Cancellations and Refunds
If you decide to cancel your 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 using the contact details listed in the “Contact Us” section. The refund will include the cost of the DNA test kit, but not shipping costs, 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 it was not purchased in Euros. Please allow a reasonable time for us 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. Please note that scientific procedures can sometimes be delayed for various reasons. The time of the tests may 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 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 give 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 indicated 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 data uploads: The Raw data uploads is processed using the same algorithms than for our home-kits based on the GSA array from Illumina. If you upload a file from another company, you accept the risk of our interpretation. NO REFUNDS will be possible for the basic uploads. If you decide to pay for the full package and you are not happy with the results, you can request a refund for difference between full and basic option, and your account will be deleted.