Refund Policy

At Dutch Test Canada ("DTC"), we want you to be completely satisfied with your purchase. As an administrative intermediary that works with licensed practitioners to facilitate access to DUTCH™ hormone testing services, this Refund Policy outlines our guidelines for refunds and returns. Please note that DTC processes refunds for the intermediary services and test kits sold through our platform; laboratory processing fees and practitioner services are subject to separate considerations as outlined below.

Refund Eligibility Overview

Detailed Refund Conditions

Before Your Kit Ships

If you need to cancel your order before it ships, contact us immediately. We will issue a full refund if we can cancel the shipment.

After Receiving Your Kit (Unopened)

If you receive your kit and decide not to proceed with testing, you may return the unopened, sealed kit within 30 days of delivery for a full refund. You are responsible for return shipping costs.

To initiate a return:

• Contact us with your order number
• We'll provide a return address
• Ship the unopened kit back (tracking recommended)
• Refund processed within 5-7 business days of receiving return

After Opening Your Kit (Samples Not Submitted)

If you've opened your kit but have not yet submitted your urine samples, you may request a refund within 60 days of purchase. A $25 CAD restocking fee will be deducted from your refund to cover kit costs.

After Submitting Your Samples

Once your urine samples have been mailed back to us, refunds are not available. At this point, laboratory processing has begun through Precision Analytical, Inc. and lab orders have been placed by our Contracted Practitioners, incurring irreversible costs. DTC cannot reverse laboratory orders once submitted. This applies even if:

• You change your mind after mailing your samples
• 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

If your urine samples are insufficient for testing or become invalid during processing, we will send you a free replacement collection kit at no additional charge. This includes situations where:

• Samples were not properly dried before shipping
• Samples were collected at incorrect times
• Filter paper was damaged or contaminated
• Collection timing was not followed correctly

One free replacement kit is provided per order. Additional replacements may incur a $35 CAD fee.

DUTCH™ Cycle Mapping Special Conditions

Due to the extended collection period required for DUTCH™ Cycle Mapping tests:

• Refunds for opened Cycle Mapping kits are subject to a $50 CAD restocking fee
• If you miss collection days and need to restart, one free replacement is provided
• Samples must be completed within one menstrual cycle of starting collection

Lost or Damaged Shipments

If your kit is lost or damaged during shipping:

• Outbound (kit to you): We will ship a replacement kit at no charge
• Return (samples to lab): We will provide a replacement kit at no charge

Please contact us within 30 days of your order if you haven't received your kit.

Practitioner Analysis Refunds

If you purchased optional practitioner analysis (provided by independently contracted licensed practitioners):

• 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 analysis portion ($149 CAD)

How to Request a Refund

To request a refund, please contact our support team:

• Contact: Support Form
• 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.

Limitation of Refund Liability

DTC processes refunds solely for the services and products purchased through our platform. Refund eligibility relates to DTC's role as an intermediary. DTC is not responsible for refunds related to services provided directly by Contracted Practitioners or laboratory errors by Precision Analytical, Inc. Any disputes relating to the clinical quality of practitioner services should be directed to the Contracted Practitioner. Any disputes relating to laboratory accuracy should be directed to Precision Analytical, Inc.

Questions?

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

• Contact Support

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