This is a summary of TrueHealthLabs.com’s Return/Cancellation Policy. Details can be found in our Terms of Service.
What is the Return/Cancelation Policy?
- You may cancel your order before specimen collection with a refund equal to the price of the total order less 10% cancelation fee.
- Cancellations must be done before 4 months of your purchase date. Refunds can not be granted after that time.
- If you plan on holding a test for greater than 4 months, send an “extension” email to support@truehealthlabs.com.
- Refunds can not be granted after lab reports are finalized.
Why are there fees?
High payment processing fees are frustrating for everyone. In order to provide you with the best laboratory service we can, we must minimize these fees which become hyper-inflated with cancelations.
What are some examples of when we can waive the fee?
- If there were specimen issues (confirmed by the processing lab) that resulted in an inaccurate report.
- If the lab ran and reported the wrong lab test per marker (e.g. if they ran 1 additional test that was not on your order form, we will refund you for that 1 test and not the entire panel. The same goes for if the lab missed running a particular test).
- If you opt to receive store credit. This is helpful if you change your mind and want to order a different test(s).
What are some examples of when we can not waive the fee?
- If you are not satisfied with the results of the report and there were no sample issues.
- If an order was placed and then the decision was made not to do the test (in this case, you can get store credit; see above).
Tips
- Make sure you are certain you have chosen the correct test(s) before checking out. The most common reason for incurring fees is the changing of mind after checking out. You can change your order without fees by choosing other tests.
