LifeLabs® Online Refund Policy
1. Samples Collected and Submitted by Your Healthcare Provider
If your HCP collects your sample and submits it to LifeLabs®:
- These tests are non-refundable.
- Please confirm with your HCP’s office that your sample will be sent to LifeLabs® for processing.
- If your HCP’s office sends the sample to another laboratory, LifeLabs® cannot recover it, and no refund will be provided.
2. At-Home Collection Kits
- At-home collection kits are final sale, non-refundable.
- If your kit is accidentally damaged or an error occurs during the collection process, a reduced-cost replacement kit will be provided.
- Kits must be used within six months of purchase.
3. Samples Collected by LifeLabs® from a lab-ready requisition signed by our clinical partner based on eligibility criteria
If you purchase a test that includes a lab-ready requisition signed by our clinical partner based on eligibility criteria and your sample is collected by LifeLabs® at one of our Patient Service Centres or through our at-home technician service:
- These products are final sale, non-refundable.
- If an error occurs with your sample, LifeLabs® will re-collect the sample free of charge.
- Please note: Your request form must be used within six months of purchase.
4. Samples Collected by LifeLabs® With a Request Form Signed by Your Healthcare Provider
If you purchase a test that includes a blank request form that was then signed by your healthcare provider (HCP) and your sample is collected by LifeLabs® at one of our Patient Service Centres or through our at-home technician service:
- Tests may be refunded only if you have not yet provided a sample.
- Once a sample has been collected, the test cannot be refunded.
- Refund requests must be made within 30 days of the order date and you must provide a copy of the receipt.
5. Refund Processing
Refunds (where eligible under section 2) will be issued in the same form of payment originally used for the purchase.
To request a refund:
- Click the refund link in your order confirmation email and clearly state the reason.
- Our team will review your request and respond.
- Or you may contact our Customer Care Centre:
- Ontario: 1-877-849-3637 or Store.Refunds@lifelabs.com
- Saskatchewan: 1-888-333-0222
- British Columbia: 604-431-7206 or 1-800-431-7206 or Store.Refunds@lifelabs.com
- Genetic Tests (Hereditary Cancer, Panorama and Expanded Carrier Screening): 1-844-363-4357