Refund Policy

Geneus DNA Refund Policy

This Refund Policy forms part of the Terms of Service of Geneus DNA LLC (“Geneus”, “we” or “us”). The voluntary return offer in Section 2 is in addition to your rights under the Terms of Service and applicable law. If the law gives you a right to cancel, a remedy for a defective Kit or incomplete Service, or a right to a refund, the applicable legal rules take priority over the conditions, deductions and deadlines for voluntary returns.

Direct orders. If you bought directly from Geneus, contact us about your refund. This applies whether you paid Geneus DNA LLC directly or paid an authorized payment-collection agent identified at checkout. Geneus DNA LLC remains responsible for any refund due on the direct order.

Retailer purchases. If you bought a Kit from an authorized retailer selling on its own account, request a refund of its sale from that retailer under its own returns policy. You retain any claim or remedy you may have directly against Geneus under the Terms of Service or applicable law.

If you change your mind about a Kit you bought directly from us, you can return it for a refund when all of the following conditions are met.

• You notify us within 7 calendar days after placing the order.
• The Kit is unused and you confirm that you have not sent or handed over a Sample for analysis.
• We receive the unused Kit back within 30 calendar days after your refund request.

For a qualifying return, we refund the price you actually paid for the Kit, taking any discount into account. Shipping charges, gift cards and add-on services included in a bundle or promotion are excluded from this voluntary offer. We may decline a voluntary refund if the Kit is returned damaged, incomplete or in a condition that prevents resale. Section 4 covers Kits damaged on their way to you.

Once you submit a Sample for analysis, the voluntary unused-Kit return offer ends. You can still claim any remedy due under the Terms of Service or applicable law.

If Geneus cancels a paid order, we refund the amount you paid as provided in Section 9 of the Terms of Service. If we discontinue a paid Service or cannot complete it for a reason that was not caused by your breach, we refund the portion of the price attributable to the Service we did not provide, together with any other remedy required by law, as provided in Section 17 of the Terms of Service.

If a Sample fails laboratory quality checks, we explain the available next steps and disclose any applicable charge before you agree to proceed. A failed quality check alone does not determine the amount of any refund. If, after the applicable quality checks and any agreed replacement or repeat analysis, we cannot complete the paid Service, the rule for incomplete Services above applies.

You may withdraw consent. If a consent is needed to continue a Service, we will explain how withdrawal affects that Service and any refund rights under Section 8 of the Terms of Service, this policy and applicable law. The amount due depends on those rights and the work already provided.

If a Kit is damaged or lost on its way to you, we will send one replacement Kit at no charge once we verify the claim. This replacement does not limit your remedies for a defective or undelivered Kit under applicable law.

When you return a Sample, follow the instructions in the Kit. Risk of physical loss of the Sample passes to Geneus when it is received at our designated return address or collection point, as described in Section 10 of the Terms of Service. Receipt of the Sample does not guarantee that it will pass laboratory quality checks.

We return a refund to the original payment method. If you paid through our authorized payment-collection agent, the refund is returned through the same channel, and the agent may issue any required credit note or tax document. For a voluntary unused-Kit return, we refund within 21 business days after our Customer Care team confirms the conditions in Section 2 have been met. We will meet any shorter deadline required by applicable law.

For international orders, if Geneus converts the refund into another currency, we use the exchange rate applicable to that conversion on the date you submit the refund request. If your bank or payment provider converts the amount instead, it applies its own rate. The amount credited in your local currency may therefore differ from the original charge. Geneus does not control rates applied by your bank or payment provider. Any amount or currency required by applicable law takes priority.

Email Customer Care at [email protected] and identify the order, for example by its order number or the email address used at checkout. If a Kit is lost or damaged, briefly describe what happened. Do not send a Sample, raw DNA data, a Report or full payment card details with your request.

We may request information reasonably needed to verify the order or the claim. We may decline a voluntary refund or replacement if we have reasonable grounds to suspect fraud or abuse of this policy. Any remedy required by applicable law remains available.