# Viome Official Test Sample Submission, Test Kit Replacement, and Refund Policies > Full Body Intelligence, Health Intelligence, Gut Intelligence, or CancerDetect Test Kits Returns and Refund Policy For Full Body Intellig... Source: https://support.viome.com/en_us/viome-official-sample-return-kit-replacement-and-refund-policies-ryU0zhlst Last updated: 2026-07-02T17:10:36.169Z ### **Full Body Intelligence, Health Intelligence, Gut Intelligence, Oral Health Intelligence, and CancerDetect Test Kits** **Return & Refund Policy** For **Full Body Intelligence test**, **Health Intelligence test**, **Gut Intelligence test**, **Oral Health Intelligence test**, or **CancerDetect** **test** purchases & orders: * If a **test kit order is** **canceled within 24 hours of purchase**, a full refund will be offered including shipping costs and taxes paid (where applicable). * If a **test kit refund is** **requested after 24 hours but within 14 days of purchase**, a partial refund will be offered if your sample has not been returned or shipped to Viome’s lab for processing. The partial refund is based on the purchase price minus $60 (USD) processing fee. This applies to all purchases regardless of purchaser’s location. * Any **test kit refunds** **requested after 14 days of purchase** will not be processed. If multiple tests are purchased at different prices, refunds will occur on the discounted test kit first. To request a test kit order cancellation or refund, please call Viome customer service at (855) 958-4663 or submit a request by clicking on the "Contact Customer Service" button at the bottom of this article. * * * ### **Precision Supplements, Probiotics + Prebiotics, VRx MyBiotics Oral Lozenges, and VRx My·Biotics Toothpaste & Gel Order** **Return & Refund Policy** For **Precision Supplements**, **Probiotics + Prebiotics,** **VRx MyBiotics Oral Lozenge, and VRx My·Biotics™ Toothpaste & Gel** purchases and orders: * **Supplements orders cannot be cancelled or refunded if a supplements order has been billed or charged.** This is because supplements orders immediately start manufacturing when billed or charged. All supplements are custom-made and uniquely formulated for each customer, and cannot be used by anybody else. If an upcoming supplements order has not been billed or charged, it is possible to change your next supplements order date or pause your subscription. You will receive an email notification 2 days before your supplements order is billed or charged. To pause your subscription, skip an upcoming supplements order, or change your next supplements order date, please see "[**manage your subscription**](https://support.viome.com/en_us/precision-supplementstm-how-to-manage-subscriptions-Sy9nG3giF)." * * * ### **Replacement Policy for Full Body Intelligence, Gut Intelligence, Oral Health Intelligence, and CancerDetect tests** If you need a replacement kit due to non-receipt, damage, or other issues, follow these steps: ### ****Step 1: Determine the Reason for Replacement**** * ****Non-Receipt or Loss****: If you haven't received your kit or it was lost, you can request a replacement. * ****Damage or Spillage****: If your kit was damaged or the contents spilled, a replacement is necessary. * ****Expired Kit****: If your kit is expired but the solution is intact, you may still use it. However, if you prefer a new kit, you can request one. This may include a processing fee. ### ****Step 2: Understand the Fees**** * ****Processing Fee****: A processing fee may apply for replacement kits to cover shipping and materials. Speak with our support team to understand if this fee will apply to you. ### ****Step 3: Request the Replacement**** * ****Contact Support****: Reach out to customer support to request a replacement kit. Provide your order number or kit ID for verification. * ****Provide Necessary Information****: Confirm your shipping address and email to ensure the replacement kit is sent to the correct location. ### ****Step 4: Confirm the Order**** * ****Order Confirmation Link****: You will receive a link to confirm your order. This link is valid for 30 days, so ensure you complete the process promptly. * ****Payment****: Use the link to pay any processing fees, if applicable, using your preferred payment method. * * * ## ****Understanding Our Policies**** ### Replacement Policy for Full Body Intelligence, Gut Intelligence, Oral Health Intelligence, and CancerDetect Tests * Upon customer request, Viome may ship a replacement for a kit purchased by a customer due to non-usability, damage, or defect in the kit being replaced, provided that you have not submitted your sample(s) using the kit subject to replacement and provided that the kit is not expired. **Requesting a replacement test kit will result in a $60 (USD) processing fee**. This includes replacement kit requests due to shipping address changes, spilled sample collection tube liquid, etc. * Viome will not charge any fees in connection with this replacement if it is determined that the cause for such replacement is attributable solely to Viome (such as if during lab processing, your sample(s) fail to meet quality standards). In these situations, Viome will contact you with instructions on how to receive your replacement test kit. * * * ### ****Kit Expiration and Viability**** Before requesting a replacement, it's important to understand the expiration and viability of your test kit: * ****Expiration Date****: The 6-month expiration date on your kit is to encourage the samples be returned as soon as possible for the best quality of the solution in the tube. If the solution inside the tube is intact, the kit is still usable. * ****Preservative Integrity****: As long as the liquid preservative in the kit is intact, the kit can be used even after the expiration date. If your samples have any issues when received by our lab, we will contact you to assist with a replacement. * If you have any concerns about the preservative liquid, please contact support for assistance. * * * ### **"Sale Price Guarantee" Policy** * Viome offers a **"sales price guarantee" where if you purchased a Viome product or service 72 hours before a sale starts**, a refund will be provided for the difference between the sale price and the price paid for the product or service. Sale price adjustments will not be made for any purchases after a sale has ended. In addition, the "sales price guarantee" only applies to the most recent sales event, and no adjustments will be made to past sales events. Most recent sales event is defined as a sale event that occurred within the past thirty days. * * * ### **Test Kit Expiration Policy** * **Test samples (stool, blood, and/or saliva) must be submitted to Viome laboratory within six (6) months of test kit purchase date**. If you are unable to send your Sample within the six (6) months period and are still within (12) months of purchase, please call Viome customer service at (855) 958-4663 or submit a request via the "Contact Customer Service " button at the bottom of this article for guidance. * For specific information on the test kit expiration policy, please see Viome's [terms of service](https://www.viome.com/terms).