Returns and refunds
What can come back, when, and how a refund reaches you.
Effective October 13, 2026
Accessories
Overpatches, wipes and arm bands can be returned within 30 days of delivery if they are unused and in their original packaging. Write to store support with your order reference and we send a return label. The refund is issued when the return arrives, to the card you paid with, less the outbound shipping.
Collection kits
A Tasso kit is a single-use medical device. Once it has shipped it cannot be returned or refunded. If the device is damaged on arrival, fails to collect, or the laboratory reports an insufficient sample, we send a replacement kit at no charge. Tell us through store support or reply to the order email.
If an order for a kit is held because the email at checkout does not belong to an ILAI member with an active plan, we email you to ask which account it is for. If we cannot resolve it within 72 hours, the order is refunded in full.
Venous draws
An extra venous draw can be cancelled for a full refund until the requisition has been sent to the laboratory partner (normally within one business day of your order). After that, the laboratory’s fee has been incurred and the order cannot be refunded, except where the draw cannot be completed for a reason on our side.
Subscriptions
The monthly draw add-on cancels at the end of the period you have paid for; there is no proration. Draw credits already issued stay valid for 60 days past the end of that period. Members cancel in the app under Me → Membership → Manage billing; anyone who bought without an ILAI account can ask for a link to manage it.
Items not available in your state
Lab items are not available in every state. If an order for one reaches us with a shipping address in a state we cannot serve, it is refunded in full.
How a refund arrives
Refunds are issued through Stripe to the card you paid with and usually appear within five to ten business days, depending on your bank. We email you when a refund is issued.