Política de reembolso

    Refund Guidelines:

    1. If you cancel your order before we’ve packaged and prepared to ship it, you will receive a full refund.
    2. If you cancel your order or request a refund after we’ve packaged and prepared to ship it and before you’ve used it, you will receive a partial refund. In this case, we’ll refund you the cost of your test(s), minus $30 for each test, to cover the cost of materials. 
    3. Once your order has shipped, shipping fees cannot be refunded.
    4. We do not take responsibility for shipping delays that are out of our company's control, and therefor do not offer any refunds for delayed orders (both to you and back to the lab).
    5. If an order was lost in transit, we will offer a one time replacement kit free of charge.
    6. Refunds must be requested within 14 days of placing your order. We are unable to issue refunds past the 14-day point, or for test kits that have already been used or sent to the lab.
    7. Please do not return test kits to KitLab, as we cannot use them once they’ve been dispatched. If you have a refunded kit in your possession, please recycle the paper products and dispose of the rest in a regular waste bin.
    8. For Subscription orders: To qualify for the subscription discount, customers must complete a minimum of two subscription orders. If the subscription is canceled before the second order is fulfilled, the discount applied to the first order will be charged retroactively. 

     

    Replacements:

    In case of patient error:

    If the sample can’t be processed because:

    Then:
    • The vial was over- or under-filled
    • Blood cells were broken from excessive finger squeezing (hemolysis)
    • The test kit wasn’t activated
    • The test was given to the wrong courier
    • Other patient error
    • Receive one free replacement test kit per test type
    • Receive additional replacement kits at $30/ea in case of subsequent patient errors

     

    In case of our error:

    If a replacement kit is necessary because of:

    Then:
    • KitLab lab delays
    • Other KitLab error
    • Receive your replacement kit(s) for free

     

    For any additional questions, please contact our Customer Support Team