TruDiagnostic Return and Refund Policy

The information provided below is the policy by which TruDiagnostic will follow in the event of a request for a replacement or a refund purchased directly from the TruDiagnostic website. Any kits that are provided by a physician, clinic, or other event may be subject to a different policy. 

Effective Date: January 21, 2025

Refund Eligibility:
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• Unopened and Unused Kits:
  
  • Full refund (minus shipping and transaction fees) within 30 days of delivery.
  • After 30 days of delivery, eligible for a full refund as store credit.
  • Must return the kit in unopened & unused condition.
• Opened or Used Kits:
  
  • Not eligible for a full refund.
  • Partial refund available (minus $20 for the kit and shipping/transaction fees) for unused lab services, meaning our lab has not received or begun processing your sample.

• Annual Subscriptions:
  
  • All sales are final. No refunds.
• Lab Services Initiated:
  
  • Partial refund available if the sample has not been processed.
  • No refund once the sample is received and testing begins.
• 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.

Replacing or Reshipping a Kit:
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If errors occur during the delivery or use of the kit that are not the fault of TruDiagnostic, a non-negotiable fee of $20 plus shipping will be charged to replace the kit.
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• Common 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).
  • Requests for an additional replacement after one free kit has already been provided.
• 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.

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Failed Samples:
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• Initial Failed Sample:
  
  • If your sample fails, we may send you another kit to collect a new sample. This second kit may be subject to a re-ship fee ($20).
• Both Samples Fail Due to Laboratory Error:
  
  • If both your initial and second sample fail 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 for Failed Samples:
  
  • Not enough blood was provided.
  • The sample was diluted with a substance like water.
  • The sample was severely contaminated during collection.
  • Insufficient recoverable DNA was present due to factors beyond control.
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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.
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Non-Refundable Situations:
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• Dissatisfaction with test results.
• Damaged or used kits.
• Kits returned more than 30 days after purchase without store credit eligibility.
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For questions or assistance, email us at support@trudiagnostic.com 

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Policy subject to updates without notice.

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