TruDiagnostic™ Return and Refund Policy
Replacing or Reshipping a Kit:
If an error occurs during the delivery or use of the kit that is outside of the customer's control, TruDiagnostic™ will provide a replacement kit at no additional cost.
Possible scenarios include:
• Failure to follow sample collection instructions (e.g., not providing enough blood).
• Missing package or damage to the sample in transit.
• Destruction of the kit (e.g., by a pet).
Free Replacement:
• If your new TruAge™ Kit is lost or damaged while in transit from our warehouse to you, we will replace it free of charge.
• Requests for an additional replacement after one free kit has already been provided may incur an additional charge.
Precision diagnostics powered by whole-genome methylation science.
Samples That Don’t Meet Our Quality Standards:
Sample Processing Doesn’t Meet Our Quality Standards:
If your sample doesn’t pass our quality control, we may send you another kit to collect a new one. A sample may be processed up to two times by our laboratory. If both the initial and secondary sample processing doesn’t meet our standards due to laboratory error (where our technicians cannot successfully test an otherwise viable sample), you are eligible for a full refund, including shipping and transaction fees.
Common Reasons a Sample Doesn’t Meet Our Quality Standards:
• Not enough blood was provided.
• The sample was diluted with a substance like water.
• The sample was severely contaminated during collection.
• The sample was not sufficiently dried before being put in the sample collection bag.
• Insufficient recoverable DNA was present due to factors beyond control.
Note: DNA is highly resilient and can withstand extreme temperatures (from below-freezing to 190°F/90°C). Weather conditions are unlikely to affect your sample.
Non-Refundable Situations:
• Dissatisfaction with test results.
• Damaged or used kits.
• Order is cancelled after items have already been shipped.
Once an order has shipped, all sales are final. No refunds.
Annual Subscriptions:
• Subscription automatically renews and can be cancelled for the following year at any time.
• Once an order has shipped the subscription cannot be refunded.
Kits from Events or Third-Party Retailers:
Kits bought at events or through third parties are non-refundable, unless otherwise stated at point of sale.