Refund and Replacement Policy
Genetic Direction is an online service. You need a computer with Internet access to use our service and to view your recommendations based upon your genetics. Throughout our website, we provide detailed information regarding the genotyping process and what you can expect or may experience from our service. Please review this information prior to purchasing. Your placement of an order from Genetic Direction constitutes your acceptance of our Terms of Service and your agreement that the policies below apply to your order, so be certain you understand them before placing your order.
Canceling an Order
If you change your mind about purchasing our service and cancel before we initiate fulfillment of your order, the charge will be voided. This cancellation option is available for 24 hours after you place your order from the order confirmation page or you can contact us at [email protected]
- If the saliva swab kit has already been shipped to you (typically within 24 hours of placing your order) and you return the saliva swab kit to Genetic Direction unopened, we will provide a full refund less shipping costs.
- If you have opened the saliva swab kit but have not yet registered the kit online and no longer wish to purchase our service, we will refund the balance of the total purchase price less shipping costs and a $20 swab kit charge.
- If you have registered the saliva swab kit and sent it to our lab to be processed and no longer wish to purchase our service, we will refund the balance of the total purchase price less shipping costs and a $100 processing fee; which includes our lab and swab kit costs. In addition, your portal id will be canceled and you will no longer have online access to your health report and wellness resources.
Once you have received your personal wellness report based upon your DNA results there will be no refunds.
Any refunds provided under this policy will be issued to the same credit card(s) used for the purchase and will be processed within 14 business days of confirmation by our Customer Care team.
If you placed a multiple kit order and are interested in refunding only part of it, contact Customer Care at [email protected]
Replacing a Kit
If your sample collection kit is lost or damaged, we will ship you a replacement kit free of charge. You can request a replacement kit by contacting Customer Care at [email protected]