Refunds, Cancellations and Order Expiry
Effective 2026-09-16 · version 2026-09-16
Cancel bloodwork any time before your blood is drawn and the money comes back. Once a specimen is collected the laboratory has done the work and there is no refund, except when the lab cannot produce a result. A test the physician declines to authorize is always refunded.
1.Gifts
Unredeemed Gift credit does not expire. Opening an invitation or creating an account does not redeem the Gift. Redemption occurs when the recipient’s testing order is accepted. Before redemption, you may request a full refund to your original payment method. If the recipient declines, is ineligible, or the reviewing physician does not approve the order, you will receive a full refund. Otherwise, after redemption, the applicable order refund policy applies. Unused credit remains available, and expiration of an access link does not expire the credit. See Gift Terms.
2.Bloodwork
| When | What happens |
|---|---|
| Before your specimen is collected, within 60 days of purchase | Full refund to the original payment method. No fee. |
| Before your specimen is collected, more than 60 days after purchase | Full account credit, spendable on anything at Filia. |
| The ordering physician declines to authorize a test | That test is refunded in full to the original payment method, automatically, whenever it happens. |
| After your specimen is collected | No refund. The laboratory has performed the work. |
| The laboratory cannot produce a result (too little specimen, a damaged sample, a laboratory error) | Your choice of a redraw at no charge or a full refund of the affected test. |
| Your requisition expires before you are drawn | The order closes and is refunded as account credit. The expiry date is printed on your requisition and in your order confirmation. |
To cancel, use the order page in your account or write to info@myfilia.com with the order number. A cancellation takes effect when we receive it, so a specimen collected after that is treated as collected before. Quest Diagnostics does not charge for a missed appointment; simply book another while your requisition is valid.
If you paid with a health savings or flexible spending account, a refund goes back to that account. Check with its administrator about how it treats a refund.
3.Specialty test kits
Specialty tests are collected with a kit mailed to you and analyzed by the laboratory named on the test’s page. You can cancel for a full refund until the kit ships. After it ships and before your sample reaches the laboratory, the refund is the price less the kit cost shown on the test’s page. Once the laboratory receives your sample there is no refund, except where it cannot produce a result, in which case you may choose a replacement kit at no charge or a full refund of the test.
4.Supplements
An unopened supplement can be returned within 30 days of delivery for a refund of its price; you pay return shipping unless the product arrived damaged or was not what you ordered, in which case tell us within 7 days with a photo and we cover everything. An opened supplement cannot be returned, because it cannot be resold.
5.Medications
Treatment consultations and prescriptions are not currently offered through Filia. When they are, this section will say, before the service opens, what is refundable. The principles it will follow are these: a request can be cancelled at no charge until a clinician begins reviewing it; a review that results in no prescription is not a failure of the service and is not refunded on that ground alone; and a medication that has been dispensed, and any compounded medication, which is made for you, cannot be returned or refunded under pharmacy law.
6.Account credit, referral credit and promotions
- Other account credit issued under this policy (excluding Gift credit, which follows Gifts) is spendable on anything at Filia and does not expire. It has no cash value and cannot be transferred or withdrawn.
- Referral credit is governed by the Referral Program Terms. If an order that earned or used referral credit is refunded, the credit is reversed.
- A discount or promotional code is applied to the order it was used on; a refund returns what you actually paid, not the undiscounted price.
7.How and when a refund is paid
A refund goes to the payment method you used and is issued within 3 business days of the cancellation; your bank or card issuer usually shows it within 5 to 10 business days after that. Account credit appears in your account immediately. If a refund has not appeared after 15 business days, write to info@myfilia.com with the order number and we will trace it.
If you believe a charge is wrong, write to us before disputing it with your card issuer. A dispute we could have resolved in a day can freeze your account for weeks while the card networks process it.
8.Your rights under the law
Nothing in this policy limits a refund the law of your state gives you. Where the law and this policy differ, you get whichever is better for you.