Returns and refunds
Refund questions are easier to resolve when the order stage is clear. This page explains how unopened kits, submitted samples, and support review are typically handled.
Return, cancellation, replacement, and refund requests are reviewed according to the status of the order and any services that have already been provided.
Please contact our support team before returning a kit, mailing a sample, or disposing of any testing materials. Returning an item without instructions may delay the review of your request.
Include your order or case number, the condition of the kit, whether a sample has been collected or mailed, and the reason for your request.
Contact us as soon as possible if you need to cancel or change an order.
We will review the order status and confirm whether the request can be completed. Cancellation or amendment options may be limited if order preparation, administration, shipping, or another part of the service has already started.
Submitting a cancellation request does not automatically cancel the order. The cancellation is confirmed only when you receive written confirmation from our support team.
A return or refund request may be reviewed when a kit remains unused and in its original condition.
Do not send the kit back until our support team has approved the return and provided the correct return instructions. The return address may depend on the test ordered.
Opening or using the kit, collecting a sample, damaging the materials, or returning the kit without authorization may affect the outcome of the request.
Delivery, courier, return-shipping, administration, and other costs already incurred may affect the amount available for refund. Any applicable deductions will be explained during the review.
Please contact us before mailing a collected sample if you believe there may be a problem with the order, the kit, the selected test, or the sample.
Once a sample has been submitted, received, allocated to a laboratory, or entered into processing, cancellation and refund options may be limited or unavailable.
Any refund review will take into account the stage of the case and the services already completed. Laboratory turnaround times begin when the required samples are received by the testing laboratory.
Contact us promptly if your kit arrives damaged, contains missing materials, appears to be the wrong kit, or has incorrect delivery information.
Please provide your order or case number, a description of the issue, and clear photographs where relevant.
Do not use a damaged or incorrect kit unless our support team confirms that it is suitable for use. Depending on the circumstances, we may provide instructions, arrange replacement materials, or offer another appropriate solution.
If testing cannot be completed because of a confirmed laboratory error or omission, the case may be retested without an additional laboratory testing charge.
Additional charges may apply when a replacement sample or repeat test is required because of an unsuitable sample, insufficient material, contamination, incorrect collection, failure to follow the supplied instructions, or another issue outside the laboratory's control.
Our support team will explain the available options before additional testing is arranged.
To help us review your request, please provide the following information:
Each request is reviewed individually. A return or refund is not approved until written confirmation has been provided by our support team.
When a refund is approved, our support team will confirm the approved amount, the refund method, and the expected processing timeframe.
The time required for refunded funds to appear may also depend on the bank, card issuer, or payment provider used for the original transaction.
Nothing on this page limits any rights or remedies available to you under applicable consumer protection law.
Send us your order or case number, the current status of the kit or sample, and a description of your request. Our support team will review the case and explain the next available step.
