Cancellation and refund policy
1. Cancellations and refunds
If you decide to cancel the DNA test kit order before our laboratory receives the DNA sample, you are entitled to a refund. To cancel and request your refund, you will need to contact us through the contact details listed in the "Contact Us" section below. The refund will include the cost of the DNA test kit, but not shipping costs., nor customs fees or import taxes. All returns will be refunded to the original credit card with which the purchase was made and at the exchange rate on the day of the return if not bought in Euros. Please allow us a reasonable amount of time to refund your account.
We will not issue refunds for DNA test kits that are already being processed in our lab or those that have already been processed. Once the DNA sample has been sent to our laboratory and registered, no part of the total cost of the DNA test kit will be reimbursed.
Be aware that scientific procedures can sometimes be delayed for a variety of reasons. The time of the tests can vary depending on the volume of work of the laboratory and the quality of the biological sample. Therefore, the expected date of the results is a mere forecast, and not a guarantee of delivery.
2. New DNA test after a processing failure in the laboratory
The laboratory may not be able to process the sample, and the laboratory process may lead to errors. If the analysis of your DNA sample fails, we will send you a new DNA test kit at no additional cost so that you can provide us with a new DNA sample. The DNA test kit will be sent to the address you provided at the time of purchase. Even in the case of processes that meet our high standards, a small, unknown fraction of the data generated during the laboratory process ("Laboratory Errors") may be uninterpretable or incorrect. Since this possibility is known in advance, users are not entitled to refunds if these laboratory errors occur.
RAW file upload- Raw data uploads are processed using the same algorithms as for our Illumina GSA matrix based kits. If you upload a file from another company, you accept the risk of our interpretation. NO REFUNDS will be possible for basic charges. If you decide to pay for the full package and are not satisfied with the results, you can request a refund for the difference between the full and the basic option, and your account will be deleted.