For TruAge Biological age test, Folate metabolism Genetic test, or Flu/COVID Genetic test purchases and orders:
If a test kit order is canceled within 24 hours of purchase, a full refund will be offered including shipping costs and taxes paid (where applicable).
If a test kit refund is requested after 24 hours but within 14 days of purchase, a partial refund will be offered if your sample has not been returned or shipped to TruMe’s lab for processing. The partial refund is based on the purchase price minus $20 (USD) processing fee. This applies to all purchases regardless of the purchaser’s location.
Any test kit refunds requested after 14 days of purchase will not be processed.
To start a return, you can contact us at email@example.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at firstname.lastname@example.org.
Unfortunately, we cannot refund international shipping costs.
Damages & Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Upon customer request, TruMe Labs may ship a replacement for a kit purchased by a customer due to non-usability, damage, or defect in the kit being replaced, provided that you have not submitted your sample(s) using the kit subject to replacement and provided that the kit is not expired. Requesting a replacement test kit will result in a $20 (USD) processing fee. This includes replacement kit requests due to shipping address changes, contamination of the sample collection area by food, or other organic and inorganic components, etc.
TruMe Labs will not charge any fees in connection with this replacement if it is determined that the cause for such replacement is attributable solely to TruMe Labs (such as if during lab processing, your sample(s) fail to meet quality standards). In these situations, TruMe Labs will contact you with instructions on how to receive your replacement test kit.
To request a replacement kit, select the "Contact Customer Service" button at the bottom of this article.
Exceptions / Non-Returnable Items
The following items cannot be returned:
Unfortunately, we cannot accept returns on sale items or gift cards.
Used sample collection kit
Test Kit Expiration Policy
Test samples must be submitted to TruMe laboratories within six (6) months of test kit purchase date. If you are unable to send your Sample within the six (6) months period and are still within (12) months of purchase, please contact customer service for guidance by select the "Contact Customer Service" button at the bottom of this article.
For specific information on the test kit expiration policy, please see TruMe Labs Terms of service page.