We may not be able to cancel after
- The order enters handling.
- The kit is prepared.
- Shipping papers are made.
- The kit is sent.
- A digital service is turned on.
- The sample is received.
- Lab work starts.
- Lab time or supplies have been set aside.
Trust & support
Return Policy for Microbiome Test Kits
This return policy covers order changes, unused kit returns, refunds, new kits, and failed samples.
Test kits are not normal retail goods; They contain sample items and may be set aside for lab work. So, what we can do depends on the stage of the order and the state of the kit.
Important: this policy does not set one fixed return period for every order; You must ask for return approval first. The reply will give you the deadline and return steps for your case.
Cancel an orderAsk as soon as you can. The order stage will decide what is still possible.
Return an unused kitGet return approval before you send it back.
Opened or used kitIt usually cannot be returned for safety reasons.
Failed sampleYou may need a new kit or new sample. A full refund is not automatic.
Quick answers
What Happens in Common Return and Refund Cases?
Start with this table; It shows the usual result for each case. We still need to check the order, kit, and sample before a final decision.
| Situation | Usual policy result | What to do |
|---|---|---|
| You changed your mind early | We may still be able to cancel the order. | Email support at once. |
| The kit is unused and sealed | It may qualify for return if it is complete, not active, and in the first box. | Ask for return approval first. |
| The kit is open, used, or active | It usually cannot be returned. | Contact support if the kit was wrong or damaged. |
| The wrong kit arrived | We may offer a new kit or another fix after review. | Keep the kit, box, label, and photos. |
| The sample fails lab checks | You may need a new sample. Extra costs may apply. | Wait for support steps before trying again. |
| Lab work has started | Work already done is usually not refundable. | Contact MicrobiomeTest.us if you think there was an error. |
Order changes
When an Order May Be Too Far Along to Cancel
Send a cancel request as soon as possible; There is no fixed cancel window. Orders can move into packing or lab work at different times.
If some costs are already spent
An approved refund may be lower than the order total; Costs already spent may be taken out. This can include shipping, payment fees, admin work, or lab work.
Sending a cancel request does not promise a full refund.
Unused kits
Rules for Returning an Unused Test Kit
Do not send a kit back without return approval; A kit sent back on its own may not be accepted.
A return will usually need the kit to be
- Unused.
- Unopened.
- Not registered.
- Not active.
- Not damaged.
- Complete.
- In the first box or pack.
- Matched to the right order details.
- Sent back by the deadline in your approval email.
These items usually cannot be returned
- Opened or used kits.
- Used sample items.
- Registered or active kits.
- Kits with broken seals.
- Missing or damaged kit parts.
- Lab work that has started or finished.
- Reports that have already been sent.
You will usually pay return shipping; We may cover it if the return is due to our error. The first shipping and handling fee is usually not refunded.
Damaged or wrong kit
What to Do if Your Kit Arrives With a Problem
Contact us before you use the kit; Do this if the wrong kit arrives, items are missing, the box is damaged, a seal is broken, or sample items look unsafe to use.
1
Keep the kit
Keep the box, label, kit, and damaged items.
2
Take photos
Take clear photos of the box, label, contents, and damage.
3
Send order details
Send your order number and a short note about the issue.
4
Wait for our reply
If we confirm an error, we may offer a new kit or another fix.
Failed samples
What Happens if a Sample Fails or Is Rejected?
A lab can only work with a sample that meets its checks; A failed sample does not by itself mean you get a full refund.
You may need a new sample because of
- Too little sample.
- Wrong sample steps.
- Contamination.
- Wrong packing or labels.
- Damage in transit.
- Missing ID details.
- A long delay before shipping.
- Wrong storage.
- Lab quality checks.
- Limits of the sample itself.
New kit and refund review
When it makes sense, support may send a new kit or ask for a new sample; You may have to pay for the kit, lab work, or shipping. This depends on why the sample failed.
A free new kit or full refund may be refused if the problem came from wrong collection, labels, storage, packing, or return steps.
Refunds
How Approved Refunds Work
We normally send an approved refund back to the same payment method; Your bank or card firm controls how long it takes to show on your account.
Some costs may not be refunded
- First shipping charges.
- Return shipping.
- Payment fees.
- Customs or broker fees, if any.
- Admin work already done.
- Lab work already done.
- New-kit costs.
- Other third-party costs already spent.
Lab time is not the same as a return deadline
The current Gut Microbiome Test lists about 15–20 work days for lab work after an accepted sample reaches the lab; Shipping, sample collection, return transit, and a new sample are separate.
A shipping or lab delay does not by itself create a right to a refund.
Before you order
Check the Test and Report Before Checkout
Clear details can prevent return problems. Before you buy, review the gut microbiome test, see how the microbiome test works, and view a sample microbiome report.
You can also understand your microbiome results, review the microbiome test cost, and order a microbiome test after you check the current details.
U.S. consumer guidance
The U.S. Federal Trade Commission tells online shoppers to read return and refund rules before they buy. It also says to check the return deadline, who pays return shipping, and what records to keep. See the FTC online shopping guide and FTC return and refund guide.
Get support
How to Ask for a Cancel, Return, New Kit, or Refund Review
2
Give your order number
Send enough detail for us to find the order.
3
Say what you need
Tell us if you need a cancel, return, new kit, or refund review.
4
Follow the reply
Do not send a kit back or take a new sample until support gives you the next steps.
For orders made through MicrobiomeTest.us, contact MicrobiomeTest.us first; A partner lab may not be able to approve a refund, cancel an order, send a new kit, or give order status.
Return policy FAQ
Common Questions About Returns and Refunds
Can I cancel my order?
Ask as soon as you can; We may not be able to cancel after packing, shipping, kit activation, sample receipt, or lab work starts.
How long do I have to return an unused kit?
This policy does not set one fixed return period; Get return approval first. The approval email will give you the deadline for your case.
Can I return an opened or registered kit?
Usually no; Opened, used, registered, active, damaged, or incomplete kits are usually not accepted for return.
What if my sample fails or is rejected?
You may be asked for a new sample or sent a new kit; Extra costs may apply. A failed sample does not by itself mean a full refund.
Who pays return shipping?
You will usually pay return shipping unless the return is due to our error; The first shipping and handling charge is usually not refunded.
How are approved refunds paid?
We normally send the refund to the same payment method; Your bank, card firm, or payment service controls when the credit appears.
Need help?
Contact Us Before You Send a Kit Back
If you need to cancel, return a kit, ask for a new kit, or request a refund review, contact support first.
Keep your order number, kit, box, shipping records, and photos until the issue is closed.