Effective September 1, 2026.
This policy applies to all purchases made through Health In A Box® and forms part of your purchase agreement.
Health In A Box® is operated by Health In A Box Inc. (“we”, “us”). Your purchase agreement is with Health In A Box Inc., and all references to Health In A Box in this policy mean Health In A Box Inc.
Health In A Box® does not sell subscriptions and does not automatically renew or re-bill any purchase.
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Supplements and Physical Products
Supplements and other physical products are final sale. We do not accept returns or issue refunds once an item has been delivered, provided the item you received was the item you ordered and arrived in good condition.
If your order arrives incorrect, damaged, or incomplete, contact us within seven (7) days of delivery with your order number and photographs of the item and packaging. We will replace the item or issue a refund at our option. Claims made after seven days cannot be processed, as we are unable to verify the condition of the product after that point.
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Testing Kits and Laboratory Testing
A testing kit is considered delivered when it is dispatched to the address you provide. Laboratory testing is considered delivered when a laboratory requisition is printed in your name, whether or not you attend for collection, return your kit, or receive your results.
Testing kits and laboratory testing are non-refundable once either of these events has occurred. The cost of the panel is committed to our laboratory partners at that point and cannot be recovered.
Kits lost in transit or arriving damaged will be replaced at no charge where you notify us within seven (7) days of expected delivery. A replacement kit is issued in place of a refund.
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Programs and Digital Content
Program fees are refundable within seven (7) days of the date of purchase, and only where all of the following are true:
- your account has not been activated;
- no program materials, results, reports, or digital content have been accessed or downloaded; and
- no testing kit has been dispatched and no laboratory requisition has been printed in your name.
Once any one of these has occurred, the program is considered delivered and is non-refundable, including where it occurs within the seven day period. Account activation and content access are determined by our system records.
We do not issue partial or pro-rated refunds for the unused portion of a program, for services you choose not to use, or for a program you do not complete.
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Appointments and Clinical Services
Appointments may be cancelled or rescheduled at no charge up to 48 hours before the scheduled start time.
Where an appointment is cancelled, rescheduled, or missed within 48 hours of the scheduled start time, a late cancellation fee applies. The fee varies by appointment type and is disclosed at the time of booking. The appointment may then be rescheduled subject to availability.
Appointments included in a program package are not refundable in cash, and a late cancellation or missed appointment does not extend your program term.
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Bundles, Packages, and Promotional Pricing
Where products or services are purchased as a bundle or at a promotional price, the bundle is treated as a single purchase and is refundable only as a whole, under Section 3.
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Corporate, Employer, and Partner Purchases
Programs purchased by an employer, insurer, clinic, pharmacy, or other organization on behalf of participants are governed by the commercial agreement between Health In A Box® and that organization. Individual participants in those programs are not entitled to a refund from Health In A Box® directly.
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How to Request a Refund
All refund requests must be made in writing, by replying to your purchase confirmation email, and must include your full name, the email address associated with your account, your order number, and the date of purchase.
A request is effective on the date we receive it, not the date you decided to discontinue. We do not accept refund requests by telephone, by direct message, or through a clinician. We will respond within five (5) business days.
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How Refunds Are Issued
Approved refunds are issued to the original method of payment. We do not issue refunds in cash, to a different payment method, or to a third party. Refunds are typically processed within ten (10) business days of approval, though the time for funds to appear depends on your financial institution.
Payments are currently processed through an account held by Innovation Health Group Inc. on behalf of Health In A Box Inc. Your charge may appear on your statement under either name. Refunds are returned to the original method of payment regardless of which name appears.
Shipping, handling, and collection or phlebotomy fees already incurred are not refundable.
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Exceptions
We may, at our sole discretion, make an exception to this policy in individual circumstances, including documented medical circumstances that prevent participation. Any exception is made on a case by case basis, may take the form of a credit toward future services rather than a cash refund, and does not create a precedent or alter this policy for any other purchase, including future purchases by the same person.
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Chargebacks
If you initiate a chargeback or payment dispute for a purchase that is non-refundable under this policy, we may suspend your account and any active program pending resolution, and we may decline future purchases. We will provide your purchase record, this policy, and our delivery records to the card issuer.
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Changes to This Policy
We may update this policy from time to time. The version in effect on the date of your purchase governs that purchase. Prior versions are available on request.
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Statutory Rights
Nothing in this policy limits any right you have under applicable consumer protection legislation that cannot be waived or restricted by agreement.
