1. What you can expect
Laboratory testing uses staff time, instruments and materials as soon as work begins, so what we can return depends on how far your order has progressed.
| Situation | Outcome |
|---|---|
| You cancel before we receive your sample | Full refund |
| You cancel after we receive your sample, before testing starts | Full credit toward a future test |
| We cannot accept your sample | Full credit toward a future test, or resubmission guidance |
| Testing has started or finished | No refund |
| We made an error in testing or reporting | Free retest if enough sample remains, otherwise a full refund of that test |
| Duplicate order or billing mistake | Full refund of the duplicate or overcharge |
2. Results are not grounds for a refund
We report what we measure. A low purity figure, a failed identity check or any other unwanted result is the service working as intended, and does not qualify for a refund.
3. Tests on the same order
If some tests on an order have started and others have not, this policy applies to each test separately.
4. Shipping
Shipping costs are not refundable. We are not responsible for samples lost or damaged before they reach us, but you may still cancel for a full refund as long as we have not received the sample.
5. How to request a refund
Email info@coremasslaboratories.com with your Order ID and the reason for your request, within 30 days of your order or report date. Approved refunds go back to your original payment method within 10 business days. Credits stay valid for 12 months.
6. Payment disputes
Please contact us before disputing a charge with your card issuer, as most problems can be solved quickly by email. We may decline future orders from clients who file disputes for services we delivered.
7. Your legal rights
This policy does not limit any right you have under Alberta or Canadian consumer protection law.
8. Questions
CoreMass Laboratories, Alberta, Canada
info@coremasslaboratories.com