FAQs

Our subscription shopping system gives you access to 10% discounts on your purchases while you don't have to worry about having to reorder every time your product runs out.

Our subscription model is 100% flexible and allows you to cancel, pause or edit your subscriptions at any time. In addition, we always send renewal reminders for your subscriptions so that you are aware of your upcoming orders.

You can do this through the email you received when you made the purchase, by clicking on "Manage Subscription" or through the user portal of the website:
- Via email
- Through the user portal

As soon as your order is approved, you will receive an e-mail with the order number as confirmation. In case you have completed the payment process and you have not received the confirmation e-mail, please contact our customer service team via our e-mail: info@kobholabs.com

When you add the product to your cart, click on "Check Out", then you must complete the shipping details and before proceeding to checkout, you must enter your discount code and click on "apply" and then "continue". Finally, you must click on continue with the payment and select the payment method and your payment details.

In the confirmation e-mail when you make your purchase, the tracking number and the company responsible for the shipment is included so you can track your order.

You can contact our customer service team via e-mail: info@kobholabs.com

The available payment methods are:

For one-off purchases:
- Payment by credit card
- Payment via paypal

For subscription purchases:
- Card payment

Some banks as a security measure ask the customer to confirm the purchase, this confirmation must be done through your banking app. If you are experiencing problems of this type, please contact our customer service team so that we can provide you with a solution via our e-mail: info@kobholabs.com

PAYMENT VERIFICATION PROCESS
Due to the new European PSD2 regulation, you may be required to go through a verification step when paying with a credit or debit card during the checkout process.

There are several methods, but the most common ones are based on verifying the payment through your bank's app on your mobile phone or with a temporary one-time code.

To receive the verification request, you may first need to register for the service. Contact your bank for more information.

If you have any problems completing a transaction on our website, please contact our customer service via email: info@kobholabs.com

The security of the information that customers delegate to Kobho Labs is one of our top priorities.

At Kobho Labs, we invest a lot of resources and use the latest technologies available to ensure that your payment data is processed in a secure environment.

Our e-commerce platform has several certifications of best practices in information security management, as well as compliance with the Payment Card Industry Data Security Standards, which verify that we follow the industry's most demanding recommendations and standards to provide you with a private, complete and secure shopping experience.

Products will be delivered to the address indicated by the user when placing the order within approximately one to seven working days after they leave Kobho Labs' warehouse, depending on the destination.

Kobho Labs does not assume any responsibility when the delivery of the product does not take place due to false, inaccurate or incomplete information provided by the user or when the delivery cannot take place due to reasons beyond the control of the shipping company assigned for such purpose, such as the absence of the user or the retention of the product in customs.

Kobho Labs does not guarantee that orders will be delivered at specific and concrete times. If the buyer indicates a specific delivery date or, within it, shows a preference for a specific time slot, it will be understood that he/she does so as a guideline.

Delivery times are approximate, although Kobho Labs permanently tries to comply with them, and on Saturdays, Sundays and holidays there is no pick up or delivery service, which will affect the calculation of delivery dates.

For orders to the Canary Islands, prices are quoted exclusive of taxes. These orders are subject to taxes and customs duties of the destination country.

These charges and formalities are the responsibility of the customer/consignee. They must be paid to the carrier at the time of delivery. You are responsible for payment of all government taxes, administrative fees and customs duties charged by a carrier when you use the website or make a purchase.

Yes, we ship free of charge to all Europe, except UK. We do not ship to other continents at the moment.

We work with couriers who always try a new delivery. However, if after two delivery attempts you are not at home you should contact customer service through our e-mail: info@kobholabs.com as your order will be deposited at a collection point and if it takes more than a week to go for it, it will be returned to origin.

Once orders are received, they are blocked for shipping. If you have already made a purchase you will not be able to modify it. If you have this issue you should contact customer service through our e-mail: info@kobholabs.com urgently so we can try to help you.

You should take a photo if the product is in bad condition and you want to make a claim. To request such a claim you should contact customer service through our e-mail: info@kobholabs.com attaching the photos of the damaged product.

First of all, you should check the tracking number provided to you to know the status of your order. In case there has been an incident, you should contact customer service through our e mail: info@kobholabs.com

You can return any of our products within 14 days of delivery for a refund.

To receive your refund, the items must be unused and in the same condition in which you received them.

Kobho Labs will be responsible for any costs due to mistake or failure of our delivery. In the case of a return or exchange, the customer must contact our customer service through our e-mail: info@kobholabs.com to be informed about the costs of this procedure.

Once we receive and review your return, we will send you an email informing you about your refund, which will take about 5 business days to be reflected in your bank account. The refund will be made according to the original payment method used.

The price is €199.

3 to 6 weeks from receipt of the sample at the laboratory.

1. Request your test
2. Receive it and register it on the web site.
3. Deposit your buccal sample
4. We pick up your free sample
5. Receive your results
6. Boost your health

Only you, ADN Institut and us. In addition, our laboratories are located within the Spanish territory, so in no case neither your sample nor your data will travel outside Spain.

The price is €199.

Turnaround time ranges from 10 to 20 working days from receipt of the sample in the laboratory.

1. Request your test
2. Receive it and register it on the web site.
3. Deposit your buccal sample
4. We pick up your free sample
5. Receive your results
6. Boost your health

We advise you to perform a new biological age / telomere length study in one year to detect possible improvements in the aging rate of your cells. However, if you are following specific treatments to reverse the rate of aging, we advise you to perform the next study in 6 months.

Only you, ADN Institut and us. In addition, our laboratories are located within the Spanish territory, so in no case neither your sample nor your data will travel outside Spain.