Returns & Refund Policy
Last Updated: September 19, 2026
At AIMLabs, our laboratory analysis and functional health services involve professional time, digital processing, third-party laboratory costs, customized materials, and/or laboratory testing kits that may be prepared and fulfilled shortly after an order is placed.
For this reason, all AIMLabs lab services and testing products are considered final sale once fulfillment has begun, subject to the limited cancellation provisions outlined below.
Lab Analysis & Professional Services
Purchases of AIMLabs blood lab analysis, interpretation, consultations, reports, assessments, and other professional lab-related services are non-refundable and non-returnable once the service has been initiated or fulfilled.
A customer may request cancellation and a refund only when:
- AIMLabs receives a written cancellation request within 24 hours of the original purchase; and
- The request is received before any consultation, intake, assessment, analysis, report preparation, or other booked service has taken place or begun.
Because AIMLabs begins processing and fulfilling orders quickly, cancellation requests must be submitted by email to:
The email should include the customer's full name, email address used for the purchase, order number if available, and a clear request to cancel the service.
Once the 24-hour cancellation period has passed, or AIMLabs has begun providing or preparing the purchased service, the purchase is final and no refund will be issued.
Appointment Bookings
Booking an intake, consultation, assessment, report review, or other appointment constitutes commencement of the service process.
If you decide you no longer wish to proceed, you must notify AIMLabs in writing before the booked service takes place and within 24 hours of your original purchase to be eligible for cancellation and a refund.
Cancelling, rescheduling, or failing to attend an appointment does not automatically entitle the customer to a refund.
Third-Party Laboratory Testing Kits
Certain AIMLabs services involve testing kits supplied, processed, or fulfilled through independent third-party laboratories.
Laboratory testing kits are non-returnable and non-refundable once the kit has been shipped to the customer.
Once a third-party laboratory kit has been ordered, processed for shipment, or shipped, AIMLabs may have incurred laboratory, fulfillment, administrative, or shipping costs that cannot be reversed.
Customers who wish to cancel a laboratory testing kit must contact AIMLabs at hello@aimlabs.ca within 24 hours of purchase and before the kit has been shipped.
If the laboratory kit has already been shipped, no refund, return, or exchange will be provided, including where the customer subsequently decides not to complete the test.
Received or Opened Lab Kits
For health, safety, chain-of-custody, and laboratory integrity reasons, AIMLabs cannot accept returned testing kits once they have been shipped to or received by a customer.
Please do not mail a laboratory kit back to AIMLabs unless you have received specific written instructions from us.
Damaged, Defective or Incorrect Kits
If you receive a laboratory testing kit that appears damaged, defective, incomplete, or incorrect, please contact AIMLabs promptly at hello@aimlabs.ca.
Please include your name, order information, a description of the issue, and photographs where applicable.
A damaged or incorrect kit will be reviewed with the applicable third-party laboratory. Where appropriate, AIMLabs will work with the laboratory to arrange a replacement or other suitable resolution. This does not constitute a return or refund request.
Laboratory Sample Issues
If a laboratory determines that a submitted sample is insufficient, compromised, improperly collected, lost in transit, or otherwise unsuitable for testing, any recollection, replacement-kit, shipping, or laboratory policies will be subject to the requirements of the applicable third-party laboratory.
AIMLabs cannot guarantee that a third-party laboratory will provide a replacement test or kit without additional charges.
Digital Reports and Completed Analysis
Once AIMLabs has begun reviewing laboratory information, generating a personalized analysis, preparing a report, or otherwise performing the purchased professional service, the service is considered to have commenced.
Completed or partially completed customized reports, interpretations, assessments, recommendations, and other personalized digital deliverables are not eligible for return, cancellation, or refund.
Change of Mind
We understand that circumstances change. However, a change of mind after the applicable cancellation period, after service fulfillment has begun, or after a laboratory kit has been shipped does not qualify for a refund.
We encourage customers to review the applicable service information and contact AIMLabs with any questions before purchasing.
Approved Refunds
Where a cancellation meets the requirements of this policy and AIMLabs approves a refund, the refund will normally be issued to the original method of payment.
Processing times may vary depending on the payment provider or financial institution.
Exceptions
Nothing in this Returns & Refund Policy is intended to limit any rights or remedies that cannot legally be excluded under applicable Canadian consumer protection laws.
Where applicable law requires a refund, replacement, cancellation, or other remedy despite the terms of this policy, AIMLabs will comply with those requirements.
Contact AIMLabs
Questions regarding an order, cancellation, laboratory kit, or this Returns & Refund Policy should be directed to:
AIMLabs Practitioner Agency
Vancouver, British Columbia, Canada
By purchasing an AIMLabs service or laboratory testing product, you acknowledge that you have reviewed and agree to this Returns & Refund Policy.