Return Policy

Effective date: July 1, 2026

This Return Policy explains the cancellation, return, replacement, re-testing, and refund terms that apply to products and services purchased through pharmacogenetictesting.us.

Pharmacogenetic testing kits differ from ordinary retail products. Collection materials may be registered, tamper-sensitive, hygiene-sensitive, customized, or intended for one-time use. Laboratory, fulfillment, shipping, and administrative expenses may also be incurred before a report is completed.

By placing an order, you agree to the conditions described below.

1. Cancellation requests

Customers should contact Pharmacogenetic Testing US as soon as possible when an order needs to be canceled.

A cancellation may be considered when:

• The order has not entered fulfillment
• The testing kit has not been prepared
• The package has not been shipped
• The kit has not been registered
• No customized or laboratory work has begun
• The order has not been transferred to a supplier or testing provider

Cancellation cannot be guaranteed after processing or fulfillment begins.

An approved cancellation may be reduced by non-refundable payment-processing, administrative, supplier, fulfillment, or shipping expenses already incurred, where permitted by law.

2. Orders that have already shipped

A testing kit that has already been shipped may not qualify for a full refund.

Original shipping charges are generally non-refundable after the carrier accepts the package, unless the shipment resulted from an error by Pharmacogenetic Testing US.

Customers must contact us before returning a kit. Packages returned without authorization may not be accepted, processed, or refunded.

3. Returns of unopened kits

An unopened testing kit may be considered for return when all applicable conditions are met:

• Return authorization is obtained in advance
• The package remains sealed and unused
• No collection materials have been opened
• No sample has been collected
• The kit has not been registered or activated
• All original components are included
• The kit has not expired
• The product is eligible for return

Return eligibility depends on the product, condition of the package, supplier requirements, and expenses already incurred.

The customer may be responsible for return postage and original shipping charges.

4. Opened, activated, or used kits

Opened, activated, registered, or used kits are generally not eligible for return.

A refund is normally unavailable after:

• Collection materials have been opened
• The kit has been registered
• A sample has been collected
• The sample has been mailed
• The sample has reached the laboratory
• Laboratory preparation has begun
• Testing or quality review has started
• A report has been completed or released

Used or exposed collection materials cannot normally be restocked or issued to another customer.

5. Damaged, incomplete, or incorrect orders

Customers should inspect the package shortly after delivery.

Contact Pharmacogenetic Testing US promptly when:

• The package arrived damaged
• Collection materials are broken or leaking
• A required component is missing
• The wrong testing kit was delivered
• A component appears defective
• The package appears to have been opened
• The materials cannot be used safely

A request should include:

• Customer name
• Order number
• Description of the issue
• Photographs, when available
• Information shown on the shipping label

Do not collect or submit a sample using damaged, contaminated, expired, or incorrect materials unless our support team confirms that they are suitable.

Depending on the circumstances, we may provide replacement materials, issue another kit, or offer another appropriate resolution.

6. Customer collection responsibilities

Clients must follow the collection, labeling, packaging, storage, and return instructions included with their specific testing kit.

Customers are responsible for:

• Reading all instructions before collection
• Following preparation requirements
• Using the correct sample type
• Collecting enough material
• Preventing contamination
• Labeling the sample correctly
• Matching the sample to the correct order
• Completing required forms
• Packaging and returning the sample as directed

A refund or free replacement may not be available when a problem results from failure to follow the kit instructions.

7. Consent and submission forms

Some tests require completed consent forms, requisitions, authorization documents, or additional information.

Customers must:

• Complete all required fields accurately
• Provide required signatures
• Confirm that they are authorized to submit the sample
• Match forms with the correct kit and sample
• Respond to requests for missing information

A sample may be placed on hold, delayed, or rejected when required documentation is missing, incomplete, unreadable, or inconsistent.

Time spent obtaining or correcting documentation is outside the laboratory turnaround estimate.

8. Failed, insufficient, or unsuitable samples

Biological samples do not always provide enough usable material for analysis.

A sample may fail because of:

• Insufficient DNA
• Improper collection
• Contamination
• Incorrect sample type
• Leakage
• Incorrect labeling
• Improper packaging
• Damage during transit
• Excessive delay before return
• Failure to meet laboratory quality standards

A failed, insufficient, inconclusive, or unsuitable sample does not automatically qualify for a refund.

The available resolution depends on the test ordered, reason for failure, laboratory findings, supplier rules, and costs already incurred.

9. Replacement samples and re-testing

When another collection is available, the customer may be asked to submit a replacement sample.

