Refund & Returns Policy

Our Commitment to Every Submission

At Freedom Diagnostics, we understand that research samples and laboratory testing require careful handling, clear documentation, and reliable service. We work to make every submission as straightforward and transparent as possible.

Because our services involve laboratory testing and the processing of submitted research samples, refunds and cancellations are subject to the status of your order and whether laboratory work has already begun.

Order Cancellations

Cancellation requests should be submitted as soon as possible after placing an order.

If laboratory processing has not yet begun, we may be able to cancel the order and issue a refund according to the circumstances of the request.

Once laboratory work, sample processing, or testing has begun, the order may no longer be eligible for cancellation or a full refund.

Refund Eligibility

Refund requests are reviewed individually based on the status of the order and services performed.

A refund may be considered when:

• The order is cancelled before laboratory processing begins.
• Freedom Diagnostics is unable to perform the testing that was ordered.
• A duplicate order was placed and the duplicate has not entered processing.
• Another issue occurs that prevents the requested service from being completed.

Refunds are not automatically issued for orders that have already entered laboratory processing.

Samples That Cannot Be Tested

In some cases, a submitted sample may be unsuitable for testing due to insufficient quantity, contamination, improper packaging, damage during transit, or other sample-related issues.

If a sample cannot be tested, our team will review the circumstances and determine whether the order is eligible for a refund, partial refund, replacement submission, or other resolution.

Additional sample requirements may apply depending on the testing requested.

Shipping Damage or Loss

Customers are responsible for ensuring that samples are packaged appropriately and shipped using a reliable, trackable carrier.

Freedom Diagnostics is not responsible for samples that are lost, delayed, damaged, contaminated, or otherwise affected while in transit before they are received by our laboratory.

If your shipment is damaged or appears to have been lost during transit, please contact the shipping carrier and notify our team as soon as possible.

Testing Results & Refunds

Laboratory results are based on the sample received and the testing procedures performed.

A refund is not automatically provided because a result does not meet a customer’s expectations. If you believe there is an issue with a report or testing process, please contact our team so the matter can be reviewed.

Where appropriate, we may review the testing documentation, sample information, and applicable laboratory records before determining the appropriate resolution.

How to Request a Refund

To request a cancellation or refund, please contact our team with the following information:

• Order number
• Customer or company name
• Accession number, if applicable
• Reason for the refund request
• Any relevant shipping or submission information

Providing complete information helps us review your request more efficiently.

Refund Processing

If a refund is approved, it will generally be issued to the original payment method used for the order.

Processing times may vary depending on the payment provider or financial institution. Once a refund has been issued by Freedom Diagnostics, additional processing time may be required before the funds appear in your account.

Questions About Your Order?

If you are unsure whether your order is eligible for cancellation or a refund, contact our team before shipping your sample or before laboratory processing begins.

We are committed to handling every submission with transparency and providing clear communication throughout the testing process.

Clear Process. Independent Testing. Transparent Results.