Last updated: July 1, 2026
Please review this Return, Refund and Cancellation Policy before placing an order through MethylationTest.ca.
Testing kits, biological samples, laboratory services, shipping services, and customized testing products are different from ordinary retail goods. Return and refund eligibility therefore depends on the status of the order, kit, sample, consent documentation, and laboratory processing.
Clients should contact us as soon as possible if they wish to cancel an order.
A cancellation may be considered when the order has not yet been prepared, processed, registered, fulfilled, or shipped.
Once a kit has been prepared, registered, shipped, opened, used, returned, received by the laboratory, or entered into laboratory processing, the order may no longer qualify for cancellation or a full refund.
Payment processing, administrative, shipping, kit preparation, or laboratory registration costs that have already been incurred may be deducted from any approved refund.
Submitting a cancellation request does not automatically guarantee that the cancellation will be approved.
Clients must contact customer support before returning a testing kit.
A return will not be accepted without prior authorization. Unauthorized returns may be refused, delayed, or returned to the sender.
Because testing kits may contain sanitary, medical, biological collection, identification, or customized components, opened or used kits generally cannot be returned for resale.
Return eligibility may depend on whether:
Clients are responsible for following the return instructions provided by customer support.
Unless otherwise approved or required by applicable law, returns or refunds may not be available for:
Biological samples submitted for testing cannot be returned to the client after they have been delivered to or processed by the laboratory.
Sample storage, retention, disposal, and destruction are managed according to the laboratory’s applicable procedures.
Clients are responsible for collecting, labelling, packaging, and returning samples according to the instructions supplied with the testing kit.
Failure to follow the instructions may result in:
A refund is not automatically available when a sample fails because the collection, identification, packaging, storage, or return instructions were not followed.
Some samples may fail or require re-testing even when reasonable collection and laboratory procedures have been followed.
A sample may fail because of:
When possible, the client may be offered a replacement collection kit, a new sample collection opportunity, or another appropriate resolution.
Replacement kit, recollection, laboratory, and shipping charges may apply depending on the reason for the sample failure and the terms of the selected test.
A failed or inconclusive sample does not automatically create eligibility for a refund.
Some tests require signed consent forms, identification documents, medical information, or other supporting documentation.
Testing cannot begin until all required documents have been received and accepted.
Clients are responsible for completing forms accurately and returning them through the approved process. Delays caused by missing, incomplete, unsigned, inaccurate, or unacceptable documentation are not grounds for an automatic refund.
An order may be placed on hold or cancelled without a refund of costs already incurred when the required documentation is not supplied.
Prenatal testing kits have specific collection, consent, packaging, identification, and return requirements.
Prenatal samples must be returned using the instructions included inside the prenatal kit.
Do not use general sample return instructions, instructions from another kit, or a return address found elsewhere on the website.
Using incorrect prenatal return instructions may result in:
Refunds are not automatically available when prenatal kit instructions have not been followed.
Laboratory turnaround time begins only after:
The following are not included in laboratory turnaround time:
A test taking longer because of these circumstances does not automatically qualify for a cancellation or refund.
Original shipping charges, express delivery charges, return shipping charges, customs fees, duties, courier charges, and other delivery-related expenses are generally non-refundable once the service has been used or the cost has been incurred.
Clients are responsible for return shipping unless MethylationTest.ca confirms otherwise in writing.
Clients should use a trackable return service where available and retain the shipping receipt and tracking information.
MethylationTest.ca and the laboratory are not responsible for samples delayed, damaged, misdirected, or lost because the client:
Clients must contact the courier directly for claims relating to a shipment under the client’s control.
Clients should inspect the kit after delivery and contact customer support promptly if:
Clients should not use a damaged or incomplete kit unless instructed to do so by customer support.
Photographs, order details, packaging information, or other evidence may be requested before a replacement is approved.
MethylationTest.ca operates through a reseller process. Testing may be completed by an independent laboratory or service provider.
Results are sent or made available through the applicable reseller process. The delivery method may include email, an online platform, a downloadable report, or another secure system.
A client’s inability to locate an email, access an account, remember login information, or check a spam folder does not mean that the laboratory service was not completed.
Clients should contact customer support if they experience difficulty accessing completed results.
Approved refunds will normally be returned to the original payment method where possible.
The time required for a refund to appear depends on the payment processor, card provider, and financial institution.
MethylationTest.ca is not responsible for processing delays caused by banks, payment processors, or card providers.
Clients should contact customer support before submitting a chargeback or payment dispute.
Submitting a chargeback does not cancel laboratory work that has already begun and does not guarantee that a refund is owed.
We may provide order, shipping, kit activation, sample receipt, consent, communication, and laboratory status records to the payment provider when responding to a dispute.
We may update this policy when our services, laboratory relationships, shipping processes, testing requirements, or operational procedures change.
The version posted on this page at the time of the relevant request will apply, subject to any rights required by applicable law.
To request a cancellation, return authorization, replacement kit, or refund review, contact:
MethylationTest.ca
Email: [email protected]
Website: MethylationTest.ca
Please include your name, order number, email address, and a brief explanation of the request.
