Refund Policy

Last updated: June 12, 2026

It is the goal of Magenta Drug Test to provide complete customer satisfaction. We fully stand behind the quality of our FDA-cleared, CLIA-waived products, and customer satisfaction is our number one priority. If you have an issue with an order, we will make every effort to make it right.

Because rapid diagnostic, drug, and alcohol products are sensitive to handling and storage, the rules below describe exactly what we can and cannot accept.

Sales that are final

Opened drug, alcohol, and rapid-test products are final sale and non-refundable due to the nature of these products.
Custom-manufactured, private-label, and non-stock items are non-refundable once produced or shipped.
Temperature-sensitive / cold-chain products cannot be returned (Good Manufacturing Practice rules) unless they were shipped in error by Magenta Drug Test.
Professional-use-only devices used for personal/home use are non-refundable and void all manufacturer warranties (see Shipping Policy).

30-day return window for unopened product

You may return unopened items in their original packaging within 30 days of delivery for a refund of the product price, subject to the conditions below.

To be eligible, a returned product must be:

In new, resalable condition, in the original packaging, with all accessories included; and
Authorized with a return reference (see Return authorization below).

Report any order discrepancy or shortage within 2 business days of receipt so we can correct it promptly.

What's refundable

Item	Refundable?
Unopened products, original packaging, within 30 days	Yes — product price, less restocking fee
Defective products, or items shipped in error	Yes — full price plus shipping, with a free return label
Opened drug / alcohol / rapid-test products	No
Custom, private-label, or non-stock items	No
Temperature-sensitive / cold-chain products	No, unless shipped in error
Original shipping charges	No, unless the product is defective or shipped in error
Return shipping	Customer pays, unless defective or shipped in error

Restocking fee

Approved returns of non-defective, unopened product are subject to a restocking fee of up to 25%, and the customer is responsible for return postage. We will not refund original shipping charges on these returns. The restocking fee is waived when the product is defective or was shipped in error.

Return authorization (RMA)

A return reference (RMA) is required for every return. Products sent back without an authorized return reference will be refused and returned to sender.

To start a return:

Sign in and open the order under Account → Orders → [order] → Request return.
We will email you a return reference (RTN-YYYY-XXXXXX) and shipping instructions.
Pack items securely in the original packaging and write the return reference clearly on the outside of the box.
Ship via a tracked service to the address on the return confirmation email within 15 days of receiving your authorization. We recommend insuring shipments over $100.

We cannot process refunds on returns we never receive.

Defective products or items shipped in error

If a product arrives damaged, fails a control line, is missing parts, or is not what you ordered, contact us within 14 days at support@magentadrugtest.com with your order number and a photo. If we shipped the wrong or a defective item, we will issue a free return label, refund shipping charges (including the cost of free-shipping returns), and ship a replacement at no cost.

When you contact us, please include:

Your order number; and
A return reason code:
- DEF — the product was defective
- PNO — you received a product that was not ordered
- MP — the product is missing parts

A Customer Service Representative will reply and, if necessary, send shipping instructions for returning your product.

Refund processing

Refunds are processed within 5 business days of our receipt and inspection of the returned items.
Refunds are issued to the original payment method — credit-card refunds typically appear in 5–10 business days; NET 30 refunds are credited against your account balance.
We will email a refund confirmation when the refund is issued.

Items we cannot accept

Products past 30 days from delivery
Products with broken seals or removed packaging
Products stored outside the conditions printed on the package
Products returned without an authorized return reference (RMA)
Products shipped to addresses outside the United States

At-home DNA test kits

DNA test kits are personal collection kits paired with a laboratory service, so different rules apply.

Before your kit ships: you may cancel for a full refund.
After your kit ships: because the kit includes sterile collection swabs and a prepaid lab service, opened or shipped DNA kits cannot be returned or refunded once they leave our facility.
Free re-collection: if your samples cannot be processed for a reason that is not your fault (for example, a manufacturing defect in the swabs or damage in transit), we will send you a replacement collection kit at no charge.
Lab cannot produce a result (not your fault): if the laboratory is unable to produce a result for a reason that is not your fault and a re-collection also cannot produce a result, you are entitled to a full refund of the test price.
Customer-caused issues: if samples are unusable because collection instructions were not followed (for example, insufficient sample, contamination, or eating/drinking before swabbing), a re-collection kit is available but is not free.
Add-ons (Additional Tested Party, Unusual Sample Processing): add-ons are modifiers for a base DNA test and follow the same before/after-ship rules as the kit they attach to. For unusual-sample tiers, the lab assigns the appropriate tier on receipt; if your sample needs a different tier than the one purchased, we will contact you and any difference is billed or refunded accordingly. Because recovery from non-standard samples is never guaranteed, a tier fee covers the lab's processing attempt and is not refundable solely because no usable DNA could be recovered.

DNA test kits are for peace of mind and personal information only. Results are not admissible in court and are not a chain-of-custody test. This refund policy does not change that.

Questions

Returns help: support@magentadrugtest.com Phone: 1-800-833-0680 (Mon–Fri, business hours ET)