Episona Refund and Replacement Policy
Episona is an online service. To use our service and view your data, you will need a computer with Internet access. Throughout our website, we provide detailed information regarding methodology, limitations, and what you can expect or may experience from our service. Your placement of an order from Episona constitutes your acceptance of our Terms of Service and your agreement that the policies below apply to your order.
Requesting a Refund
Episona Online Store
In order to receive a refund for our service, you must notify us within thirty (30) days of placing your order that you request a refund and confirm that you have not yet shipped your sample to our laboratory. Episona does not refund shipping and handling charges. Episona will subtract a $25 cancellation fee from the refund amount to cover the cost of the test kit.
Episona will not issue a refund if:
(i) you request a refund more than thirty (30) days after your order was placed; or,
(ii) our laboratory has begun processing your sample prior to your request for refund
Any refunds provided under this policy will be issued to the same credit card for the purchase and will be processed within 21 business days of confirmation by our Customer Service team that the conditions of your refund have been met. At the time your refund is requested and we confirm that your sample has not begun to be processed by our laboratory, we will void your sample collection kit and any sample sent to our laboratory using that kit will not be processed.
International orders paid for in US dollars are refunded at the exchange rate for USD effective at the time of the refund request. If a refund is issued after a change to the currency rate, customers may receive a refund amount greater or lesser than what they paid in their local currency. Episona is not responsible for currency rate changes that occur after the order is placed.
If a purchase of 2 or more kits is what qualifies your order for a discount and you request a refund on part of the order or if a sample fails analysis, the discounted kit price will be refunded first.
If you want to request a refund on your entire order, complete our online refund form.
If you placed a multiple kit order and are interested in refunding only a part of it, contact Customer Service.
Replacing a Kit
If your sample collection kit is lost, damaged, or incomplete we will ship you a replacement kit free of charge. Please keep in mind that replacement kits can only be shipped to the same shipping country listed on the original order. Please contact Customer Service to request a replacement kit.