2. Order Processing and Fulfillment Restrictions

The fulfillment of a PGx Testing Kit involves immediate administrative and medical coordination. Therefore, no refunds will be issued under any circumstances if any of the following steps have already occurred:

• A physician order has been requested or authorized.
• A unique kit barcode has been assigned to your profile or order.
• A shipping label has been created for your kit.

3. Damaged or Defective Products

We stand by the quality of our physical testing kit. If your PGx Testing Kit arrives damaged, is missing components, or is clearly defective upon arrival, you are eligible for a replacement or a refund.

To report a damaged or defective kit:

• Contact our support team within 48 hours of receiving it.
• Email us at hello@rphlabs.com with your order number, a description of the issue, and clear photographs of the damaged kit and packaging.
• Do not attempt to use a damaged swab or broken collection tube.

If your claim for a damaged or defective product is approved, we will issue a replacement kit or process a refund at our sole discretion.

4. Return Shipping & Restocking Fees

Return Shipping Costs: Because we do not accept physical returns of our testing kit for biohazard and safety reasons, there are no return shipping costs applicable to the customer.

Restocking Fees: We do not charge any restocking fees.

5. Refund Processing Time

If a refund is explicitly approved by RPh LABS, INC. for a damaged or defective product, the funds will be returned to your original method of payment. Please note that it may take up to 5 business days for the refund to be fully processed and reflected in your account, depending on your financial institution.

6. Non-Returnable Items

While we do not issue refunds for a change of mind (as outlined in Section 1), we also strictly prohibit the physical return of any items for health, safety, and biohazard compliance.

Please do not mail these items back to us:

• Any PGx Testing Kit where the tamper-evident seal has been broken.
• Any kit components, tubes, or swabs that have been used or altered.
• Saliva or bio-specimens that were collected outside of our standard laboratory processing procedures.

7. Jurisdiction

From its principal office in Texas, United States of America, RPh LABS, INC. controls and operates the Site. No representation is made that materials on the Site are appropriate or available for use in other locations by RPh LABS, INC. Those who choose to access the Site from other locations are responsible for compliance with local laws, if and to the extent local laws apply.

By accepting these Policies, you acknowledge that they are governed by and will be interpreted in accordance with the laws of the State of Texas, without consideration for its choice of law or conflict of law provisions. In any claim or action related to the Site or under these Terms and Conditions, both parties agree to submit to the exclusive personal jurisdiction of the courts located in Dallas, Texas. Any objections to this jurisdiction or venue are waived by both parties. In the event that legal action is taken to enforce these Policies, the prevailing party will be entitled to reasonable attorneys’ fees and costs.

8. Contact Us

If you have any questions, concerns, or need to report an issue with your order, please contact our support team.

Email: hello@rphlabs.com

Phone: (888)383-2181

Jurisdiction: Dallas, Texas, USA