Refund and Cancellation Policy

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

REFUNDS

• Except as expressly set forth in this Policy or required by applicable law, all sales are final and amounts paid to DNA Complete are non-refundable to the fullest extent permitted under applicable law. Orders may not be cancelled once placed, including prior to shipment or fulfillment, except where required by applicable law or expressly approved by DNA Complete in its sole discretion. 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.

• For clarity, unused kits are not eligible for return or refund based on the passage of time, changes in customer circumstances, or failure to use the kit, except as expressly required by applicable law.

• DNA Complete is under no obligation to accept the return of any kit after delivery, including kits returned outside of any applicable return window or after an extended period of time.

• Once a returned sample has entered laboratory processing, including DNA extraction, library preparation, sequencing, bioinformatics analysis, or related production workflows, the order is no longer eligible for refund except where required by applicable law or expressly approved by DNA Complete in its discretion.

• DNA Complete may provide one complimentary replacement kit within six (6) months of purchase where DNA Complete determines, in its reasonable discretion, that the original kit was defective, damaged in transit, missing components, lost prior to delivery, or otherwise unusable for reasons outside the customer’s control.

• Requests for additional replacement kits may be reviewed on a case-by-case basis and may result in an additional complimentary replacement, discounted replacement, replacement shipping fee, alternate collection method, refund review where applicable, or denial of further replacement requests.

DNA Complete reserves the right to require reasonable supporting information before issuing any replacement kit.

• DNA Complete does not guarantee estimated shipping, laboratory processing, data delivery, or report release timelines. Stated timelines are estimates only and may vary based on operational volume, laboratory quality control, supply chain factors, technology updates, third-party vendors, or other circumstances. Delays alone do not automatically entitle a customer to a refund except where required by applicable law.

• If a purchased kit is not successfully delivered to a valid address in the continental United States, provided that the customer has supplied an accurate and deliverable address, 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).

• If carrier tracking confirms delivery to the shipping address provided by the customer, any replacement request for a lost, discarded, misplaced, or stolen kit after delivery may be subject to a replacement fee, shipping fee, or denial at DNA Complete’s discretion.

• 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. Failure to submit your sample within six (6) months of the purchase date permanently voids eligibility for sequencing services, refunds, or replacement kits, to the fullest extent permitted by applicable law.

• Sample Quality and Failed Samples

o Successful testing depends on receipt of a usable biological sample. If a submitted sample does not meet DNA Complete quality control or laboratory processing standards, DNA Complete may, in its discretion, offer a recollection kit, replacement kit, alternate resolution, or other remedy deemed appropriate.

o DNA Complete does not guarantee that every submitted sample will yield sufficient DNA or successfully complete processing.

o Variations in sequencing coverage, data yield, or genomic region performance alone do not automatically entitle a customer to a refund, replacement, or other compensation.

o Multiple failed submissions may require management review before any additional replacement or refund consideration.

• 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.

• If a customer initiates a chargeback or payment dispute that is inconsistent with this Policy, DNA Complete reserves the right to suspend or terminate services, deny future purchases, and contest such disputes to the fullest extent permitted by applicable law.

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, subject to applicable law and its data retention policies, 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.

REPLACEMENT LIMITATIONS

To protect customers and maintain service quality, DNA Complete reserves the right to review repeated or excessive claims, limit replacement kits, investigate suspected misuse or fraud, and determine eligibility for any replacement, refund, credit, or alternate resolution in its sole discretion, except where prohibited by applicable law.

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.