Refund policy
Returns & Refunds
Last updated: October 12, 2026
Our 30-Day Money-Back Guarantee
The Acne Root Cause Test Kit is covered by a 30-day money-back guarantee. If every biomarker in your panel comes back within the normal reference range, and your results show that your acne is unlikely to be driven by the internal factors the test measures, you are eligible for a full refund of the test kit price.
To request a refund, contact us within 30 days of receiving your results. The guarantee applies to the test kit, once per customer, and requires a sample returned to the lab. Approved refunds are issued to your original payment method; please allow 5 to 10 business days for your bank or card provider to process the credit.
If the Lab Can't Process Your Sample
If your sample can't be processed because of an error by us, our lab or the carrier (for example, a lab processing error, or a sample damaged or lost in transit), we'll send you a free replacement kit.
Your sample must be collected and returned as described in our collection guide and the instructions in your kit. If the lab can't process your sample because of how it was collected or returned, a free replacement or refund is not available. This includes a tube that isn't filled to the top line, a sample that wasn't mailed the same day it was collected, a sample collected or mailed Friday through Sunday, or a sample that otherwise doesn't follow the instructions. In that case, you can order a replacement kit for a one-time price of $99. If your replacement sample also can't be processed, you can order one more kit for $79.
Kits From Our Previous Collection Method
Finger-prick kits from our previous collection method can no longer be processed by our lab. If you have one, you can upgrade to our current kit, which includes an expanded panel, our new collection device and a free 1-on-1 call, for a one-time price of $99.
Before Shipment
If your order has not yet shipped, you may cancel it for a full refund. Emailย info@breakoutlab.coย or call/text +1 (205) 291-1433 and our team will assist you right away. Once your kit has shipped, the order can no longer be cancelled.
Damaged, Lost, or Incorrect Items
If your kit arrives damaged, missing components, or incorrect, contact us within 7 days of delivery and we'll reship your kit at no cost. Please include your order number and any relevant photos.
Returns of Test Kits
Because test kits are single-use and contain collection materials for biological samples, we can't accept returns of opened or used kits. Unopened kits returned without prior authorization will not be processed. Refunds for test kits are handled under the money-back guarantee and cancellation terms above.
Membership
Your membership turns a one-time test into ongoing care. Members get AI skin guidance trained on their results, live calls with our skin specialists, and a free retest every 90 days. Current membership pricing and billing frequency are shown on the product page and at checkout before you purchase, and you'll receive an email reminder before your first membership charge.
Cancelling or pausing:ย You can pause or cancel your membership at any time from the subscription page in your account, with no phone call required. Cancellation takes effect for future charges; your current period continues through its end date. If you cancel, you keep access to your results.
Membership chargesย are for access to ongoing services and are not refundable once billed. To avoid a future charge, cancel before your next billing date. Test kits shipped as part of a membership follow the returns terms above.
Supplements & Other Products
Sealed, unopened supplements may be returned within 30 days of delivery for a refund of the product price. Opened supplements cannot be returned for safety reasons. Contactย info@breakoutlab.coย to start a return.
Contact
Breakoutlabs Inc., 650 NE 2nd Ave, Miami, FL 33132
Email:ย info@breakoutlab.coย ยท Call or text: +1 (205) 291-1433 ยท Monday to Friday, 9am to 5pm EST