Return, Refund and Cancellation Policy

Last updated: June 30, 2026

Please read this Return, Refund and Cancellation Policy carefully before placing an order.

DNAOM supplies DNA testing kits and coordinates testing services through third-party laboratories and reseller processes. Because each order includes collection materials, administrative services and laboratory testing, return and refund eligibility depends on the status of the order, kit and submitted sample.

This policy should be read together with our Terms and Conditions and Privacy Policy.

1. Payment and order acceptance

DNAOM will not begin processing an order until full payment has been received.

Customers are responsible for providing accurate billing, shipping and contact information when placing an order. DNAOM is not responsible for delays or additional costs caused by incorrect or incomplete customer information.

An order confirmation does not guarantee that an order can be changed or cancelled after fulfilment has started.

2. Order cancellations

You may request an order cancellation before the order has been processed or shipped.

When a cancellation is approved before shipment, the eligible payment amount will be returned to the original payment method.

Once an order has been processed or shipped, it cannot normally be cancelled. An unopened kit may still qualify for return under the conditions described in this policy.

To request a cancellation, contact DNAOM as soon as possible and provide:

• Your full name
• Your order number
• The email address used for the order
• The name of the test purchased
• The reason for the cancellation request

Submitting a request does not guarantee that fulfilment can be stopped.

3. Return eligibility

A DNA testing kit may be eligible for return when all of the following conditions are met:

• The return request is made within 30 days of delivery.
• The kit is unopened, unused and undamaged.
• The kit has not been registered or activated.
• No sample has been collected.
• No sample or biological material has been placed inside the kit.
• The kit has not been sent to a laboratory.
• Laboratory processing has not started.
• All original materials and packaging are included.
• Valid proof of purchase from DNAOM is available.

All returns require authorization from DNAOM.

Do not send a kit, sample or biological material to DNAOM’s business address, a laboratory or another return address unless DNAOM has provided specific return instructions.

Unauthorized returns may be refused and may not qualify for a refund.

4. Non-returnable and non-refundable orders

For health, privacy and sample-integrity reasons, a kit cannot be returned once it has been:

• Opened or used
• Registered or activated
• Used to collect a human or animal sample
• Damaged after delivery
• Sent to a laboratory
• Received or processed by a laboratory
• Connected to a report that has been prepared or delivered

Laboratory fees, processing fees, completed services and digital reports are non-refundable after testing has started.

A refund will not normally be issued when:

• A customer changes their mind after opening or activating a kit.
• A customer is disappointed with the findings.
• A report does not contain the result the customer expected.
• The wrong test was ordered and the kit was opened before contacting DNAOM.
• Collection, labelling, storage or return instructions were not followed.
• Required consent forms were not completed correctly.
• A kit or sample was returned after an applicable expiry date.
• A submitted sample was unsuitable because the collection instructions were not followed.
• A test was delayed because the customer did not provide required information or documentation.

DNA testing cannot guarantee a particular finding or outcome. Results depend on the selected test, available genetic markers, submitted sample and laboratory analysis.

5. Consent forms and required documentation

Some tests require signed consent forms, identification documents or other supporting information.

Customers are responsible for reviewing, completing and returning all required forms according to the instructions supplied with the kit.

Testing may be delayed or placed on hold when:

• A required consent form is missing.
• A form is incomplete or signed incorrectly.
• Customer or participant information does not match.
• Required identification or supporting documentation has not been provided.
• The laboratory requires clarification before processing can continue.

Laboratory turnaround time does not begin until the laboratory has received an acceptable sample and all required forms and documentation.

Failure to provide required consent or documentation may prevent the test from being completed and does not automatically create a right to a refund.

6. Sample collection and return instructions

Customers must follow the collection, packaging, labelling, storage and return instructions supplied with their test kit.

These instructions may vary by product, laboratory, sample type and destination. Instructions provided with the specific kit take priority over general information found elsewhere on the DNAOM website.

