Return Policy

Effective date: July 1, 2026

This Return Policy explains when an order from Cat DNA Test Canada may qualify for cancellation, replacement, return, or refund.

Testing kits and laboratory services are different from ordinary retail products. Collection materials may be registered, hygiene-sensitive, tamper-sensitive, or intended for one-time use. Laboratory and administrative costs may also be incurred before a report is issued.

Please review this policy before placing an order through catdnatest.ca.

1. Cancellation requests

Contact Cat DNA Test Canada as soon as possible if you need to cancel an order.

A cancellation may be considered when:

• The order has not been prepared
• The kit has not been shipped
• The order has not been transferred for fulfilment
• No customized work has started
• Laboratory preparation has not begun

Cancellation cannot be guaranteed after fulfilment starts.

Where permitted, an approved refund may be reduced by costs already incurred, including payment-processing, shipping, handling, administrative, or fulfilment expenses.

2. Orders that have already shipped

A kit that has already been shipped may not qualify for a full refund.

Shipping costs are generally non-refundable once the carrier has accepted the parcel, unless the shipment resulted from an error by Cat DNA Test Canada.

Contact us before attempting to return a shipped kit. Packages returned without authorization may not be accepted or refunded.

3. Unopened testing kits

An unopened kit may be considered for return when:

• Return authorization is obtained in advance
• The kit remains unused
• The packaging has not been opened or damaged
• No sample has been collected
• The kit has not expired
• All original components are included
• The kit can be safely accepted under the applicable product requirements

The customer may be responsible for return postage and any original shipping costs.

Approval depends on the type of product and the condition of the returned kit.

4. Opened or used kits

Opened kits are generally not eligible for return because collection materials may be hygiene-sensitive, tamper-sensitive, registered, or unsuitable for resale.

A refund is normally unavailable after:

• Collection materials have been opened
• A sample has been collected
• A kit has been used
• A sample has been mailed
• A sample has arrived at the laboratory
• Laboratory preparation has started
• Testing has begun
• A report has been completed or released

Laboratory work, consumable materials, staff time, and third-party costs cannot normally be recovered after processing begins.

5. Damaged, incomplete, or incorrect kits

Inspect the kit soon after delivery.

Contact us promptly if:

• The package arrived damaged
• A required component is missing
• The wrong kit was delivered
• Collection materials appear defective
• The package appears to have been opened
• The kit cannot be used as supplied

Please provide:

• Your name
• Order number
• A description of the problem
• Photographs, when available
• Details from the package label

Do not use damaged, contaminated, or incorrect materials unless our support team confirms that they are suitable.

Depending on the circumstances, we may replace the affected item, send another kit, or provide another appropriate remedy.

6. Failure to follow kit instructions

Clients must follow the collection, storage, packaging, and return instructions included with their kit.

A refund or free replacement may not be available when a problem results from:

• Incorrect collection
• Use of an unsuitable sample
• Contamination
• Improper storage
• Missing labels
• Incomplete forms
• Incorrect packaging
• Use of an unauthorized return method
• Failure to return the sample within the stated period
• Use of instructions from a different product

Customers should contact support before proceeding when any instruction is unclear.

7. Consent forms

Some tests require completed consent forms or additional documentation.

The customer is responsible for:

• Completing all required fields
• Providing accurate information
• Signing forms where required
• Obtaining necessary authorization
• Matching the form to the correct sample
• Including the form using the stated submission method

A sample may be delayed, placed on hold, or rejected when required consent or documentation is missing.

Delays caused by incomplete or incorrect forms do not normally create an automatic right to a refund.

8. Failed, insufficient, or unsuitable samples

Biological samples do not always produce usable results.

A sample may fail because of:

• Insufficient material
• Contamination
• Improper collection
• Damage during shipping
• Leakage
• Incorrect packaging
• Delayed return
• Failure to meet laboratory quality standards
• Other technical or biological limitations

A failed, inconclusive, or insufficient sample does not automatically qualify for a refund.

Depending on the test and laboratory requirements, the available resolution may include:

• A request for another sample
• Replacement collection materials
• A replacement kit
• Re-testing
• A review by the laboratory
• An additional fee for recollection, shipping, or processing

Each case will be assessed based on the test ordered, the stage of processing, the cause of the failure, and costs already incurred.

