Customer Support

Return Policy

We want your order experience to be clear and simple. Please review the policy below before returning any test kit or requesting a refund.

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Unused kits only Approval required Support by email

Policy Summary

  • ✓ Unused and unopened kits may qualifyReturns may be requested within 14 days of delivery.
  • ✓ Used kits are not returnableOpened kits, collected samples, and lab-submitted orders cannot be returned.
  • ✓ Contact us before sending anything backA return authorization is required before shipping a kit back.
Last Updated

Return & Refund Policy

Effective date: June 5, 2026

This Return Policy applies to purchases made through The Mold Tests website, including environmental test kits such as ERMI, HERTSMI-2, Endotoxin, and related dust-based testing products.

Because our products involve sample collection materials, laboratory processing, and digital reporting, some items and services become non-returnable once opened, used, submitted, or processed.

Eligible Returns

A return may be eligible when all of the following conditions are met:

  • The return request is submitted within 14 days of delivery.
  • The kit is unused, unopened, and in its original condition.
  • All original materials, instructions, packaging, and components are included.
  • The return is approved by our support team before the item is shipped back.

Non-Returnable Items

For sample integrity and service reasons, we cannot accept returns for:

  • Opened, used, or partially used test kits.
  • Kits that have collected dust or other samples.
  • Samples that have been mailed, submitted, received, or processed by the lab.
  • Digital reports, laboratory analysis, and completed testing services.
  • Kits with missing, damaged, contaminated, or altered components.

Order Cancellations

Orders may be canceled for a refund if the request is received before the order has shipped. Once an order has shipped, it must follow the return process above.

If a sample has already been sent to the lab, received by the lab, or entered into laboratory processing, the order can no longer be canceled or refunded because the service has started.

Damaged, Missing, or Incorrect Orders

Please inspect your order when it arrives. If your kit arrives damaged, incomplete, or you receive the wrong item, contact us within 7 days of delivery so we can review the issue and help with a replacement or correction.

To help us resolve the issue faster, include your order number, a short description of the problem, and clear photos of the package or item when applicable.

How to Request a Return

Please do not ship your order back before receiving return approval.

Email support@themoldtests.com with your order number and reason for the return.
Our support team will review your request and confirm whether your order is eligible.
If approved, you will receive instructions for returning the unused kit.
After the returned item is received and inspected, we will notify you about refund approval.

Refunds

Approved refunds are issued to the original payment method after the returned item has been received and inspected. Refund timing may vary depending on your bank or payment provider.

Shipping charges, if any, are non-refundable unless the return is due to an error by The Mold Tests.

Return Shipping

Customers are responsible for return shipping costs unless the item arrived damaged, incomplete, or incorrect due to our error.

We recommend using a trackable shipping method because we cannot guarantee receipt of a returned item without tracking.

Exchanges and Replacements

We may offer a replacement when a kit arrives damaged, incomplete, or incorrect. Replacement eligibility is reviewed case by case and may require photos or additional order details.

Important Note About Testing Services

The Mold Tests provides environmental testing services and educational information only. Test results are not medical advice, diagnosis, treatment, inspection, or remediation services. If you have health, building, or remediation concerns, please consult qualified professionals.

Questions Before You Order?

We are here to help you understand what is included, how the testing process works, and which kit may be right for your indoor environment.

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Professional environmental testing kits for homeowners, renters, and families who want clearer information about their indoor space.

The Mold Tests provides environmental testing services and educational information only. We do not provide medical advice, diagnosis, treatment, inspection, or mold remediation services. Return eligibility may depend on order status, kit condition, and whether laboratory processing has started.
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