How Do I Return My Kit and Get a Refund from 23andMe?
If you got a genetic testing kit from 23andMe and want to return it before you have used it, or if you've had multiple sample failures, you may be able to get a refund. You have to make the refund request and return the kit within 30 days of purchase to qualify for one. You can easily initiate the refund process online.
If you got a DNA testing kit from 23andMe and it didn't work out like you'd hoped, you're probably interesting in learning how to return your kit and get a refund. This article will teach you how.
23andMe's Return and Refund Policy
You can receive a refund for any unused kit if you apply for the refund within 30 days of the purchase. Shipping and handling fees will not be refunded. If you have two sample failures then you can get your kit fee refunded. If you purchased your 23andMe kit from a third-party retailer, 23andMe will only refund the lab fee that it received. You will have to look into the retailer's policies to see if you can get a refund for the kit.
Once you request a refund, 23andMe will examine your case. If it determines you're eligible for the refund, you will receive it within 21 business days of the day the company completes its investigation. The refund will be made in the same form of payment that you used to make the purchase. If this is impossible, you will receive your refund in the form of an eGift card.
Both Health Upgrades and Chip Upgrades are nonrefundable. 23andMe+ and Ancestry Book purchases are also non-refundable.
Making the Return
To return the kit, just follow these instructions:
- Go to the 23andMe refund request form.
- Fill out the form.
- Pack up the kit using the prepaid shipping label attached to the bottom of the box.
- Mail the package.
Returning Part of a Multi-Kit Order
Returning only part of a multi-kit order is a little more complicated. To do this, you need to get the help of a customer service representative.
Contacting 23andMe
To get help with returning part of a multi-kit order, or for any other help, you can reach a 23andMe customer service representative by phone or on the company's help forum.
Further questions?
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