Refunds & Cancellations
How to cancel an order, request a refund, and what our refund policy covers.
How do I request a refund or cancellation?
Get in touch with our support team and let us know your order number and what you'd like to do. You can reach us through the chat widget on our website or by email. The more detail you can include upfront, the faster we can help. Our team will review your request and get back to you with the next steps. Each situation is a bit different, so we handle these on a case-by-case basis.
When is a refund available?
Generally, the timing of your request matters. If you get in touch before your sample has been collected at the collection centre, there's more flexibility. Once a sample has been collected and sent to the laboratory for processing, the options are more limited because the lab work is already underway. If you're considering cancelling, it's best to reach out sooner rather than later so we can discuss the options with you. We generally do not offer full refunds after 14 days.
What if I accidentally purchased the same test twice?
If you accidentally purchased the same test twice, contact our support team with both order numbers. We can review the orders and reverse the duplicate for you. This happens more often than you'd think, so there's no need to feel awkward about it.
How long does a refund take?
Once a refund has been approved and processed on our end, it typically takes a few business days to appear back in your account. The exact timeframe depends on your bank or payment provider. If it's been longer than expected and you haven't seen the refund yet, check with your bank first, as some banks take longer to process incoming credits. If it's still not showing, let us know, and we'll investigate.
How will my refund be paid?
Refunds are processed back to the original payment method you used when placing your order.
What if my situation isn't covered here?
If your situation doesn't quite fit the above, or if you're unsure whether you're eligible for a refund, just reach out. Our team is here to help and we'd rather you get in touch than be left wondering.