- Cancellation / Defective Kit Return Policy
Our goal is to provide customers with timely service in the event a cancellation of your order is necessary. Please read the following notes detailing our cancellation/return policy:
30 Day Limit
UL accepts cancellation within 30 days from date of scheduled kit shipment from the laboratory. After 30 days, no cancellations or refunds are available. See refund information below. The customer will receive a credit by the same means payment was made.
Refunds for Unshipped Kits
Full reimbursement is available for orders when the sample collection kit has yet to be shipped. A kit is considered “shipped” once it is in transit from the laboratory to the customer.
Refunds for Shipped Kits
Full reimbursement less $50 cancellation fee is available for orders that have been shipped. Reimbursement will be made when the cancelled, unused kit is returned to and received by UL. Customers are required to use the return-shipping label provided via email. A kit is considered “shipped” once it is in transit from the laboratory to the customer.
Once you have shipped a kit with water samples to UL, no cancellations or refunds are available.
To cancel your order, either before or after the collection kit has been shipped, go to Customer Service.
- Defective or Damaged Kits / Return Policy
In the case of a defective or damaged collection kit, UL will provide and pay for the outbound shipping of a replacement collection kit. The new collection kit will be delivered to the customer when the damaged kit is returned to and received by UL. Damaged kits are to be returned to UL by using the return-shipping label provided via email.
To report a damaged or defective kit, please go to Customer Service.
Disposal of Unreturned Kits
If for any reason you choose not to return a cancelled or defective kit to UL, chemicals contained in the kit can be flushed down the toilet. The contents of each bottle in the test kit should be flushed down the toilet one bottle at a time. Do not flush the bottle itself. Empty bottles should not be re-used or recycled and should be thrown in the trash. You should thoroughly wash hands after disposal of chemicals in the test kit.
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