Refund requests received within fourteen (14) days of purchase will be processed to the original method of payment in accordance with the policies set out below.
All refund requests must be accompanied by a completed copy of the Cancellation/Refund Request Form.
No refunds will be issued for cancellation/refund requests that are submitted:
- more than 14 days after the initial order date,
- after one or more samples have been received at the laboratory; or
- after testing has begun.
Private and Legal Test Kits (without collection and witnessing services)
If the order is canceled before the test kit has been shipped, the total amount will be refunded less an administration fee of €35. Once the test kit has been shipped, a 50% refund (less any shipping fees) will be issued provided that you return the unused test kit to the address below:
Laboratory Receiving
2806 Kingsway Unit 200
Vancouver, BC V5R 5T5
Canada
The unused test kit must be returned together with the Cancellation/Refund Request Form at your own shipping expense. In order to be eligible for a refund, the return shipment must be postmarked within fourteen (14) days of the initial order date. If you return the unused test kit using the prepaid mailer inside the kit, an additional €35 will be deducted from your total refund amount.
Legal DNA Tests (with collection and witnessing services)
All legal DNA tests where collection and witnessing services are arranged by Genetrack Germany are subject to a non-refundable deposit of €200. Once the appointment booking process has been initiated, the full cost of the test (including shipping and/or specimen collection fees, where applicable) is non-refundable. If an appointment was missed and sufficient notice was not provided, a rebooking fee will apply to reschedule the appointment.
Upgraded Tests
All test upgrades are non-refundable as testing begins immediately using the samples remaining on file.
Inactive Test Kits
After purchasing a test kit, you have up to 6 months to use your kit and send your samples back to the laboratory for testing. If the samples are not received and testing is not initiated within 6 months of the purchase date, your account will be inactivated. A reactivation fee will apply to reactivate your account once it has been inactivated. If you do not use your testing kit within one (1) year from the purchase date, your account will be closed.
If you have any questions, please contact us at support@genetrack.com.de.