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What is your refund and replacement policy?

Refund guidelines:

If you cancel your order before we’ve packaged and prepared to ship it, you will receive a full refund.

If you cancel your order or request a refund after we’ve packaged and prepared to ship it and before you’ve used it, you will receive a partial refund. In this case, we’ll refund you the cost of your test(s), minus $25 for each test, to cover the cost of materials. 

Refunds must be requested within 30 days of placing your order. We are unable to issue refunds past the 30-day point, or for test kits that have already been used or sent to the lab.

Please do not return test kits to imaware, as we cannot use them once they’ve been dispatched. If you have a refunded kit in your possession, please recycle the paper products and dispose of the rest in a regular waste bin.

 

Replacements:

In case of patient error

If the sample can’t be processed because: Then:
  • The vial was over- or under-filled
  • Blood cells were broken from excessive finger squeezing (hemolysis)
  • The test kit wasn’t activated
  • The test was given to the wrong courier
  • Other patient error
  • Receive one free replacement test kit per test type
  • Receive additional replacement kits at $30/ea in case of subsequent patient errors

In case of our error

If a replacement kit is necessary because of: Then:
  • imaware shipping delays
  • imaware lab delays
  • Other imaware error
  • Receive your replacement kit(s) for free

 

For any additional questions please contact us at support@imaware.health