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PlasticTox policies

Return and Refund Policy

How your order, sample, results, and use of the PlasticTox service work.

Return and Refund Policy

Effective date: July 23, 2026

This policy applies to PlasticTox test kits purchased directly through plastictox.fluid.app. Because each kit includes biological-sample collection materials and personalized laboratory services, return eligibility depends on whether the kit and laboratory service have been used.

1. Unused Kits

An unopened, unused kit may be requested for return within 30 days after delivery. To qualify, the kit must be in its original packaging, any tamper-evident seal must remain intact, and you must provide the order number and proof of purchase. Products purchased from another seller are subject to that seller’s policy.

2. Non-Returnable and Non-Refundable Items

Except where required by law or where PlasticTox confirms a defect, the following are not eligible for return or refund:

  • a kit with a broken tamper-evident seal or opened biological collection materials;
  • a kit that has been registered or used to collect a sample;
  • a sample that has been shipped, received, accessioned, analyzed, or entered into laboratory processing;
  • completed or partially completed personalized laboratory analysis, reports, or digital results;
  • items damaged by misuse, improper storage, failure to follow instructions, or an unauthorized shipping method; and
  • gift cards, credits, or items identified as final sale.

The prepaid sample-return package is for sending a collected sample to the designated laboratory. It is not a merchandise-return label and must not be used to return an unused kit.

3. Bundles

For a 2 Pack or 3 Pack, only kits that independently satisfy the unopened and unused requirements above may be considered for return. Partial bundle returns require prior approval, and any refund may be recalculated to reflect the non-bundle price of kits retained or used. Bundle discounts are not refundable separately.

4. Damaged, Defective, Missing, or Incorrect Kits

If a kit arrives damaged, defective, incomplete, or different from what you ordered, submit a request through the PlasticTox customer portal within 7 days after delivery. Include the order number and, where reasonably requested, photographs of the kit and packaging. After review, PlasticTox may provide replacement materials, a replacement kit, account credit, or a refund as appropriate.

5. Samples That Cannot Be Processed

Laboratory analysis depends on adequate collection, packaging, transit, sample condition, and quality-control requirements. If a sample cannot be processed, PlasticTox will review the circumstances and may offer a recollection kit or other reasonable remedy. A recollection or refund is not guaranteed where instructions were not followed, the sample was not returned through the provided workflow, or the sample was delayed or damaged for reasons outside PlasticTox’s reasonable control. This does not limit rights that cannot be waived under applicable law.

6. How to Request a Return

  1. Submit a request through the PlasticTox customer portal before shipping anything.
  2. Provide your order number, the item involved, and the reason for the request.
  3. Wait for return authorization and instructions. Unauthorized returns may be refused.
  4. Package an approved return securely and use the authorized method provided.

Unless the item was damaged, defective, missing, or incorrect, merchandise-return shipping costs may be deducted from the refund or be your responsibility. Original outbound and sample-return shipping services that have already been used are not separately refundable.

7. Refunds

Approved refunds are issued to the original payment method. PlasticTox generally initiates an approved refund within 5–10 business days after an eligible return is received and inspected or after the refund is otherwise approved. Your bank or payment provider may require additional time to post the credit. Shipping, handling, discounts, credits, taxes, chargebacks, and services already provided may affect the final amount to the extent permitted by law.

8. Cancellations and Address Changes

We will try to honor a cancellation or address-change request submitted through the customer portal before fulfillment begins, but fulfillment can occur quickly and changes are not guaranteed. Once an order has shipped, the applicable return and shipping policies apply.

9. Consumer Rights

This policy does not limit any non-waivable rights or remedies available under applicable consumer-protection law.