The resolution may include:

• Replacement collection materials
• A replacement testing kit
• A second sample submission
• Additional laboratory review
• Re-testing

Additional kit, shipping, laboratory, collection, or administrative charges may apply.

Re-testing or recollection will extend the original estimated completion date.

Providing another sample does not guarantee that testing will produce a conclusive or usable result.

10. Laboratory turnaround time

Laboratory turnaround time starts only after the sample arrives at the laboratory and is accepted for processing.

The estimated laboratory period does not include:

• Initial delivery of the kit
• Time taken by the customer to collect the sample
• Return shipping to the laboratory
• Carrier delays
• Laboratory receiving and intake
• Missing-form resolution
• Customer response time
• Replacement-sample collection
• Re-testing
• Additional quality-control review

Turnaround times are estimates unless a guaranteed completion period is expressly confirmed in writing.

Shipping delays are outside laboratory turnaround time.

11. Results provided through the reseller process

Results are sent through the reseller process.

Depending on the service, reports may be delivered through:

• Email notification
• Secure online access
• Communication from Pharmacogenetic Testing US
• Another delivery method described with the product

Customers are responsible for providing accurate contact information and checking spam, promotions, filtered, and junk-email folders.

A delay caused by incorrect contact information does not normally qualify an order for a refund.

12. Expectations about pharmacogenetic testing

Pharmacogenetic testing may provide information about certain genetic variants associated with medication metabolism or response within the scope of the purchased test.

A refund is not normally available because:

• The results differ from the customer’s expectations
• An expected variant is not identified
• The customer disagrees with the findings
• The report does not include a specific medication recommendation
• A healthcare professional recommends further testing
• The report does not answer a question outside the stated scope
• A healthcare professional decides not to change treatment
• The report does not provide a diagnosis

Customers should review the product description, included genes or variants, intended use, and limitations before purchasing.

13. Medical and prescribing decisions

Pharmacogenetic reports may support discussions with a licensed healthcare professional.

Customers should not start, stop, or change medication based only on a test report.

Testing results do not replace medical advice, diagnosis, prescribing decisions, or treatment from a qualified healthcare professional.

Dissatisfaction with a healthcare provider’s interpretation or treatment decision does not make the testing service eligible for a refund.

14. Shipping delays and carrier issues

Pharmacogenetic Testing US does not control postal services, courier networks, weather, transportation systems, or regional delivery conditions.

A shipping delay does not automatically qualify an order for cancellation or refund while the kit or sample remains in transit.

Contact us when tracking information shows a significant delay. A carrier investigation may be required before a replacement or refund decision can be made.

15. Prenatal and specialized testing kits

Certain specialized tests may include separate collection, handling, consent, packaging, timing, and return requirements.

When a prenatal testing service is offered or ordered, the customer must use the return instructions included inside the prenatal kit.

Do not substitute:

• Instructions from another testing kit
• General website return directions
• Standard sample packaging
• An unapproved shipping method

Failure to follow the prenatal-kit instructions may result in delay, rejection, additional charges, sample failure, or the need for another collection.

16. Return authorization process

Before returning a product, contact Pharmacogenetic Testing US and provide:

• Customer name
• Order number
• Product name
• Reason for the request
• Condition of the package
• Whether the kit has been opened
• Whether the kit has been registered
• Whether a sample has been collected
• Supporting photographs, when applicable

When a return is approved, we will provide the applicable packaging and delivery instructions.

Failure to follow the authorized return method may affect refund eligibility.

17. Approved refunds

Approved refunds are generally returned to the original payment method.

The time required for the refund to appear depends on the payment provider, bank, or card issuer.

Where permitted, an approved refund may exclude:

• Original shipping charges
• Return postage
• Payment-processing expenses
• Administrative fees
• Used collection materials
• Kit registration expenses
• Laboratory preparation costs
• Supplier or third-party charges
• Replacement expenses

18. Order changes

Requests to change a product, recipient, shipping address, or testing service should be submitted before fulfillment begins.

Changes may not be possible after:

• The kit has been prepared
• A shipping label has been created
• The package has entered carrier possession
• The kit has been registered
• The sample has been submitted
• Laboratory work has begun

Additional charges may apply when a requested change requires replacement materials, a new kit, reshipping, or administrative work.

19. Contact us

To request a cancellation, return authorization, replacement, re-testing review, or refund assessment, contact:

Pharmacogenetic Testing US
Email: info@pharmacogenetictesting.us
Phone: +1 (844) 822-2211

Include your name, order number, reason for the request, and any supporting information.

You may also review our Shipping Policy and Privacy Policy.