Summary
- Letter — any time before the clinician issues a diagnosis: full refund.
- Letter — clinician determined you don't qualify: full automatic refund.
- Letter — already issued (you qualified): not refundable.
- Physical goods + registration kits — within 30 days of delivery: full refund of the product price. Customer pays return shipping. Product must arrive back to us in good, re-sellable condition.
- Physical goods + kits — after 30 days, or not in re-sellable condition: not refundable.
- Renewal — same rules as the original purchase.
Clinical letter purchases
Any time before your clinician issues a diagnosis: you can cancel and request a full refund — whether or not you've started or submitted the clinical questionnaire.
If your clinician determines you don't qualify: you receive a full automatic refund. You will see the refund on your card within 5–10 business days. You don't need to ask — the system processes it as soon as the clinician records the determination.
After your letter has been issued (you qualified): letters are not refundable. The clinician has rendered a professional judgment and issued a signed clinical document on your behalf — that work cannot be undone. The only exceptions are:
- Clinician error (factual mistakes on the letter that we cannot correct).
- Service failure on our end (technical issues that prevented delivery).
Registration kits + physical items
Within 30 days of delivery: full refund of the product price, provided you send it back to us and it arrives in good, re-sellable condition. Customer is responsible for return shipping.
“Re-sellable condition” means: in the original packaging where possible, undamaged, with any included tags or inserts intact, and clean. We can't resell a vest a dog has worn, an ID card that's been personalized, or a kit whose certificate has been filled out.
After 30 days, or if the product can't be re-sold: not refundable.
Damaged in transit: contact us within 7 days of delivery with photos, and we'll send a replacement at no charge. This is separate from a return — you don't need to ship the damaged item back.
Original shipping fees are not refunded for customer-elected returns.
Renewals
Renewal purchases follow the same rules as original purchases above. If you initiated a renewal but didn't complete the re-interview, contact us — we'll refund the renewal in full.
How to request a refund
For most situations, refunds are automatic — for example, when a clinician determines you don't qualify, the system processes the refund without you needing to ask.
For everything else:
- Email support@nsarco.com with your order number.
- Tell us briefly what happened and what outcome you're hoping for.
- We'll respond within 1 business day. Most refunds are processed the same day we agree to issue them.
Refund timeline
Once we process a refund through Stripe, it typically lands on your card in 5–10 business days, depending on your bank. International cards may take longer. The refund is credited to the same payment method you used at checkout — we can't issue refunds to a different card.
You'll receive an email confirmation when the refund is processed. If 10 business days pass without the refund landing, email support@nsarco.com — we'll trace the transaction with Stripe.
What's not refundable
The following are not refundable:
- Letters that have already been issued (where you qualified) — except in cases of clinician error or service failure on our end.
- Physical goods or kits returned after 30 days, or returned in a condition we cannot re-sell.
- Original shipping fees on customer-elected returns.
- Purchases made more than 90 days ago. After 90 days, our payment processor's chargeback window has closed and we cannot reverse the original transaction.
- Purchases where the customer engaged in fraud or violated our Terms of Service.
Even when something isn't strictly refundable, if you've had a bad experience, tell us. We'd rather make it right than win on a technicality.