Effective date: July 1, 2026
This Return Policy explains the cancellation, return, replacement, re-testing, and refund conditions that apply to products and services purchased through microbiometest.ca.
Microbiome testing kits are different from ordinary retail products. Collection materials may be registered, hygiene-sensitive, tamper-sensitive, customized, or intended for one-time use. Laboratory, fulfilment, shipping, and administrative costs may also be incurred before a report is completed.
By placing an order with Microbiome Test Canada, you agree to the terms described below.
1. Order cancellation requests
Contact Microbiome Test Canada as soon as possible if you need to cancel an order.
A cancellation may be considered when:
- The order has not entered fulfilment
- The testing kit has not been prepared
- The parcel has not been shipped
- The kit has not been registered
- No customized work has begun
- The order has not been transferred to a laboratory, supplier, or fulfilment provider
Cancellation cannot be guaranteed after processing or fulfilment begins.
Where permitted, an approved refund may be reduced by payment-processing, administrative, supplier, fulfilment, or shipping costs already incurred.
2. Orders that have already shipped
A testing kit that has already been shipped may not qualify for a full refund.
Original shipping charges are generally non-refundable after the carrier accepts the parcel, unless the shipment resulted from an error by Microbiome Test Canada.
Customers must contact us before returning a kit. Parcels sent back without prior authorization may not be accepted or refunded.
3. Unopened testing kits
An unopened kit may be considered for return when all applicable conditions are met:
- Return authorization is obtained in advance
- The package remains sealed and unused
- Collection materials have not been opened
- No sample has been collected
- The kit has not been registered or activated
- All original components are included
- The kit has not expired
- The product is eligible for return
Return eligibility depends on the product type, kit condition, supplier requirements, and costs already incurred.
The customer may be responsible for return postage and the original delivery charge.
4. Opened, registered, or used kits
Opened, activated, registered, or used testing kits are generally not eligible for return.
A refund is normally unavailable after:
- Collection materials have been opened
- The kit has been registered
- A sample has been collected
- The sample has been mailed
- The sample has reached the laboratory
- Laboratory preparation has started
- Testing or quality review has begun
- A report has been completed or released
Used or exposed collection materials cannot normally be restocked, reused, or issued to another customer.
5. Damaged, incomplete, or incorrect kits
Inspect the package shortly after delivery.
Contact Microbiome Test Canada promptly if:
- The parcel arrived damaged
- Collection materials are broken or leaking
- A required component is missing
- The wrong testing kit was delivered
- A component appears defective
- The package appears to have been opened
- The materials cannot be used safely
Please provide:
- Your name
- Order number
- A description of the issue
- Photographs, where available
- Information shown on the shipping label
Do not collect or submit a sample using damaged, contaminated, expired, or incorrect materials unless our support team confirms that they are suitable.
Depending on the circumstances, we may replace an affected component, issue another kit, or provide another reasonable resolution.
6. Customer collection responsibilities
Clients must follow the collection, storage, labelling, packaging, and return instructions included with their specific testing kit.
Customers are responsible for:
- Reading all instructions before collection
- Following preparation requirements
- Using the correct sample type
- Collecting enough sample material
- Preventing contamination
- Labelling the sample accurately
- Matching the sample to the correct order
- Completing all required forms
- Packaging and returning the sample as instructed
A refund or free replacement may not be available when a problem results from failure to follow the kit instructions.
7. Consent and submission forms
Some tests require completed consent forms, submission documents, authorization, or additional information before testing can begin.
Customers must:
- Complete all required fields accurately
- Provide required signatures
- Confirm that they are authorized to submit the sample
- Match forms with the correct kit and sample
- Respond to requests for missing information
A sample may be placed on hold, delayed, or rejected when required documentation is missing, incomplete, unreadable, inaccurate, or inconsistent.
Time spent obtaining or correcting documentation is outside the laboratory turnaround estimate.
8. Failed, insufficient, or unsuitable samples
Biological samples do not always provide enough usable material for testing.
A sample may fail because of:
- Insufficient sample material
- Improper collection
- Contamination
- Incorrect sample type
- Leakage
- Incorrect labelling
- Improper storage
- Incorrect packaging
- Damage during transit
- Excessive delay before return
- Failure to meet laboratory quality requirements
A failed, insufficient, inconclusive, or unsuitable sample does not automatically qualify for a refund.
The available resolution depends on the test ordered, the cause of the failure, laboratory findings, supplier rules, and costs already incurred.
9. Replacement samples and re-testing
When another collection is available, the customer may be asked to submit a replacement sample.