Customers are responsible for:

• Collecting the correct sample type.
• Avoiding contamination during collection.
• Labelling the sample accurately.
• Completing all required forms.
• Using the supplied packaging.
• Returning the sample to the correct address.
• Following any temperature or timing requirements.
• Using a suitable tracked shipping service when recommended.

DNAOM is not responsible for sample problems, laboratory delays or additional charges caused by a customer’s failure to follow the supplied instructions.

7. Prenatal sample return requirements

Prenatal DNA tests have specific collection, packaging, documentation and shipping requirements.

All prenatal samples must be returned using the instructions contained inside the prenatal test kit.

Do not use return instructions from another DNAOM product, a previous order, a general website page or an unrelated laboratory.

Sending prenatal samples to the wrong location or using an unauthorized shipping method may cause delays, sample deterioration, rejection or additional collection requirements.

Customers should contact DNAOM before shipping if any prenatal return instruction is missing, unclear or damaged.

8. Insufficient, contaminated or unusable samples

Some samples may fail laboratory quality checks or require re-testing.

A laboratory may be unable to complete a test when:

• The sample contains insufficient DNA.
• The sample was contaminated.
• The sample was collected incorrectly.
• The sample container was damaged or leaked.
• The sample was not labelled correctly.
• The wrong sample type was submitted.
• Required forms or information were missing.
• Shipping or storage conditions affected the sample.
• The sample did not meet the laboratory’s acceptance requirements.

When a sample cannot be processed, DNAOM will review the laboratory notice and explain the available next step.

Depending on the test, laboratory findings and reason for the failure, the available resolution may include:

• A new collection kit
• Replacement collection materials
• Recollection of the sample
• Re-testing of an accepted sample
• Additional documentation
• Another reasonable remedy

A failed or unusable sample does not automatically qualify for a refund.

When the failure resulted from incorrect collection, packaging, labelling, storage or return by the customer, additional kit, laboratory or shipping charges may apply.

When DNAOM or the laboratory is responsible for a confirmed processing problem and recollection or re-testing cannot reasonably be completed, DNAOM will review the order for an appropriate remedy.

9. Laboratory turnaround time

Any turnaround time shown on a product page, order confirmation or customer communication is an estimate and is not a guaranteed completion date.

Laboratory turnaround time starts only after the sample has arrived at the laboratory and has been accepted for testing.

The following periods are not included in laboratory turnaround time:

• Order preparation
• Outbound kit delivery
• Time taken by the customer to collect the sample
• Return shipping to the laboratory
• Customs clearance
• Time required to complete missing forms
• Time required to correct customer information
• Sample-quality review
• Recollection or re-testing
• Delays caused by an unsuitable sample
• Delays outside the reasonable control of DNAOM or the laboratory

Some tests may require additional review, repeat analysis or confirmation before results can be released.

10. Shipping and courier delays

Shipping time is separate from laboratory turnaround time.

Shipping delays do not mean that laboratory processing has exceeded its estimated turnaround period when the sample has not yet arrived at the laboratory.

DNAOM is not responsible for delays caused by:

• Postal or courier disruptions
• Customs inspections or clearance
• Severe weather
• Public holidays
• Incorrect or incomplete addresses
• Failed delivery attempts
• Delayed sample collection
• Customers using the wrong return address
• Customers using an unauthorized shipping method
• Events outside the reasonable control of DNAOM, the laboratory or the shipping provider

Customers should retain tracking details when returning a sample.

DNAOM is not responsible for a return package that is lost, delayed or damaged before reaching the authorized destination, except where applicable law requires otherwise.

A package marked as delivered by the carrier does not automatically qualify for a refund. Customers should first check the delivery location, household members, reception area, building management and carrier tracking information.

11. Results and reseller delivery process

DNAOM operates through a reseller testing process.

Samples may be processed by an independent testing laboratory, but results are delivered through the applicable reseller process rather than being sent directly to the customer by the laboratory.