9. Replacement samples and re-testing

When another sample is permitted, the customer must follow the new collection and return instructions carefully.

A replacement or re-test may involve additional:

• Kit charges
• Shipping costs
• Collection expenses
• Laboratory fees
• Administrative costs

Providing another sample will extend the original completion estimate.

A replacement kit does not guarantee that the next sample will produce a usable result.

10. Laboratory turnaround time

Laboratory turnaround time begins after the sample arrives at the laboratory and is accepted for processing.

The turnaround estimate does not include:

• Initial kit delivery
• Time taken to collect a sample
• Return shipping
• Carrier delays
• Laboratory intake and matching
• Missing consent forms
• Customer-response time
• Replacement-sample collection
• Re-testing
• Quality-control reviews resulting from sample issues

Turnaround periods are estimates unless a guaranteed timeframe is expressly provided in writing.

Shipping delays are outside laboratory turnaround time and do not normally provide grounds for a refund when the kit or sample remains in transit.

11. Results provided through the reseller process

Test results are sent through the reseller process.

Depending on the service, customers may receive results through:

• Email notification
• Secure online access
• Direct communication from Cat DNA Test Canada
• Another delivery method described with the product

Customers should ensure that their email address and telephone number are accurate.

Cat DNA Test Canada is not responsible for delays caused by incorrect contact information or messages being filtered into junk or promotional folders.

12. Dissatisfaction with results

A refund is not normally available because:

• The result differs from what the customer expected
• The customer disagrees with the findings
• A report does not confirm an assumed breed, trait, relationship, condition, or outcome
• The customer expected information outside the test’s stated scope
• A professional recommends additional testing
• The result has personal, emotional, breeding, veterinary, or financial consequences
• The report does not provide a diagnosis or guarantee

Customers should review the product description, stated limitations, sample requirements, and intended purpose before purchasing.

Testing services may provide information but cannot guarantee a particular result.

13. Prenatal and specialized testing kits

Prenatal samples may require strict collection, handling, packaging, timing, and return procedures.

When a prenatal testing service is offered or purchased, the customer must use the return instructions included inside the prenatal kit.

Do not use:

• General website return directions
• Instructions from a standard testing kit
• Packaging supplied with another product
• An unapproved shipping method

Failure to follow the prenatal-kit instructions may result in delay, rejection, sample failure, additional charges, or the inability to complete testing.

Specialized products may also contain instructions that take priority over this general policy.

14. Shipping delays and carrier issues

Cat DNA Test Canada does not control postal, courier, weather, customs, or transportation networks.

Shipping delays caused by a carrier or another event outside our reasonable control do not automatically qualify an order for cancellation or refund.

When a parcel appears lost or significantly delayed, contact us so that the available tracking information can be reviewed.

A carrier investigation may be required before a replacement or refund decision is made.

15. Return authorization

Do not mail a kit or product back without contacting Cat DNA Test Canada first.

A return request should include:

• Customer name
• Order number
• Product name
• Reason for the request
• Condition of the kit
• Whether the package has been opened
• Whether a sample has been collected
• Supporting photographs, where applicable

When a return is approved, instructions will be provided for packaging and delivery.

Failure to use the authorized return method may affect refund eligibility.

16. Approved refunds

Approved refunds are normally issued to the original payment method.

The time required for a refund to appear depends on the payment provider, bank, or card issuer.

We cannot guarantee the posting time used by a financial institution.

Where permitted, an approved refund may exclude:

• Original shipping
• Return shipping
• Payment-processing costs
• Administrative expenses
• Laboratory preparation
• Used materials
• Replacement costs
• Fees already paid to third-party providers

17. Order changes

Requests to change a product, address, recipient, or testing service should be made before fulfilment begins.

Changes may not be possible after:

• The kit has been prepared
• A shipping label has been created
• The parcel has been transferred to the carrier
• A sample has been registered
• Laboratory processing has begun

Additional fees may apply when a change requires replacement materials, new shipping, or administrative work.

18. Contact us

To request a cancellation, return authorization, replacement, re-testing review, or refund assessment, contact:

Cat DNA Test Canada
Email: [email protected]
Phone: +1 (844) 822-2211

Please include your name, order number, reason for the request, and any supporting information.

You may also review our Shipping Policy and Privacy Policy.