Refunds, cancellations and duplicate charges
Full refund before shipping, unused kit within 30 days of delivery, no refund once the lab has your registered sample.
Orders can be cancelled for a full refund any time before the kit ships. After shipping, an unregistered, unused kit can be returned within 30 days of delivery for a refund minus shipping.
Once a sample is registered and received by the lab, sequencing capacity is committed and the order can no longer be refunded. If a quality failure means we cannot deliver a report at all, you get a full refund automatically.
Refunds return to the original payment method within 5–10 business days. Duplicate charges are usually authorisation holds that drop off within three days — send us the last four digits and the timestamp if one doesn’t.