Return Policy

Effective date: July 1, 2026

This Return Policy explains when an order placed through Pharmacogenetic Testing Canada may qualify for cancellation, return, replacement, re-testing, or refund.

Testing kits and laboratory services differ from ordinary retail products. Collection materials may be hygiene-sensitive, tamper-sensitive, registered, customized, or intended for one-time use. Laboratory, fulfilment, and administrative costs may also be incurred before a report is issued.

Please review this policy before placing an order through pharmacogenetictesting.ca.

1. Cancellation requests

Contact us as soon as possible if you need to cancel an order.

A cancellation may be considered when:

• The order has not entered fulfilment
• The kit has not been prepared
• The kit has not been shipped
• No customized work has started
• The order has not been transferred to a laboratory or supplier
• Sample processing has not begun

Cancellation cannot be guaranteed after fulfilment starts.

Where permitted, an approved refund may be reduced by payment-processing, administrative, shipping, handling, supplier, or fulfilment expenses already incurred.

2. Kits 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 parcel, unless the shipment resulted from an error by Pharmacogenetic Testing Canada.

Do not return a testing kit without first contacting customer support. Unauthorized returns may not be accepted or refunded.

3. Unopened testing kits

An unopened kit may be considered for return when:

• Return authorization is obtained in advance
• The kit remains unused
• The original packaging is intact
• No sample has been collected
• All components are included
• The kit has not expired
• The product is eligible for return
• No laboratory or registration work has begun

The customer may be responsible for return postage and the original delivery cost.

Approval depends on the product type, kit condition, registration status, and costs already incurred.

4. Opened, registered, or used kits

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

A refund is normally unavailable after:

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

Single-use or exposed collection materials cannot normally be restocked or reused.

Laboratory work, consumables, staff time, and third-party services cannot generally be recovered after processing begins.

5. Damaged, incomplete, or incorrect kits

Inspect the package shortly after delivery.

Contact us promptly if:

• The kit arrived damaged
• Required collection materials are missing
• The wrong product was delivered
• A component appears defective
• The parcel appears to have been opened
• The kit cannot be used safely

Please provide:

• Your name
• Order number
• A description of the issue
• Photographs, where available
• Details shown on the package label

Do not use damaged, contaminated, expired, or incorrect materials unless our support team confirms that they are suitable.

Depending on the circumstances, we may replace an affected component, send another kit, or provide another appropriate remedy.

6. Customer collection responsibilities

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

Customers are responsible for:

• Reading all instructions before collection
• Following preparation requirements
• Using the correct sample type
• Collecting the sample as directed
• Avoiding contamination
• Completing required consent forms
• Matching identifiers to the correct order
• Packaging the sample properly
• Returning it through the approved method

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

7. Consent, requisition, and submission forms

Some tests require consent forms, requisitions, submission documents, identity details, or additional information before testing can begin.

Customers must:

• Complete all required fields accurately
• Provide required signatures or authorization
• Match documents with the correct sample
• Submit forms using the instructed method
• Respond to requests for missing information

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

Delays caused by incomplete documentation do not normally create an automatic right to cancellation or refund.

8. Failed, insufficient, or unsuitable samples

Biological samples do not always produce usable results.

A sample may fail because of:

• Insufficient sample material
• Improper collection
• Contamination
• Incorrect sample type
• Leakage
• Damage during shipping
• Delayed return
• Incorrect storage
• Incorrect packaging
• Failure to meet laboratory quality requirements

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

The available resolution may depend on:

• The test purchased
• The cause of the failure
• The laboratory’s quality review
• Costs already incurred
• Whether another sample can reasonably be collected
• The applicable laboratory or supplier policy

9. Replacement samples and re-testing

Where available, the customer may be asked to collect and return another sample.

The available resolution may include:

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

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

Re-testing will extend the original estimated completion date.

A replacement kit does not guarantee that the next sample will produce a usable result.

10. Laboratory turnaround time

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

Turnaround estimates do not include:

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

Turnaround periods are estimates unless a guaranteed timeframe is expressly provided in writing.

Shipping delays are outside laboratory turnaround time.

11. Results delivered through the reseller process

Results are provided through the reseller process.

Depending on the service, customers may receive results through:

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

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

12. Pharmacogenetic testing expectations

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

A refund is not normally available because:

• The results differ from the customer’s expectations
• The report does not identify an expected variant
• The customer disagrees with the findings
• A medication recommendation is not included
• A healthcare provider recommends further testing
• The report does not answer a question outside the stated testing scope
• A healthcare provider decides not to alter treatment
• The report does not provide a diagnosis

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

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

13. Medical and prescribing decisions

Pharmacogenetic reports may contain information intended to support discussion with a qualified healthcare professional.

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

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

Pharmacogenetic Testing Canada does not control how an independent healthcare provider uses or interprets the report.

14. Shipping delays and carrier problems

Pharmacogenetic Testing Canada does not control postal services, courier networks, weather, transportation systems, or other carrier operations.

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 so that the available carrier information can be reviewed.

A carrier investigation may be required before a replacement or refund decision is made.

15. Prenatal and specialized testing kits

Specialized tests may include separate collection, timing, documentation, handling, and return requirements.

Where a prenatal testing service is offered or purchased, customers must follow the return instructions included inside the prenatal kit.

Do not substitute:

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

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

16. Return authorization

Contact Pharmacogenetic Testing Canada before returning any product.

A return request should include:

• 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, where applicable

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

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

17. Approved refunds

Approved refunds are normally returned to the original payment method.

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

Where permitted, the refunded amount may exclude:

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

18. Order changes

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

Changes may not be possible after:

• The kit has been prepared
• A shipping label has been created
• The parcel has been transferred to the carrier
• The kit has been registered
• The sample has been submitted
• Laboratory processing has started

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

19. Contact us

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

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

Include your name, order number, reason for the request, and any supporting photographs or documentation.

You may also review our Shipping Policy and Privacy Policy.