Refund policy

Last updated: October 28, 2026

Warranty
Our products are guaranteed to work as described until the expiry date printed on each product, when stored and used as directed.

Returns
Our return window is 30 days from the date of delivery. If more than 30 days have passed since delivery, we cannot offer a refund or exchange. exactblue.com is a wholesale store, so returns are accepted by full case only and need written authorization. Email support@exactblue.com with your order number before sending anything back.

To be eligible for a return, the product must be unused, in the same condition that you received it, and in the original packaging. Unopened kits returned for restocking are subject to a 10% restocking fee.

Opened or used tests are accepted only if there is proof that the product is defective (for example photos or video of the test, the lot number and your order number). Approved defective products are replaced or refunded under our warranty, with no restocking fee.

Non-returnable items:
• Expired products
• Sale or clearance items
• Gift cards
• Downloadable software products

To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.

Refunds
Once your return is received and inspected, we will email you to confirm receipt and to tell you whether the refund is approved or rejected. If approved, your refund will be processed to the original method of payment, less any restocking fee that applies.

Late or missing refunds
If you haven't received a refund yet, first check your bank account again, then contact your credit card company, as it may take some time before the refund is officially posted. Next contact your bank. If you've done all of this and still have not received your refund, please contact us at support@exactblue.com.

Exchanges
We only replace items that are defective or damaged. If you need to exchange an item for the same item, email support@exactblue.com.

Cancellations
Orders can be cancelled free of charge before they are picked or shipped. Once an order has been picked or handed to a carrier it cannot be cancelled and is treated as a return.

Return shipping
To return a product, send it to: ExactBlue Technologies Inc., 490 Sheldon Dr, Unit 6, Cambridge, ON N1T 2C1, Canada.

You are responsible for the cost of return shipping, except where the product was defective or we sent the wrong item, in which case we will cover it. Shipping costs are otherwise non-refundable. We recommend a trackable shipping service or shipping insurance, as we cannot guarantee that we will receive your returned shipment.