Refund policy
LAST UPDATED: AUGUST 29, 2026
Because laboratory services involve provider review, personalized requisitions, third-party fees, specimen materials, and time-sensitive processing, they cannot be returned in the same manner as ordinary retail products.
- CANCELLATION REQUESTS
To request cancellation, email orders@cbxdirectlab.com as soon as possible with your name, order number, and the name of the test. Do not include medical records or laboratory results.
A cancellation request is not effective until it has been confirmed in writing.
An order may be eligible for cancellation before any of the following occurs:
• Provider review or authorization begins.
• A laboratory order or requisition is generated.
• A specimen kit is processed, released, or shipped.
• A collection appointment or laboratory service is used.
• A specimen is collected, submitted, or analyzed.
Refund eligibility is also subject to the refund rules of Evexia Diagnostics, the independent provider, and the performing laboratory.
- NON-REFUNDABLE ORDERS AND FEES
Once provider review has occurred, a requisition has been generated, a laboratory order has been submitted, or kit fulfillment has begun, the order is generally non-refundable.
Provider-authorization, processing, collection, shipping, reflex, cascading, and other third-party fees may be non-refundable once incurred.
No refund is provided solely because:
• You change your mind after processing begins.
• You do not visit the collection center or collect the specimen.
• You fail to complete testing before the requisition or kit expires.
• You fail to follow preparation, collection, identification, scheduling, or shipping instructions.
• Results are different from what you expected.
• Results are normal, abnormal, inconclusive, or do not answer a particular health question.
• Processing takes longer than an estimated turnaround time due to circumstances outside our control.
• A test is not eligible for insurance reimbursement.
- REJECTED OR UNUSABLE SPECIMENS
A laboratory may reject a specimen because of insufficient quantity, improper collection, contamination, labeling errors, delayed shipment, temperature exposure, or another quality requirement.
If the rejection was caused by incorrect customer collection, preparation, labeling, storage, or shipment, a recollection kit or replacement order may require an additional fee.
If the rejection or loss resulted from a verified laboratory, fulfillment, or carrier error, we will coordinate with the responsible third party to seek a replacement, recollection, account credit, or refund when available.
- DAMAGED, DEFECTIVE, OR MISSING KITS
Report a damaged, incomplete, expired, or missing kit promptly to orders@cbxdirectlab.com. Include the order number and photographs of the package when appropriate, but do not email identification documents, specimens, or medical information.
Replacement eligibility depends on the circumstances and the policies of the kit provider and performing laboratory.
- TEST CANCELLATION OR UNAVAILABILITY
If an independent provider declines to authorize a test, or the test becomes unavailable before services are performed, the unperformed portion may be refunded according to the applicable third-party policy.
We may offer an equivalent replacement only with your approval.
- REFUND PROCESSING
Payments completed through an Evexia Diagnostics Promo Page are processed by Evexia. Approved refunds must be returned through the original payment system and are subject to Evexia’s processing requirements and timelines.
Crisis Box Direct Lab will assist with an eligible request but cannot guarantee approval of a refund controlled by an independent provider, laboratory, payment processor, or fulfillment company.
Nothing in this Policy limits any consumer right that cannot legally be waived.
CONTACT
Email: orders@cbxdirectlab.com
Subject line: Cancellation or Refund Request
Please include your name and order number, but do not send laboratory results or sensitive health information.