Refund Policy

At HTMA Test Canada, we want you to be completely satisfied with your purchase. This Refund Policy outlines our guidelines for refunds and returns.

Refund Eligibility Overview

Detailed Refund Conditions

Before Your Sample is Mailed

If you need to cancel your order before mailing your sample to the lab, contact us immediately at support@htmatestcanada.com. We will issue a full refund if your order has not yet been processed.

After Ordering (Sample Not Yet Mailed)

If you decide not to proceed with testing after ordering, contact us within 30 days of purchase before mailing your sample to the lab. We will issue a full refund provided your sample has not been submitted.

To initiate a return:

• Email support@htmatestcanada.com with your order number
• We will confirm your cancellation and issue your refund
• Do not mail your sample to the lab
• Refund processed within 5-7 business days of confirmation

After Ordering (Sample Not Submitted)

If you have not yet mailed your sample to the lab, you may request a refund within 60 days of purchase. A $15 CAD processing fee will be deducted from your refund.

After Submitting Your Sample

Once your hair sample has been mailed to the lab, refunds are not available. At this point, laboratory processing has begun and we have incurred irreversible costs. This applies even if:

• You change your mind after mailing your sample
• You no longer want to receive your results
• You found a different testing service

After Results Delivery

Once your test results have been delivered, the service is considered complete and no refunds are available.

Special Circumstances

Invalid or Insufficient Samples

The customer is responsible for following the collection instructions carefully. If a sample is rejected by the lab due to insufficient quantity, incorrect collection technique, contamination, or other customer-side errors, a refund is not available. A new order would be required to retest.

In the rare event that a sample is rejected due to a lab-side processing error, we will review the situation on a case-by-case basis. Please contact us at support@htmatestcanada.com with your order number and the lab's rejection notice.

Lost or Damaged Shipments

If your sample is lost in transit to the lab:

• Lost before reaching the lab: Contact us with your tracking information and we will review your case. We strongly recommend using Canada Post Tracked Packet — without tracking, we are unable to assist with lost sample claims.
• Damaged in transit: Contact us with tracking information and we will work with you on a resolution

We strongly recommend getting a Canada Post tracking number when mailing your sample to the lab — this is the best protection against lost samples.

Consultation Refunds (Premium Package)

The consultation component of Premium packages:

• Must be scheduled within 90 days of receiving results
• Can be rescheduled up to 24 hours before the appointment
• Missed appointments without 24-hour notice are forfeited
• If we cannot accommodate your scheduling needs within 90 days, we will refund the consultation portion ($100 CAD)

How to Request a Refund

To request a refund, please contact our support team:

• Email: support@htmatestcanada.com
• Subject Line: Refund Request - [Your Order Number]

Please include:

• Your order number
• The email address used for the order
• Reason for refund request

We aim to respond to all refund requests within 2 business days.

Refund Processing

Approved refunds will be processed to your original payment method within 5-7 business days. Depending on your bank or credit card company, it may take an additional 5-10 business days for the refund to appear on your statement.

Questions?

If you have any questions about our refund policy, please don't hesitate to contact us:

• Email: support@htmatestcanada.com
• Contact Form: Contact Us

We're here to help and want to ensure you have a positive experience with HTMA Test Canada.