Last updated: July 1, 2026
This Return, Cancellation and Refund Policy applies to testing kits and related services purchased through MicrobiomeTest.us.
Because testing kits contain specimen-collection materials and may be prepared for laboratory processing, they cannot always be returned in the same way as ordinary retail products.
Customers should review this policy before placing an order.
1. Order cancellations
Customers should contact MicrobiomeTest.us as soon as possible to request an order cancellation.
Submitting a cancellation request does not guarantee that the order can be cancelled.
An order may no longer be eligible for cancellation after:
- The order has entered processing
- The testing kit has been prepared
- Shipping documents have been generated
- The kit has been dispatched
- A digital service has been activated
- The customer’s sample has been received
- Laboratory processing has started
- Laboratory resources have been allocated
Approved refunds may be reduced by payment-processing fees, administrative costs, shipping expenses, laboratory charges, or other non-recoverable costs.
2. Returning an unused testing kit
Customers must obtain return authorization from MicrobiomeTest.us before returning a testing kit.
Sending a kit back without authorization does not guarantee that the return will be accepted or that a refund will be issued.
To be considered for an approved return, a testing kit must generally be:
- Unused
- Unopened
- Unregistered
- Unactivated
- Undamaged
- Complete
- In its original packaging
- Accompanied by the relevant order information
- Returned within the authorized return period
For health, safety, contamination-control, and chain-of-custody reasons, opened or used testing kits cannot normally be returned.
Return shipping costs are generally the customer’s responsibility unless the return results from an error made by MicrobiomeTest.us.
Original shipping and handling charges are normally non-refundable.
3. Non-returnable and non-refundable items
The following products, costs, and services are generally non-returnable or non-refundable:
- Opened testing kits
- Used collection materials
- Registered or activated kits
- Kits with broken seals
- Kits damaged after delivery
- Incomplete kits
- Missing collection materials
- Completed laboratory services
- Partially completed laboratory services
- Orders for which samples have reached the laboratory
- Digital reports that have already been released
- Personalized or specially prepared services
- Shipping and handling charges
- Customs, tax, duty, and brokerage charges
- Replacement kits required because instructions were not followed
- Services delayed because customer information was missing or inaccurate
Refund eligibility depends on the stage of order fulfilment and the circumstances of the request.
4. Laboratory turnaround time
Laboratory turnaround time begins only after the customer’s sample has arrived at the laboratory and has been accepted for processing.
The laboratory turnaround period does not include:
- Delivery of the kit to the customer
- Time required to collect the sample
- Return shipping to the laboratory
- Courier or postal delays
- Customs delays
- Missing consent forms
- Missing documentation
- Sample recollection
- Additional laboratory testing
Estimated turnaround times are not guaranteed completion dates.
A shipping delay or laboratory-processing delay does not automatically make an order eligible for cancellation or a refund.
5. Consent forms and required documents
Some tests require signed consent forms, identification, health information, or other supporting documentation.
Customers are responsible for completing all required information accurately and promptly.
Testing may be delayed or placed on hold when:
- A consent form is missing
- A required signature is missing
- A form is incomplete
- The customer information does not match the sample
- Required identification has not been supplied
- Collection details are incomplete
- The laboratory requires clarification
A delay caused by missing or incorrect customer information does not automatically qualify an order for a refund.
6. Failed, insufficient, or rejected samples
Laboratory testing depends on the quality, quantity, and condition of the sample received.
A sample may fail, be rejected, or require retesting because of:
- Insufficient sample material
- Improper sample collection
- Contamination
- Incorrect packaging
- Incorrect labelling
- Damage during transportation
- Missing identification information
- Excessive delay before shipment
- Failure to follow storage instructions
- Laboratory quality-control requirements
- Technical limitations associated with the sample
When appropriate, a customer may be offered a replacement kit or asked to provide another sample.
Replacement-kit, recollection, laboratory, and shipping charges may apply depending on the reason for the failure.
An insufficient, failed, rejected, or inconclusive sample does not automatically create a right to a full refund when collection materials, shipping, administrative work, or laboratory resources have already been used.
