Refund Policy

Refund Policy

At Prism Health Lab, we are committed to providing you with high-quality at-home health testing services. Our refund policy is designed to be transparent and fair, reflecting the costs we incur once we process your test.

No Refund Once Test is Processed

Once your test kit is received by our laboratory and processing has begun, we are unable to offer a refund. Processing begins the day your sample arrives at our laboratory, as resources and personnel are immediately allocated to handle and analyze your sample.

Limited Refund Before Processing

If you request a cancellation before your test kit has been received by our laboratory, you may be eligible for a partial refund. However, please note the following deductions:

A restocking fee for any shipped kits that have not been used.

Shipping and handling charges, which are non-refundable once the kit has been dispatched.

To request a cancellation of your test and a potential partial refund, please contact our support team with your order details at support@prismhealthlab.com or at the contact information provided at the end of these Terms and Conditions.

Defective or Damaged Kits

If you receive a test kit that is defective or damaged, please contact our customer service immediately. We will assess the situation and, at our discretion, may offer a replacement kit at no additional cost to you. We may require photographic evidence of the defective or damaged kit.

Incorrect or Insufficient Sample

If the sample you provide is incorrect or insufficient for testing, we will notify you and may offer the option to resend a new kit for an additional fee. No refund will be provided for tests not performed due to incorrect or insufficient samples provided by the user.

Regulatory Issues

In the event that regulatory changes prevent us from processing your test, we will provide a full refund for any tests not yet processed.

Refund Process

All refunds will be credited to the original form of payment. The timing of the refund will depend on your card issuer’s policies.

Contact Information

For any questions or concerns regarding our refund policy, please reach out to us at:

Prism Health Lab

33 W Grand Ave, Suite 500

Chicago, IL 60654

support@prismhealthlab.com

Please review our Terms and Conditions for further details on the use of our services.