Refund Policy
Effective Date: May 16, 2025
At Neurogen Biomarking Inc., we are committed to delivering high-quality, accessible testing services that support early detection of Alzheimer's disease and other cognitive conditions. Because of the nature of our medical testing services, including digital assessments, blood biomarker kits, and lab analysis, our refund policy is outlined below:
1. Eligibility for Refunds
Refunds are available under the following conditions:
- The customer cancels their order prior to sample collection or prior to activation of a digital test.
- The test kit is returned unopened and unused within 14 days of delivery.
- There is a verifiable issue with the kit or digital service (e.g., defective kit, platform error, failure to deliver).
2. Non-Refundable Circumstances
We are unable to provide refunds in the following cases:
- Once a sample has been collected or submitted.
- Once a digital cognitive test has been completed.
- The return window (14 days) has expired.
- The test or result was declined or invalidated due to non-compliance with usage instructions.
3. How to Request a Refund
To initiate a refund:
- Email support@neurogenbiomarking.com with your order number and reason for your request.
- Our customer care team will respond within 3 business days to guide you through next steps.
- If eligible, refunds will be processed to your original payment method within 7–10 business days after approval.
4. Damaged or Lost Kits
If your test kit arrives damaged or is lost in transit, please notify us immediately. We will provide a replacement kit at no additional cost or issue a refund if no replacement is desired.
5. Customer Responsibility
Customers are responsible for ensuring timely return of any physical materials and for following test instructions accurately. Improper use may affect your eligibility for refund or reissue.
For questions, please contact:
Neurogen Biomarking Inc.