7. Microbiome sample handling
Microbiome testing may require specific collection, storage, packaging, and return conditions.
Customers are responsible for following the instructions supplied with the testing kit.
A refund or free replacement may be refused when a sample becomes unusable because the customer:
- Used the wrong collection method
- Did not secure the sample container
- Failed to follow storage instructions
- Delayed returning the sample
- Used unauthorized packaging
- Failed to label the sample
- Sent the sample to the wrong address
Each case will be reviewed based on the test requirements and the available information.
8. Prenatal testing kits
When a prenatal testing kit is supplied, the customer must follow the collection and return instructions included inside that kit.
General testing-kit instructions must not be substituted for prenatal kit instructions unless specifically authorized.
Failure to follow the prenatal instructions may result in:
- Sample rejection
- Delayed testing
- Recollection
- Additional laboratory work
- Additional replacement or shipping charges
Cancellation and refund eligibility may be limited once a prenatal kit has entered preparation, fulfilment, or laboratory processing.
9. Incorrect, incomplete, or damaged kits
Customers should contact MicrobiomeTest.us promptly if:
- The wrong testing kit was delivered
- Required materials are missing
- The package arrived damaged
- The security seal appears broken
- Collection materials appear unusable
We may request:
- Photographs of the package
- Photographs of the shipping label
- Photographs of the kit contents
- The customer’s order number
- A written description of the problem
When an error is confirmed to have been caused by MicrobiomeTest.us or an authorized fulfilment provider, an appropriate replacement or other resolution may be offered.
Customers should not discard the kit, packaging, label, or damaged materials until the issue has been reviewed.
10. Reseller laboratory process
MicrobiomeTest.us operates through a reseller testing process.
Customer samples may be processed by independent laboratory partners.
Results are returned to MicrobiomeTest.us through the reseller process and are then delivered to the customer using the applicable reporting method.
Independent laboratories may not be authorized to provide customers directly with:
- Refund decisions
- Order cancellations
- Replacement kits
- Customer-service resolutions
- Direct report delivery
- Order-status information
All requests concerning orders placed through MicrobiomeTest.us should be submitted directly to MicrobiomeTest.us.
Disagreement with or dissatisfaction about a properly completed laboratory result does not automatically qualify the customer for a refund.
11. Customer errors
Customers are responsible for reading and following all instructions supplied with their testing kit.
A refund or free replacement may be refused when a problem results from:
- Incorrect sample collection
- Failure to label the sample
- Use of contaminated materials
- Use of expired collection materials
- Failure to include required documentation
- Failure to complete a consent form
- Use of an unauthorized return method
- Failure to follow prenatal kit instructions
- Sending the sample to an incorrect address
- Excessive delay in returning the sample
- Improper sample packaging or storage
Each request will be reviewed according to the applicable test requirements.
12. Refund processing
Approved refunds will normally be returned to the original payment method.
The time required for a refund to appear depends on the customer’s bank, card issuer, payment provider, and payment method.
MicrobiomeTest.us is not responsible for delays caused by financial institutions or third-party payment processors.
An approved refund may exclude:
- Original shipping charges
- Return shipping costs
- Payment-processing fees
- Customs or brokerage charges
- Administrative work already completed
- Laboratory work already performed
- Replacement-kit costs
- Non-recoverable third-party expenses
13. Chargebacks and payment disputes
Customers should contact MicrobiomeTest.us before submitting a payment dispute or chargeback so that we have an opportunity to review and resolve the issue.
A chargeback does not automatically stop laboratory work that has already started.
When responding to a dispute, MicrobiomeTest.us may provide the payment provider with relevant records, including:
- Order confirmations
- Payment records
- Customer communications
- Shipping information
- Tracking and delivery records
- Kit registration information
- Laboratory-processing information
- Applicable policy terms
14. Contact us
To request an order cancellation, authorized return, replacement, or refund review, contact:
MicrobiomeTest.us
Email: info@microbiometest.us