Depending on the product and reporting system, results may be:

• Received and released through DNAOM
• Delivered through a secure reseller portal
• Sent to the email address connected to the order
• Made available through another authorized reporting process

Customers must provide an accurate and accessible email address.

The laboratory may not provide reports, explanations, order updates or account support directly to DNAOM customers. Questions about an order or report should normally be directed to DNAOM.

Result-delivery timing may be affected by identity checks, documentation requirements, quality review or reseller processing after laboratory analysis has been completed.

12. Damaged, defective or incomplete kits

Please inspect your order shortly after delivery.

Contact DNAOM promptly if:

• The kit arrives damaged.
• Collection materials are defective.
• A required item is missing.
• The wrong product was delivered.
• The package appears to have been opened or compromised.

Provide your order number, a description of the problem and clear photographs when available.

Do not use or discard an affected kit until DNAOM has reviewed the request.

Depending on the circumstances, DNAOM may:

• Replace a damaged component
• Send replacement collection materials
• Replace an incorrect kit
• Provide another reasonable remedy
• Issue a partial or full refund when a replacement is not reasonably available

13. Return and replacement shipping costs

Customers are responsible for return shipping costs for authorized returns caused by a change of mind or an incorrect purchase.

Original shipping charges are generally non-refundable after an order has shipped.

DNAOM may cover reasonable replacement or return shipping costs when it confirms that:

• The wrong product was sent.
• The kit was damaged before delivery.
• A verified manufacturing defect affected the kit.
• The return was required because of an error made by DNAOM.

Use a tracked shipping method for authorized returns when instructed.

14. Refund processing

Authorized returns will be inspected after they are received.

When a refund is approved, it will be issued to the original payment method. Please allow up to 10 business days for DNAOM to process an approved refund after the inspection or final decision.

Banks, credit-card providers and payment processors may require additional time to display the refund.

The following costs may not be refundable unless the issue resulted from an error by DNAOM:

• Original shipping charges
• Return shipping costs
• Currency-conversion charges
• Bank fees
• Payment-processing fees
• Customs or import charges
• Third-party transaction fees

15. Promotional, discounted and bundled orders

Products purchased through a promotion, discount or bundle remain subject to this policy.

When part of a bundle is returned, the refund may be recalculated according to the regular price of the products retained by the customer.

Promotional savings, free items or bundle discounts may be deducted from the refund when applicable.

Any free promotional item may need to be returned with the qualifying purchase.

16. Chargebacks and payment disputes

Contact DNAOM before submitting a chargeback or payment dispute.

DNAOM will review the order details, payment records, delivery tracking, kit status, laboratory status and customer communications to try to resolve the issue.

Submitting a chargeback does not expand the return or refund rights described in this policy.

17. How to request support, a return or a refund

To request a cancellation, return authorization, replacement or refund, contact DNAOM through our Contact page.

Please provide:

• Your full name
• Your order number
• The email address used during checkout
• The name of the product purchased
• The date the kit was received
• A clear explanation of the request
• Photographs of damage or defects, when applicable
• Any relevant shipping or tracking information

DNAOM will review the request and provide the appropriate instructions.

Do not mail a test kit, collected sample or biological material to DNAOM’s general business address unless DNAOM has specifically authorized the shipment.

18. Privacy and biological samples

For privacy, safety and sample-integrity reasons, DNAOM does not accept physical returns containing collected human or animal samples unless specific written instructions have been provided.

Personal information, genetic information, submitted samples and test reports are handled according to the applicable testing process and DNAOM’s Privacy Policy.

19. Mandatory consumer rights

Nothing in this policy limits any mandatory consumer rights that cannot legally be excluded or restricted.

When applicable consumer law provides greater rights than this policy, the applicable legal requirements will take priority.

20. Policy updates

DNAOM may update this policy to reflect changes in products, laboratory procedures, fulfilment practices, reseller processes or legal requirements.

The policy published at the time of purchase will generally apply to the relevant order unless applicable law requires otherwise.