Return policy

Please notify us of your desire to cancel an order by sending an e-mail to [email protected]whatever the reason may be. We inform you that you must keep the invoice of the order to manage any return or modification of the order.

Kit return policy

Conditions for exchanges and refunds

The maximum period for requesting refunds will be 14 days from the date of receipt of the order. After this period, ADNTRO will not accept refund requests.

For hygiene and health reasons, ADNTRO will not accept the return of products that have been used, opened or unsealed.

In addition, products that have been damaged, do not have their original packaging or are missing elements or accessories will not be accepted.

To process a return, the kit must be returned to our address at:

Avenida Suecia 4, Puerta 6
46010 Valencia (Spain)

Shipping costs shall be borne by the customer.

Once we receive and verify the kit, a full refund of the purchase will be made.

In case of not returning the kit to our facilities, but requesting a refund anyway, a penalty of 50€ will be applied.

Steps to follow for returns

If you wish to return a product, please follow these instructions:

Contact our customer service department by e-mail: [email protected]

Pack the product(s) the same way you received them and include a copy of the invoice in the shipment.

Once we receive the products, our ADNTRO staff will check them and, if everything is in order, we will proceed to reimburse the amount.

All returns will be refunded to the original means of payment with which the purchase was made within a reasonable time of verification.

No refunds will be granted for DNA test kits that are in the process of analysis at our laboratory or have already been processed. Once the DNA sample has been submitted and registered with our laboratory, no refunds will be issued for any portion of the total cost of the test kit.

It is important to note that scientific procedures may experience delays at times due to various reasons. The time required for testing may vary depending on the workload of the laboratory and the quality of the biological sample. Therefore, the estimated date for delivery of results is merely an estimate and does not guarantee compliance. Delays will not be reimbursed.

RAW Return Policy

At ADNTRO, we give you the option to upload your Raw Data files from other companies such as 23andMe, Ancestry or MyHeritage to access the information we provide on our platform.

Once you have processed the RAW files and the results have been provided to you, no refunds will be accepted.

It is important to note that, in some situations, we may not be able to provide you with all the information in our report using files from other companies. For example, in the case of ancestry, the haplogroup report may not always be available. This is because sometimes the SNP markers used by other companies are not sufficient to calculate these results. In this case, if the file is compatible with the other results, reimbursement will not be made.

Subscription Refund Policy

At ADNTRO we give you the option to receive updates and customized content for your DNA by paying a subscription fee.

No refunds on automatic subscriptions.

Once an automatic subscription payment is processed, we cannot offer a refund. By subscribing to our services, you acknowledge and agree to this policy.
Please be sure to cancel your subscription before the renewal date if you do not wish to continue with our services. 

Subscription is voluntary and can be cancelled at any time.

Start a unique journey inside your DNA

Kind regards from ADNTRO team

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