Refund policy
This Refund policy forms part of our Terms of Service. Capitalised terms have the meaning given to them there.
Refunds and cancellation
We offer refunds and replacements in accordance with applicable law and the terms below.
- Change of mind. If you receive the products or services you purchased as described but simply change your mind, we may, at our discretion, offer a partial refund or exchange, provided that you notify us within 7 days of the purchase date and, in the case of services, the services have not already been performed. Any approved refund may be subject to an administration fee to cover processing and operational costs.
- Products damaged during delivery. If a product is damaged during delivery, please contact us within 3 days of receipt, and we will arrange to replace or refund it.
- Sample not returned. If you do not return your sample within six months of payment, the fees are forfeited and no refund is available.
- Exceptions. We may refuse a replacement or refund if you misused the product, you were aware of the problem before purchase, or you requested the service or product in a manner or with alterations against our advice.
We aim to process refund and return requests within 5 business days of receipt.
Returning your sample
You acknowledge that you must return your test sample within six months of your payment of the applicable fees.
If, after receiving your testing kit or discussing the process with a genetic counsellor, you choose not to proceed with testing, you must notify us, and you may be entitled to a refund as set out in this policy.
Cancelling a subscription
You may cancel at any time, and without charge for future billing periods, by emailing hello@eugenelabs.com; cancellation takes effect at the end of the current billing period, and you retain access until then. Refunds, if any, are governed by this policy.
Contact
To request a refund or ask about this policy, email hello@eugenelabs.com.