Refund policy

To return your unused kit, you must notify us within thirty (30) days of receiving your order and the product must be received back to us within sixty (60) days from when you received your order. 

To be eligible for a refund, your kit must be unused and in its original packaging. 

To start a return, you can contact us at info@getprym.com. Please do not send unused kits back using the included shipping label. We will send you a free return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted or refunded. 

You can contact us for any return questions at info@getprym.com.

Damages
Please inspect your test kit upon delivery and contact us immediately if the item is defective or damaged so that we can evaluate the issue and make it right.

Issues with specimen
If the specimen arrives to the lab damaged during shipping, delayed due to shipping issues, or other external reasons; we will provide another kit free of charge. If we are unable to process your specimen for any reason involving improper collection (i.e. missing or incomplete kit registration, not shipping on the same day the sample was collected) we cannot provide a full refund. However, another collection kit can be purchased at a reduced price.

Exceptions / non-returnable items
We cannot accept returns or refunds on used or opened kits. If any items in the kit have been opened a refund cannot be issued.

Refunds
Once your return has been approved we will provide a shipping label for you to return your kit. When we receive the return we will process your refund on your original payment method. We will notify you via email when that process has taken place, usually within 7 business days after we receive the return. If more than 7 business days have passed since we’ve received your return, please contact us at info@getyprym.com.