Return & Refund Policy
If your specimen hasn't been collected yet, you can cancel your order. Refunds, when eligible, are made back to the card on file. See the rules and timing below for full details.
Quick summary
- 0–60 days: Full refund or account credit
- 61–18 months: Account credit only
- After 18 months: No refund
- Specimen Collected: No refund
Need help?
We're here to help. Use the Contact Us button to request a cancellation or ask questions.
Contact SupportWhat this means
When a specimen has been collected, the order is final. Eligible refunds are returned to the original payment method when possible. If the original card is no longer valid, we will issue account credit instead.
3 simple rules
Rule 1 - No specimen collected
Cancellations are allowed only if a specimen has not been collected for that test. Once collected or submitted, the order is final.
Rule 2 - Refunds go back to the card on file
Refunds (when eligible) are issued to the card on file. If the original payment method is no longer valid, we will issue account credit instead. We do not issue checks.
Rule 3 - Orders and credits expire at 18 months
Any unused orders or credits expire 18 months from your purchase date.
What you'll receive
| Time from purchase | Your option (if no specimen collected) |
|---|---|
| 0–60 days | Full refund back to the card on file or full account credit |
| 61 days–18 months | Account credit only |
| After 18 months | No refund or credit (order expires) |
Test Kits (Test Kit Logistics Fee)
Some tests sold on the Ulta Lab Tests platform include a Test Kit Logistics Fee.
- What the fee covers
- This fee covers fulfillment, handling, and round-trip specimen transport.
- How refunds work with kits
- If a refund or credit is eligible, it will exclude the non-refundable Test Kit Logistics Fee.
The Test Kit Logistics Fee is non-refundable.If you cancel an eligible order that includes a test kit, any refund or account credit will exclude the Test Kit Logistics Fee.
How can I cancel or change my order?
To cancel or change an order, please contact our support team and include your order number.
This policy may be updated from time to time. Changes apply to orders placed on or after the new effective date.