The available resolution may include:
- Replacement collection materials
- A replacement testing kit
- A second sample submission
- Additional laboratory review
- Re-testing
Additional kit, shipping, collection, administrative, or laboratory charges may apply.
Re-testing or recollection will extend the original estimated completion date.
Providing another sample does not guarantee that the next sample will produce a usable or conclusive result.
10. Laboratory turnaround time
Laboratory turnaround time starts only after the sample arrives at the laboratory and is accepted for processing.
The estimated laboratory period does not include:
- Initial delivery of the kit
- Time taken by the customer to collect the sample
- Return shipping to the laboratory
- Carrier delays
- Laboratory receiving and intake
- Missing-form resolution
- Customer response time
- Replacement-sample collection
- Re-testing
- Additional quality-control review
Turnaround times are estimates unless a guaranteed completion period is expressly confirmed in writing.
Shipping delays are outside laboratory turnaround time.
11. Results provided through the reseller process
Results are sent through the reseller process.
Depending on the service, reports may be provided through:
- Email notification
- Secure online access
- Communication from Microbiome Test Canada
- Another delivery method described with the product
Customers are responsible for providing accurate contact information and checking spam, promotional, filtered, and junk-email folders.
A delay caused by incorrect contact information does not normally qualify an order for a refund.
12. Expectations about microbiome testing
Microbiome testing may provide information about microorganisms detected in a submitted sample and related findings within the stated scope of the purchased service.
A refund is not normally available because:
- The results differ from the customer’s expectations
- An expected organism or marker is not identified
- The customer disagrees with the findings
- A report does not answer a question outside the test’s stated scope
- A healthcare professional recommends further testing
- The report does not provide a diagnosis
- A treatment recommendation is not included
- The customer is dissatisfied with the interpretation
Customers should review the product description, sample requirements, included analysis, intended use, and limitations before purchasing.
Microbiome testing does not replace professional medical advice, diagnosis, or treatment.
13. Healthcare decisions
Customers should discuss health concerns and test results with a qualified healthcare professional.
Customers should not start, stop, or change medication, supplements, diet, or treatment solely because of a microbiome test report.
Dissatisfaction with a healthcare provider’s interpretation or treatment decision does not make the testing service eligible for a refund.
14. Shipping delays and carrier issues
Microbiome Test Canada does not control postal services, courier networks, customs processes, weather, transportation systems, or regional delivery conditions.
A shipping delay does not automatically qualify an order for cancellation or refund while the kit or sample remains in transit.
Contact us when tracking information shows a significant delay. A carrier investigation may be required before a replacement or refund decision can be made.
15. Prenatal and specialized testing kits
Certain specialized tests may include separate collection, consent, handling, timing, packaging, and return requirements.
When a prenatal testing service is offered or ordered, the customer must use the return instructions included inside the prenatal kit.
Do not substitute:
- General website return directions
- Instructions from another testing kit
- Standard sample packaging
- An unapproved shipping method
Failure to follow the prenatal-kit instructions may result in delay, rejection, additional charges, sample failure, or the need for another collection.
16. Return authorization process
Before returning a product, contact Microbiome Test Canada and provide:
- Customer name
- Order number
- Product name
- Reason for the request
- Condition of the package
- Whether the kit has been opened
- Whether the kit has been registered
- Whether a sample has been collected
- Supporting photographs, where applicable
When a return is approved, we will provide the applicable packaging and delivery instructions.
Failure to follow the authorized return method may affect refund eligibility.
17. Approved refunds
Approved refunds are generally returned to the original payment method.
The time required for the refund to appear depends on the financial institution, card issuer, or payment provider.
Where permitted, an approved refund may exclude:
- Original shipping charges
- Return postage
- Payment-processing expenses
- Administrative fees
- Used collection materials
- Kit registration expenses
- Laboratory preparation costs
- Supplier or third-party charges
- Replacement expenses
18. Order changes
Requests to change a product, recipient, delivery address, or testing service should be submitted before fulfilment begins.
Changes may not be possible after:
- The kit has been prepared
- A shipping label has been created
- The parcel has entered carrier possession
- The kit has been registered
- The sample has been submitted
- Laboratory work has begun
Additional charges may apply when a requested change requires replacement materials, a new kit, reshipping, or administrative work.
19. Contact us
To request a cancellation, return authorization, replacement, re-testing review, or refund assessment, contact:
Microbiome Test Canada
Email: info@microbiometest.ca
Phone: +1 (844) 822-2211
Include your name, order number, reason for the request, and any supporting information.
You may also review our Privacy Policy and Shipping Policy.