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Return Policy 🤝
Return Policy 🤝
Updated over 5 months ago

Patients have 365 days from payment to return a lab test kit. To be eligible for a return, the kit must be unused.

How to Initiate a Return

  1. Send an email with the test kit name to [email protected] asking for a cancellation. Upon receipt of the request, Rupa will check refund eligibility.

  2. If eligible for a refund, Rupa will request a photo of the kit with the requisition ripped up.

  3. Send a photo of the kit with the requisition ripped up.

  4. After Rupa receives a photo of the destroyed requisition form, the refund will be processed.

Policy Details:

  • All cancellations must be requested within 365 days of payment to be eligible for a refund.

  • No refunds will be issued after test samples arrive at the lab.

  • The refund will be for the full price of the test and will be returned to the original payment method.

  • The Rupa processing and ordering fee is non-refundable.

  • The Physician Services fee is non-refundable.

  • All shipping and handling fees are non-refundable.

  • Certain exclusions apply.*

*These kits are non-refundable:

  • COVID-19 antibody tests from any lab

  • All tests from the following labs:

    • Cyrex Laboratories

    • DNA RX

    • SpectraCell Laboratories

*The following tests are refundable but refunds must be requested within 30 days of ordering and a $32 service fee will be subtracted from your refund:

  • All tests from TruDiagnostic

*The following tests are refundable but a $35 service fee will be subtracted from your refund:

  • All tests from DNAlife

  • All tests from ELISA/ACT Biotechnologies

  • All tests from Infinite Allergy Labs

  • All tests from Vibrant America and Vibrant Wellness

*The following tests are refundable but a $41 service fee will be subtracted from your refund:

  • All tests from Aerodiagnostics LLC

*The following tests are refundable but a $50 service fee will be subtracted from your refund:

  • All tests from Cell Science Systems

Except for any products designated on the Rupa site as Final Sale or non-returnable, we will accept product cancellations and provide you with a refund of your purchase price, less the original processing and ordering fee and original shipping and handling costs. Products from the following labs are always Final Sale and are not returnable: Cyrex Laboratories, DNA RX, and SpectraCell Laboratories.

Refunds are processed within approximately ten business days of our receipt of the picture of the destroyed requisition form. Your refund will be credited back to the same payment method used to make the original purchase on the Rupa site. WE OFFER NO REFUNDS ON ANY PRODUCTS DESIGNATED ON THIS SITE AS NON-RETURNABLE OR FINAL SALE.

For defective products, please refer to the manufacturer’s warranty information in the Rupa Terms of Use and Sale included with the product or as detailed in the product’s description on our site.

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