Refund policy

 

Cygenex Return Policy

Cygenex DNA kit purchases are eligible for a refund if you request a refund and return the kit within 30 days of placing your kit order, minus a $15 processing fee. You must return the kit to receive a refund. Cygenex does not refund shipping and processing charges, or any applicable taxes paid for kits purchased in the United States. All refunds will be credited to the billing method associated with your account once the kit is received in-house.

• Opened kits and executed services (including generated reports) are non-refundable.
• To request a refund for an unused DNA test kit purchased directly from Cygenex, you must notify customer support within 30 days of placing your order and confirm that you haven’t shipped your saliva sample.
• DNA test kits purchased at a conference or event are non-refundable.

Cygenex individual test kits purchased within a bundle cannot be returned or exchanged.

Refund Process.

·         To request a refund of your Cygenex kit, you must (1) provide the same information you provided to us when you placed your kit order, and (2) return your Cygenex DNA kit to us. Please contact customer Support for more information. Your refund will be processed once the kit is received in-house.

·         Outside the United States: You have the right to withdraw and change your mind and cancel your order for a Cygenex DNA test kit and receive a full refund, including shipping costs, at any time within 14 days of receiving your order. Note that you will not be entitled to a full refund of shipping costs if you expressly choose a delivery option which costs more than the least expensive. You may call us at 1-888-232-7761 to cancel your order and request a refund. You will need to know your order number when you call to cancel. Your order number is in the order confirmation email you received after placing your order. Your right to cancel will lapse 14 days following the date you receive your order.  Please allow a reasonable time for the credit to reach you which will be initiated once the kit is received in-house.

Replacement Testing Kits.

·         Should you require a replacement Cygenex testing kit in the US, you may call Cygenex at 1-888-232-7761 and provide the same information that you provided when you ordered your Cygenex kit. Depending on the reason for a replacement kit, we may charge a fee of $204 per kit (plus applicable shipping and handling) in the US. Should you require a replacement testing kit outside the US, you may contact Cygenex by phone or email.

 

Cancelling Laboratory Processing of your Cygenex DNA Kit.

·         You may cancel the laboratory processing of your Cygenex DNA kit by contacting Member Services. If you have already submitted your sample, you will need to provide your bar-code to Member Services for us to identify and destroy your sample. The bar-code is included in your Cygenex DNA test kit. We recommend you store the code in a safe place.

·         If the laboratory has already processed your sample, you may request the destruction of your sample by contacting Member Services.

·         Once the test kit is received in the lab, no refunds are available.