Our Commitment

At FertilMARQ, we stand behind the quality of our Home Male Fertility Test Kit and are committed to your satisfaction. This Refund Policy outlines the circumstances under which refunds are available and the process for requesting one.

Refund Eligibility

Unopened and Unused Test Kits

You may return unopened and unused test kits within 30 days of the delivery date for a full refund of the product price. To be eligible:

The test kit must be in its original, sealed packaging
The kit must not show signs of use or tampering
You must provide proof of purchase (order number or receipt)
Return shipping costs are the responsibility of the customer unless the return is due to our error

Defective or Damaged Products

If you receive a defective or damaged test kit, we will provide a full refund or replacement at no additional cost. This includes:

Test kits damaged during shipping
Missing components or materials
Kits with manufacturing defects
Expired test kits (expiration date passed at time of delivery)

You must report defective or damaged products within 7 days of receiving your order. We may request photos or return of the defective product for quality control purposes.

Laboratory Processing Issues

If your sample cannot be processed due to laboratory error or equipment failure on our end, you will receive:

A full refund of the product price, OR
A free replacement test kit at your choice

This does not apply to samples that cannot be processed due to improper collection, handling, or shipping by the customer.

Non-Refundable Circumstances

The following situations are not eligible for refunds:

Used Test Kits: Once a test kit has been opened and the sample has been collected, the kit is not eligible for return or refund due to health and safety regulations.

Processed Tests: After your sample has been received and processed by our laboratory, refunds are not available. Test results represent the analysis of your specific sample.

Improper Sample Collection: If test results cannot be generated due to improper sample collection, contamination, insufficient sample volume, or failure to follow kit instructions, a refund will not be provided. We recommend carefully reviewing all instructions before sample collection.

Delayed Sample Shipment: If you fail to ship your sample within the recommended timeframe (typically 24 hours after collection) or if the sample is compromised due to shipping delays outside our control, refunds are not available.

Change of Mind After Testing: Once you have used the kit and received your results, refunds based on dissatisfaction with your personal results are not available.

Promotional or Discounted Kits: Test kits purchased at a promotional discount or as part of a bundle may have different refund terms as specified at the time of purchase.

Refund Process

To request a refund, please follow these steps:

Contact Customer Service: Email us at [support@fertilmarq.com] or call [phone number] within the eligible timeframe
Provide Information: Include your order number, reason for the refund request, and any supporting documentation or photos
Await Authorization: Our team will review your request and provide return authorization if eligible (typically within 2-3 business days)
Return the Product: If returning an unopened kit, ship it to the address provided in your return authorization using a trackable shipping method
Receive Your Refund: Once we receive and inspect the returned item, your refund will be processed within 5-7 business days

Refund Method

Refunds will be issued to the original payment method used for the purchase. Please allow 5-10 business days for the refund to appear in your account, depending on your financial institution's processing time.

If the original payment method is no longer available, please contact us to arrange an alternative refund method.

Replacement Options

Instead of a refund, you may choose to receive:

A replacement test kit (subject to availability)
Store credit for future purchases
An upgrade to a more comprehensive testing package (you pay the difference)

Shipping Costs

Standard Returns: Customers are responsible for return shipping costs for unopened, unused test kits unless the return is due to our error.

Defective Products: We will provide a prepaid return shipping label for defective, damaged, or incorrect products.

Original Shipping Fees: Original shipping charges are non-refundable unless the return is due to our error or a defective product.

International Orders

International orders may be subject to different refund terms due to customs regulations and shipping costs. Please contact our customer service team for assistance with international returns.

Customs duties, taxes, and fees paid on international orders are non-refundable and are the responsibility of the customer.

Subscription Orders

If you purchased your test kit as part of a subscription:

You may cancel your subscription at any time
Refunds for subscription orders follow the same policy as single purchases
Unopened kits from a subscription order may be returned within 30 days of delivery
Cancellation of a subscription does not automatically entitle you to a refund of previously shipped kits

Order Cancellations

You may cancel your order for a full refund if:

The cancellation request is made before the test kit has shipped
You contact us within 24 hours of placing the order

Once a test kit has shipped, standard refund policies apply.

Exceptions and Special Circumstances

We understand that unusual circumstances may arise. If you believe you have a unique situation that warrants consideration outside this policy, please contact our customer service team. We will review your case individually and work with you to find a fair resolution.

Privacy and Data Deletion

If you request a refund after creating an account or registering your kit:

Your personal information will be handled according to our Privacy Policy
If you wish to have your account and data deleted, please make a separate request
Test results, if already generated, will be retained according to our data retention policies unless you request deletion (subject to legal retention requirements)

For refund requests or questions about this policy, please contact:

Email: support@fertilmarq.com
Hours: Monday-Friday, 9:00 AM - 6:00 PM
Mail: FertilMARQ, 323 Andover St. Wilmington, MA 01887

Policy Changes

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our Service after changes are posted constitutes acceptance of the updated policy.

Governing Law

This Refund Policy is governed by the laws of [State/Country], without regard to its conflict of law provisions.