Serenity Return Policy

Refunds and Returns Policy

Last Updated: September 13th, 2021


You can request a full refund any time before your initial consultation with a medical expert.

If you have already met with a medical expert, you can request a partial refund excluding a restocking fee of $500 up to 30 days after purchase, provided you meet the eligibility criteria outlined below:

  1. You have not used, broken, damaged, or otherwise altered any of the items in the Serenity Test kit
  2. You have not broken the seal on any of the sample packages
  3. You have not booked, or have successfully canceled your appointment with a phlebotomist/nurse for your blood draw.
  4. Only the purchaser (usually the credit card holder) may request the refund
  5. If you are emailing us from a different email address than that of the purchaser, you will need to attach a copy of the invoice to the email request.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Return shipping charges are not refundable and will be deducted from your refund.

Returns and refunds outside of these stipulations can be processed at the discretion of our customer success manager. If you have any questions or concerns, please email us at

Refund due to non-consent

If after your consultation with the medical experts from Pioneer Preventative Care Group you choose not to consent based on the information you gained from the Informed Consent process, you are eligible for a refund, given the above stipulations are met. Refunds after 30 days may be issued for this reason.


Once your return is received and inspected by our customer success team, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 5 to 10 business days.

Submitting a refund request

If you are the purchaser, you may email us at to request a refund. Be sure to attach the payment receipt that we automatically emailed to you when requesting a refund. Once we receive the Serenity test kit back and have concluded our inspections, our customer success team will inform you of the outcome by email. Provided the above stipulations are met, we will issue a refund.

Late or missing refunds

If you have not received a refund after 7 business days, please email us:


If your kit is damaged or defective, or you require new sample collection tubes, please email us at


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Gift Cards

Gift cards can not be exchanged or refunded for any reason after 30 days of purchase, and can only be refunded to the original purchaser.


To return your product, you should mail your product to: 2940 Nebraska Avenue, Santa Monica, CA, 90404, United States.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

The time it takes for an exchanged product to reach you may vary depending on where you live.

Our Concierge is Ready To Answer Your Questions