Refund policy

This Return and Refund Policy applies to purchases of dnaPower products and testing services. It should be read together with dnaPower's Terms and Conditions, Website Terms of Use, Privacy Policy, and any product-specific terms that apply to your purchase.

1.  Testing Kits and Testing Services

Except where required by applicable law, purchases are final and non-refundable once a testing kit has been sent, used, activated, registered, or returned to the laboratory.

Because dnaPower testing services involve individualized kits, biological samples, laboratory processing, and personalized reports, a refund is not available after any of these stages has begun.

2.  Cancellation Requests Before a Kit Is Sent

If you need to request a cancellation before your testing kit has been sent, please contact dnaPower Customer Care as soon as possible. Cancellation or refund requests are not guaranteed and may be approved or declined at dnaPower's discretion, except where applicable law provides otherwise.

3.  Used, Activated, or Registered Kits

Testing kits that have been used, activated, or registered are not eligible for return or refund, except where required by applicable law.

4.  Samples Returned to the Laboratory

Once a biological sample has been returned to the laboratory, the purchase is final and non-refundable, except where required by applicable law.

Customers are responsible for following the sample-collection instructions provided with the kit. A sample may be unsuitable for testing because of insufficient quantity, contamination, damage, collection error, or another laboratory-quality issue. In such cases, dnaPower may require a replacement sample or may be unable to complete testing. An unsuitable sample does not automatically create a right to a refund.

5.  Shipping and Delivery Issues

Customers are responsible for providing a complete and accurate shipping address at checkout. dnaPower is not responsible for delays, losses, returned shipments, rejected deliveries, or additional costs caused by an incorrect, incomplete, or undeliverable address provided by the customer.

If an order must be reshipped because of a customer-provided address error, additional shipping fees may apply.

For Canadian customers returning a cheek-swab sample, paid return postage is included. International customers are responsible for following the return-shipping instructions provided by dnaPower and may be responsible for return postage or other shipping costs.

6.  Consignment / Partner Kits

Where dnaPower specifically sells a consignment or partner kit with a refundable deposit, the deposit is credited when the kit is sold or when an unused kit is returned, in accordance with the terms stated for that product.

7.  Exceptions and Rights Under Applicable Law

Nothing in this policy limits any cancellation, return, refund, warranty, or other consumer rights that cannot legally be excluded. dnaPower may also make exceptions to this policy at its discretion.