Refund policy

Returns and Refunds Policy

Effective Date: April 2, 2025

Due to the nature of our products, ProDx Health maintains a strict no returns and no refunds policy once testing kits have been shipped. Customers are encouraged to review their orders carefully and make any necessary changes or cancellations before shipment. This policy is in place to ensure the safety, integrity, and compliance of our health products.

By completing a purchase on our website, you are agreeing to our Terms of Service, which includes this Returns and Refunds Policy. It is your responsibility to review these terms before completing your order.

Policy Details

  1. Order Changes and Cancellations:

    • Customers may modify or cancel their orders without penalty before the testing kit has been shipped. To request a change or cancellation, please contact our customer service team promptly.

  2. No Returns or Refunds After Shipment:

    • Once an order has been shipped, it is considered final. Due to health and safety regulations, we cannot accept returned testing kits or issue refunds after shipment.

    • The contents of our kits include items such as lancets, swabs, and other components intended for personal use. Allowing returns of these items poses significant health risks, including potential biohazard exposure and contamination.

    • Any attempt to return an opened or tampered kit will be rejected to maintain the safety and integrity of our products.

  3. Contamination Risks:

    • Allowing returns of testing kits that include blood collection devices such as lancets and swabs can pose a significant risk of exposure to bloodborne pathogens, including but not limited to HIV, Hepatitis B, and Hepatitis C.

    • Once these components are shipped, they cannot be accepted back or redistributed due to the potential health hazards associated with contaminated materials.

  4. Exceptions:

    • If a kit arrives damaged or defective before use, or if there is a shipping error, please contact us within 7 days of receipt. ProDx Health will investigate and may issue a replacement at our discretion.

    • To qualify for a replacement, you must provide a clear, time-stamped photo of the damaged or defective kit at the time of reporting. If you do not save a picture and send it to us within the required timeframe, we cannot honor the request for a return or refund.

    • This exception does not apply if the kit has been used, opened, or otherwise tampered with.

  5. Customer Awareness Acknowledgment:

    • During the purchase process, customers must acknowledge and accept the ProDx Health Terms of Service, which includes this Returns and Refunds Policy, by checking a box before completing their order. By doing so, customers confirm that they have read, understood, and agreed to all terms outlined in this policy.

  6. Sample Return Responsibility:

    • It is the customer’s responsibility to return their samples to us as soon as they are collected.

    • Any samples not mailed within 24 hours of collection must be stored in the refrigerator at a temperature between 32°F and 39.2°F (0°C to 4°C).

    • Samples that are sent back after 48 hours from collection cannot be processed. If you wish to obtain accurate results, you will need to purchase a new kit.

  7. Security and Integrity Clause:

    • Any attempt to return a kit that has been opened or tampered with will be rejected. This is to maintain the safety and integrity of our products.

  8. Privacy and Data Protection:

    • Your privacy and data security are of utmost importance to us. While we cannot accept returns of shipped kits, we ensure that your personal information is securely managed in accordance with our Privacy Policy.

By adhering to these guidelines, ProDx Health ensures a safe and reliable experience for all customers.

Contact Information

Toll-free number: (888) 964-2716
Hours of operation: Monday – Friday, 9:00 AM – 6:00 PM (PST)
Address: 1190 O'Brien Dr, Menlo Park, CA 94025, United States
Email: support@prodxhealth.com

If you have any questions or require further clarification regarding our returns and refunds policy, please contact our customer service team using the contact information above.