Refund policy

If your kit has not shipped yet, contact us and we will refund it. Once the laboratory has run your sample the work is done and the fee is not refundable. If we make a mistake, we put it right at our cost.

Before your kit ships

Tests are paid for when ordered. If a kit has not yet shipped, contact us at customerservice@labxdiagnostics.com and we will refund it.

After the laboratory has run your sample

Once the laboratory has run the sample, the fee is not refundable — that is what you bought. If we make a mistake, we put it right at our cost.

States we cannot ship to

State law means we cannot send at-home kits to New York, New Jersey, Rhode Island or California. If you order from one of those states we will refund you in full.

Lost, delayed or damaged kits

We replace a kit free of charge when the fault is ours or the carrier's, and your first replacement is free whatever the reason. The full rules, including when a replacement is charged, are in our shipping and replacement policy.

Think a charge is wrong?

Reply to any email from us or write to customerservice@labxdiagnostics.com. We would rather sort it out than have you feel stung.

This page summarises our terms and shipping policy; if they differ, those documents govern.