This refund policy should be read in conjunction with our full Terms and Conditions.
You can also view our Privacy, Cookie and Refund policies here:
1. PAYMENT AND CANCELLATION
1.1 The Company will not accept an Order for Services from the Client until full payment has been received.
1.2 For credit card payments, the credit card charges are absorbed by the Company. For all other payment methods, the Client is responsible for any charges incurred in the payment transaction. All funds received by the Company must be the full price quoted in the Price List and net of any charges, before the Company will process the Service.
1.3 The Client has three months to send their samples back from the Order of Service (referred to as the Expiry Period). If the Client fails to send the samples within this timeframe, the account will be closed. The Company will charge a reactivation fee to re-open the account and process any samples sent after the Expiry Period (refer to Appendix 1 for charges). After a period of one year the account will be deleted and re-activation will not be possible.
1.4 To cancel a test purchase, please submit your request in writing via email, including the reason for cancellation. Cancellation requests made through Live Chat or by phone cannot be processed.
1.5 Refunds will only be issued to the original payment method used for the transaction.
1.6 Refunds will be issued for the following valid reasons: receipt of damaged or defective products, receipt of incorrect items, or cancellation of the purchased test due to extenuating circumstances (reviewed on a case-by-case basis).
2. REFUNDS POLICY
2.1 If the Service is cancelled before the Company issues the Client a Kit, then a full refund will be offered.
2.2 If the Service is cancelled after the Company issues the Client a Kit but before the Client sends back the samples, then a postage and administration fee will apply (Appendix 2). This is valid within the Expiry Period only.
2.3 If the Service is cancelled once samples are received at the Company then no refund will be due.
2.4 Due to the personalised nature of the Kit, which is customised for each Client, the Service falls outside the Distance Selling Regulations.
Appendix:
1. Reactivation Fee / Archived Cases
UK GBP£ 50.00
Europe EUR€ 60.00
USA USD$ 65.00
Canada CAD$ 70.00
South Africa ZAR 815.00
Other USD$ 65.00 (subject to location)
2. Cancelling Order Before Shipment of Samples
UK GBP£ 25.00
Europe EUR€ 35.00
USA USD$ 40.00
Canada CAD$ 50.00
South Africa ZAR 490.00
Other USD$ 50.00 (min fee, subject to location)
*Applicable within 3 month Expiry Period.
