Refund Policy

1 All Sales Are Final

All GI-MAP™ test kit purchases are considered final sale. Once an order has been placed and payment has been processed, it is generally non-refundable and non-reversible.

Orders are processed and fulfilled within 1–3 business days. During this window, your order is submitted to a contracted practitioner who places the lab order on your behalf. Because a practitioner may process your order immediately, we cannot guarantee that any cancellation request will be honoured — even if submitted shortly after purchase.

2 Cancellation Requests Before Shipment

If you contact us before your kit has shipped, we may be able to cancel your order. This can typically be accomplished within 24 hours of placing your order, but it is not guaranteed. If the contracted practitioner has already processed and submitted your lab order, cancellation is no longer possible.

To request a cancellation, contact us as soon as possible via our Contact page with your order number and the email address used at checkout.

3 No Refunds After Shipment

4 Customer Responsibility After Shipment

Once your kit has been shipped, you assume full responsibility for the test kit and the testing process, including but not limited to:

• Receiving and storing the kit properly upon delivery
• Following all collection instructions provided with the kit
• Completing the sample collection within the timeframe specified in the kit instructions
• Packaging and shipping your collected sample back to the laboratory using the prepaid return shipping label included with your kit
• Ensuring the sample is shipped back to the lab in a timely manner and in accordance with the instructions provided

GI MAP Test is not responsible for any issues that occur after the kit has been shipped to you, including but not limited to:

• Delays in delivery caused by the carrier, weather, customs, or other factors beyond our control
• Samples that arrive at the lab in an unusable condition due to improper collection, storage, or shipping by the customer
• Failure to complete or return the test within the required timeframe
• Kits that expire due to non-use

5 Shipping

Outbound shipping (kit to customer) is included free of charge for all orders within the United States and Canada.

Return shipping (sample to laboratory) is also included with your kit. A prepaid return shipping label is provided inside your test kit. Please use the provided label and follow the return shipping instructions included with your kit.

6 Issues in Transit

In the event that your kit is lost, damaged, or significantly delayed during shipping — either on the way to you or while your sample is in transit to the laboratory — please contact us as soon as possible.

We will advocate on your behalf and work through the due process of managing any applicable transportation insurance claims with the carrier. However, we do not guarantee any specific outcome from this process, as it is ultimately subject to the carrier’s policies and determination.

If you believe your shipment has been lost or damaged in transit, reach out to us via our Contact page with your order number and a description of the issue. We will do our best to assist you.

7 Damaged or Defective Kits

If your kit arrives with clearly damaged or defective testing materials that prevent you from completing the test, contact us within 7 days of delivery. At our sole discretion, we may provide a one-time replacement kit.

To report a damaged kit, visit our Contact page with your order number, a description of the issue, and photos of the damage.

Replacement kits are provided on a case-by-case basis and are not guaranteed. Cosmetic damage to outer packaging that does not affect the integrity of the testing materials does not qualify for a replacement.

8 Laboratory Processing

Once your sample has been received by the laboratory (Diagnostic Solutions Laboratory), testing and processing is handled entirely by the lab. GI MAP Test does not control laboratory timelines, procedures, or results.

If the laboratory determines that your sample is insufficient, improperly collected, or otherwise unusable, no refund or free replacement will be issued. It is your responsibility to follow all collection and shipping instructions included with your kit.

In the rare event of a confirmed laboratory error (equipment malfunction, sample mishandling by the lab), Diagnostic Solutions Laboratory may re-process the sample or provide a new collection kit at their discretion. This is handled directly between you and the laboratory and is outside the scope of this refund policy.

9 Results and Outcome

Refunds are not issued based on test results, dissatisfaction with results, or the interpretation of results. The GI-MAP™ test provides data and biomarker analysis — it does not provide diagnoses, treatment plans, or medical advice. We recommend working with a qualified healthcare practitioner to interpret your results.

10 Chargebacks and Payment Disputes

By purchasing from GI MAP Test, you agree that all sales are final as described in this policy. Initiating a chargeback or payment dispute with your bank or credit card company after placing an order is a violation of this policy.

We reserve the right to dispute any chargeback and to pursue recovery of funds, including any associated fees. Customers who initiate chargebacks may be prohibited from placing future orders.

We encourage you to contact us directly with any concerns before contacting your financial institution.

11 Promotional and Discounted Orders

Orders placed using a promotional code, discount, or special offer are subject to the same refund policy: all sales are final, no refunds. In the event a pre-shipment cancellation is approved, the 10% restocking fee is calculated based on the actual amount paid.

12 Changes to This Policy

We reserve the right to update or modify this Refund Policy at any time without prior notice. Changes will be posted on this page with an updated “Last Updated” date. The policy in effect at the time of your purchase applies to your order.