eligibility therefore depends on how far the order has progressed.

• Before fulfillment or processing begins: an eligible testing order may be canceled for a full refund.
• After a physical kit has shipped but before it is used: contact us within 30 days of delivery. If the kit is unopened, unused and return-eligible, we may authorize a return. Original shipping charges are not refundable unless the shipment was our error or the product arrived damaged or defective.
• After a sample is collected, a clinical authorization/order is issued, laboratory processing begins, or a third-party nonrecoverable fee is incurred: the applicable laboratory, clinician/telehealth, processing, collection, or shipping portion may be non-refundable.
• Rejected or insufficient sample: if a provider determines a recollection is appropriate, the usual remedy is a replacement/recollection kit rather than a cash refund, subject to the provider's protocol and applicable law.
• Damaged, defective or incorrect kit: notify us promptly. We will arrange a replacement or other appropriate remedy at no additional product cost where the issue was not caused by misuse.

Because the exact point at which third-party fees become nonrecoverable may differ by test, your checkout or test-order flow may provide more specific cancellation information. If a more specific disclosed testing rule conflicts with this general section, the more specific rule controls to the extent permitted by law.

03Supplements and other physical products

• Supplement purchases are eligible for a refund if the request is submitted within 30 days of delivery, subject to the refund limits in this policy. For health, safety and quality-control reasons, supplements are not returnable, whether opened or unopened. Customers should not ship supplements back to Blue Pomera unless specifically instructed to do so.
• A customer/account is limited to one approved supplement refund, unless Blue Pomera determines otherwise or applicable law requires a different result.
• If a supplement refund is approved, the customer is not required to return the product. Damaged, defective or incorrectly shipped supplements should be reported promptly to [email protected] so Blue Pomera can determine the appropriate refund or replacement.
• Other unopened, unused and resaleable physical products purchased directly from Blue Pomera may be returned within 30 days of delivery after obtaining return authorization. Biological collection materials, personalized products, testing kits that have been opened or used, and items marked final sale are not returnable unless defective, damaged, incorrectly shipped, or applicable law requires otherwise. Return shipping is the customer's responsibility unless Blue Pomera made the fulfillment error or the product arrived damaged or defective.

04Refund abuse and account termination

Blue Pomera reserves the right, to the extent permitted by applicable law, to suspend or terminate a customer's account after a refund has been approved. This right is intended to protect Blue Pomera from repeated refund requests, misuse of this policy, or circumstances in which continued account access could result in recurring refund claims.

If an account is suspended or terminated following an approved refund, the customer may lose access to the affected membership, subscription, purchasing privileges, or related Blue Pomera services associated with that account. Account suspension or termination does not affect any refund, warranty, or consumer-protection rights that cannot legally be waived under applicable law in the user's jurisdiction.

05Marketplace or third-party products

If the Blue Pomera marketplace offers a product sold or fulfilled by an independent seller, laboratory, manufacturer or other third party, the applicable product page will identify any third-party return or cancellation terms. Blue Pomera will not reduce rights that cannot legally be waived.

06Shipping and fulfillment

Shipping costs, carriers, and estimated delivery times are shown at checkout where available. Delivery estimates are not guaranteed. Orders placed before November 18, 2026 begin shipping on November 18, 2026. Orders may be delayed by carrier conditions, inventory, weather, provider authorization, requirements in the user's jurisdiction, or other circumstances outside Blue Pomera's reasonable control.

For testing kits, follow all collection, storage, temperature, packaging and return-shipping instructions supplied with the kit, and ship your sample back the same day you collect it. Failure to follow instructions can make a sample unusable and may affect refund eligibility.

07Lost, stolen or misdelivered packages

Contact [email protected] as soon as possible if tracking shows an unusual delay or a package is lost, damaged or misdelivered. We may need to investigate with the carrier before issuing a replacement or refund. We are not responsible for loss caused by an incorrect address supplied by the customer after an order has already shipped, except where applicable law provides otherwise.

08Refund processing time

Approved refunds are submitted to the original payment method, ordinarily within 5–10 business days after approval. Where a physical return is required under this policy, the refund may be processed after the authorized return is received and approved. Your bank or card issuer may take additional time to post the credit.

09Promotions, credits and referral compensation

Promotional credits, rewards and non-cash benefits are not redeemable for cash unless required by law. A refund or charge reversal may result in the reversal of related referral or distributor compensation in accordance with Blue Pomera's field policies and compensation plan. A member's health information is not used to calculate compensation.

10Chargebacks and billing questions

If you do not recognize a charge or believe we made a billing error, please contact [email protected] promptly so we can investigate. This request does not limit any rights you may have with your card issuer or under applicable law.

11Statutory rights

Nothing in this policy limits refund, cancellation, cooling-off, warranty, or consumer-protection rights that cannot legally be waived under applicable law in your jurisdiction.

12Contact

Email: [email protected]
Privacy: [email protected]