At MoldScope, your satisfaction is our top priority. We are confident in the quality and accuracy of our mold testing kits, and we want you to feel confident in your purchase.
Our 90-Day Guarantee
If you are not completely satisfied with your MoldScope kit for any reason, you may request a full refund within 90 days of your purchase date. No questions asked.
This guarantee covers:
- Unopened kits returned in original packaging
- Opened kits that did not perform as expected
- Dissatisfaction with analysis results or service quality
- Orders that arrived damaged or incomplete
How to Request a Refund
To initiate a refund, simply follow these steps:
- Contact Us: Email our customer service team at refunds@moldscope.com with your order number and reason for the refund request.
- Receive Instructions: We'll respond within 24 hours with return instructions (if applicable) and a prepaid shipping label.
- Ship Your Return: For physical products, pack the kit securely and ship using the provided label.
- Get Your Refund: Once we receive and process your return (or approve a no-return refund), your refund will be issued within 5-7 business days.
Refund Methods
Refunds are issued to the original payment method:
- Credit/Debit Cards: Refunds typically appear within 5-10 business days, depending on your bank.
- PayPal: Refunds are processed within 3-5 business days.
- Other Payment Methods: Processing times may vary. Contact us for details.
Exchanges
If you received a damaged or defective kit, we'll send a replacement at no additional cost. Simply contact us with photos of the damaged items, and we'll ship a new kit right away.
Shipping Costs
- Defective or Damaged Products: We provide a prepaid return label at no cost to you.
- Change of Mind Returns: We provide a prepaid return label. Original shipping costs are non-refundable.
- Expedited Shipping: If you paid for expedited shipping and return the product, expedited fees are non-refundable unless the product was defective.
Lab Analysis Refunds
If you've already submitted samples for analysis, you are still eligible for a refund. However:
- Before Analysis Complete: Full refund of kit purchase price.
- After Analysis Complete: Full refund of kit purchase price. We want you to be satisfied regardless of whether you've used the service.
What's Not Covered
While we try to accommodate all refund requests, the following are not eligible:
- Requests made more than 90 days after purchase date
- Products purchased from unauthorized resellers or third-party marketplaces
- Bulk or wholesale orders (special terms apply—contact us for details)
- Kits resold or transferred to another party after original purchase
Cancellations
Before Shipping: If you need to cancel your order before it ships, contact us immediately at orders@moldscope.com. If we can catch the order before it leaves our facility, we'll issue a full refund with no need to return anything.
After Shipping: If your order has already shipped, you can refuse delivery or follow our standard return process once it arrives.
Damaged or Lost Shipments
If your order arrives damaged or is lost in transit, please contact us within 7 days of the expected delivery date. We will either:
- Ship a replacement kit at no charge, or
- Issue a full refund, per your preference
Please provide photos of any damaged packaging or products to help us process your claim quickly.
Questions?
Our customer service team is here to help. If you have any questions about our refund policy or need assistance with a return, please don't hesitate to reach out:
Email: refunds@moldscope.com
Response Time: Within 24 hours
Hours: Monday–Friday, 9 AM–6 PM EST
We appreciate your business and are committed to making sure you're 100% satisfied with your MoldScope experience.