PGx Refund Policy

Vanta Diagnostics strives to make the refund process as transparent and efficient as possible. Below you’ll find how refunds and cancellations work for Vanta Diagnostics PGx testing services.

Please note: This refund policy does not apply to services covered by Medicare, Medicaid, or other government-funded healthcare programs.

When refunds are available

Refund eligibility depends on where the order is in the testing process.

Pharmacogenetic (PGx) testing

Test type Full refund Partial refund No refund
PGx in-office
  • The lab is unable to generate a test result due to factors outside the patient’s control.
  • The order is cancelled before the sample is received by the lab.

Note: A $150 non-refundable processing fee applies.

  • The sample has been received by the lab for processing.
  • The sample has not been received within three months of the order date.
PGx ship-to-patient
  • The lab is unable to generate a test result due to factors outside the patient’s control.
  • The order is cancelled after the kit has shipped but before the sample is received by the lab.

Note: A $150 non-refundable processing fee applies.

  • The sample has been received by the lab for processing.
  • The sample has not been received within three months of the order date.

Important notes about sample quality

If your sample cannot be processed due to quality issues:

  • Vanta Diagnostics will provide a complimentary replacement kit to repeat the test.
  • The new sample must be submitted within three months of receiving the replacement kit.
  • If Vanta Diagnostics is unable to generate results due to factors outside of your control, you will be eligible for a full refund.

How refunds are calculated

  • Refunds are based on the net amount paid by the patient.
  • Promotional or discounted pricing is reflected in the refunded amount.
  • The $150 processing fee, when applicable, is deducted from the refund.
  • No refunds are issued if the calculated amount is $0 or less.

How and when refunds are issued

  • Refunds are issued using the original payment method.
  • Refund processing begins within 10 business days after refund eligibility is confirmed.
  • Please allow three to five business days for credits to appear on your credit card, or two to three weeks for refunds issued by check.

Test cancellation and processing

  • If a sample is not received by the lab within three months of the order date, the test will be cancelled and no refund will be issued.
  • Once a sample has been received by the lab for testing, the order cannot be cancelled and refunds are no longer available.
  • If a refund is processed before the lab receives the sample, the sample will not be tested and no results will be issued.
  • To continue testing after a test has been cancelled, contact us at pgxsupport@vantadx.com or call 877-895-8658.

Replacement kits and shipping issues

Please contact Customer Service for a replacement kit if your kit:

  • Does not arrive
  • Arrives damaged
  • Is missing components
  • Vanta Diagnostics does not accept returns of unused kits.
  • If you choose not to proceed with testing, you may be asked to safely dispose of the kit.

Questions?

Our Customer Service team is happy to help: