Refund and Cancellation Policy

This Refund and Cancellation Policy applies to all orders for kits and memberships from DNA Complete (“DNA Complete”).

REFUNDS

Unless otherwise expressly stated below, all sales are final and amounts paid to DNA Complete are non-refundable to the fullest extent permitted under applicable law.

  • DNA Complete does not accept returns of non-defective kits, and DNA Complete will not issue a refund if you return a non-defective kit.
  • DNA Complete will replace a kit that DNA Complete determines was defective in its reasonable discretion within six months of purchase at no additional charge. To obtain a replacement kit, contact DNA Complete at support@DNAComplete.com along with a description of the defect.
  • DNA Complete does not guarantee shipping or delivery times, and DNA Complete does not issue refunds due to delayed shipments of kits or deliveries of kits, data, or reports.
  • If a purchased kit is not successfully delivered to a valid address in the continental United States, DNA Complete will ship a new kit to that address and not issue a refund.
  • If a kit is determined by DNA Complete to be undeliverable or is returned by the shipping company for an address outside of the continental United States, DNA Complete will not ship a new kit and will instead issue a refund for the cost of the purchased kit and services (not including shipping charges).
  • You must submit your sample using the DNA Complete provided kit within 6 months of purchase date. DNA Complete will not perform the sequencing services on samples received after 6 months of kit purchase. DNA Complete will not issue a refund or a replacement kit due to your failure to submit your sample within 6 months of purchase.
  • In the event DNA Complete issues a refund, DNA Complete will process the refund back to the form of payment used for the purchase. DNA Complete will begin the refund process promptly after confirming that a refund is due.
  • UK and European Union customers have additional rights to a refund as described farther below.

MEMBERSHIP CANCELLATION

  • You may cancel an ongoing membership at any time.
  • To cancel an ongoing membership, access your DNA Complete user account and cancel your membership under the Edit Profile section.
  • Cancellation of an ongoing membership takes effect immediately, but you will continue to have access to your membership until the end of the time period for which you previously paid.
  • DNA Complete does not issue refunds for partial term cancellations of memberships.
  • DNA Complete may offer free and discounted trials, and the terms of the free or discounted trial offer will govern your right to cancel and the results from cancellation.
  • You must cancel a membership at least 24 hours before your membership renews to avoid being billed for the next renewal period. If you fail to cancel your membership within that time period, DNA Complete is entitled to renew your membership for the renewal time period and you are responsible for paying the charges applicable to that renewal time period.
  • DNA COMPLETE IS NOT RESPONSIBLE OR LIABLE FOR YOUR FAILURE TO TIMELY CANCEL YOUR MEMBERSHIP, NOR FOR ANY CREDIT CARD CHARGES AND FEES YOU INCUR AS A RESULT OF YOUR FAILURE TO TIMELY CANCEL A MEMBERSHIP RENEWAL.
  • When you cancel your membership, DNA Complete may at the end of your paid membership time period immediately and permanently delete and destroy the information (including, without limitation, reports and sequencing information) that DNA Complete stored and maintained as part of your membership. DNA COMPLETE IS NOT RESPONSIBLE OR LIABLE FOR THE DELETION AND DESTRUCTION OF INFORMATION IT STORED OR MAINTAINED AS PART OF YOUR MEMBERSHIP FOLLOWING THE END OF YOUR PAID MEMBERSHIP TIME PERIOD.
  • After your membership ends, you may not restart your membership. However, you may start a new membership.
  • DNA Complete may terminate your membership in accordance with the terms of the agreement between you and DNA Complete.

UK AND EUROPEAN UNION CUSTOMERS ONLY

RIGHT TO CHANGE YOUR MIND

Change your mind prior to dispatch

As a customer located in the UK or EU, if you change your mind about your purchase and decide to cancel the contract prior to the purchase being dispatched or shipped, notify DNA Complete immediately to reject your order.

Change your mind after dispatch

As a customer located in the UK or EU, if you decide that you do not wish to keep a product that you ordered and received and only the delivery packaging of the product has been opened, you are entitled to change your mind without giving any reason within fourteen (14) days from which you acquired, or a third party other than the carrier and indicated by you acquired, physical possession of the Products.

Unopened products must have their tamper seals intact to qualify for this right. If a product is opened or the tamper seal is not intact, you lose your right to change your mind.

If you change your mind in the above circumstances and wish to receive a refund, you must send the product back to DNA Complete at your own cost within fourteen (14) days of notifying DNA Complete that you have changed your mind. DNA Complete will refund you all payments received from you for the product once DNA Complete receives the product and confirms that the product is unopened and the tamper seals are intact. DNA Complete will also refund the cost of standard delivery of the product to you (if any), but DNA Complete will not refund or be responsible for any delivery costs above the standard delivery cost. If you change your mind about a product in accordance with the above requirements, DNA Complete will refund any membership fees you have already paid, or, if you have not yet paid for a membership, DNA Complete will not process any payments from you for such ordered membership.