At 24Genetics we try to provide you with all the information you need so that you make a conscious purchase and know exactly what service you are requesting. However, it may happen that a customer changes his mind and wishes to return an order.
Trying to adapt to the wishes of our customers, we have a process for returning orders, with conditions that are detailed below.
This process of returning orders respects the conditions of exercise of the RIGHT OF WITHDRAWAL which is contained in Clause 11 of the GENERAL CONDITIONS OF THE CONTRACT (published on our website), but favors and facilitates even more its exercise by users.
There are 5 possible cases, depending on the moment of the process in which the request is made and the status of the DNA kit, or the type of product requested.
1.- If you have not yet received the kit, request us the cancellation by email and, after verifying that the order has not been delivered, we will proceed to refund the total amount paid through the payment method you used, unless you have expressly provided otherwise. The refund amount will be available in your account within 5 to 10 calendar days. In the event that it is not possible to return the money by the same means used for reasons beyond the control of 24Genetics, the most appropriate option for the refund will be sought, leaving the amount at your disposal as a deposit.
2.- If the kit is unsealed, you can request a refund by e-mail and return the kit to us within 14 calendar days from the date you received it. The shipping of the product to our offices is at your expense.
Once we receive the product, we will refund the total amount paid by you in the same terms and deadlines outlined in the previous section.
If the kit has been unsealed or you have already sent us your sample, but we have not yet started the sequencing, you can request the interruption of the process by email and we will proceed to refund the purchase amount minus 50€, as expenses incurred. You will know that we have started the sequencing process because we send a confirmation email. The refund will be made under the same terms and deadlines outlined in paragraph 1.
Any request to return an order must be sent to the e-mail email@example.com, including the order number and the buyer’s data.
4.- If the sample has been sequenced, the order is not refundable. As we said in the previous point, you will receive an email confirming the start of the sequencing. From that moment on, we cannot accept the return of an order, but of course we will send you the acquired report(s).
5. – If your order does not include a saliva collection tube, since it is limited to a genetic report from a RAW DATA already available (either provided by you or available at 24Genetics, because you had previously done a test with our company), and since in this case there is no kit or sequencing, but exclusively application of our algorithm, you can request cancellation by email as long as our report has not been issued, in which case we will refund 100% of your purchase in the original payment method, within 5 to 10 calendar days. In the event that it is not possible to refund your money by the same means used for reasons beyond the control of 24Genetics, we will look for the most appropriate option for the refund, leaving the amount at your disposal as a deposit.
If the requested report has been generated and sent to you, the order is non-refundable.