We want refunds to be simple and predictable. In short: you can cancel for a full refund until your sample reaches us, and once testing begins the fee covers the work performed, whatever the result.
1. Before your sample arrives
You may cancel a paid order at any time before we receive your sample for a full refund. Just email us with your reference number.
2. After your sample arrives
- Before testing starts: you may cancel for a refund minus a $25 USD handling fee per sample.
- After testing starts: fees are not refundable, because laboratory time, reagents and instrument runs have been used.
- If you cancel one analysis on a multi-test order before it starts, we refund that analysis.
3. Results are not grounds for a refund
You pay for the analysis, not for a particular outcome. Low purity, an identity mismatch or a positive contamination screen are valid results and are not refundable.
4. When we will refund or retest
- Our error: if we confirm a laboratory error affected your result, we will retest at no charge or refund that analysis, whichever you prefer.
- Test we cannot perform: if we are unable to complete an analysis for reasons on our side, that analysis is refunded in full.
- Billing mistakes: duplicate or incorrect charges are refunded in full.
5. Declined samples
If we decline a sample under our Terms of Service before testing, you may choose a refund minus the $25 USD handling fee, or a credit for the full amount toward a replacement sample within 90 days. Shipping costs are not refunded.
6. Lost or damaged shipments
Samples are your responsibility until they arrive at our lab. We cannot refund shipping costs or replace samples lost or damaged in transit, so we recommend a tracked, insured service. Your order fees remain refundable under section 1 if the sample never arrives.
7. How refunds are paid
Refunds are issued in US dollars to the original payment method within 10 business days of approval. We are not responsible for currency conversion differences charged by your bank or card issuer.
8. Billing questions and disputes
Please raise any billing concern within 60 days of the charge by emailing us; most issues are resolved quickly. If you open a chargeback without contacting us first, we may pause work on open orders until it is resolved.
9. How to request a refund
Email info@ridgewelldiagnostics.com with your reference number and the reason for your request. We reply within two business days.