Complaints, Returns, and Refunds Policy
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At GeneGPS, we strive to ensure your satisfaction with our products and services. If you have any concerns or need to request a return or refund, please refer to the following policy guidelines:
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Cancellation before Kit Receipt or Returning a sealed kit: If you have not yet received the DNA kit or have received the sealed kit, prior to unsealing you wish to cancel your order, please notify us by email at info@genegps.co.uk. Upon 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 10 calendar days. In cases where returning the money by the same means used is not possible due to reasons beyond our control, we will seek the most appropriate option for the refund, ensuring the amount is made available to you as a deposit.
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Return of Unsealed Kit: If the DNA kit is unsealed and you wish to request a refund, please notify us by email and return the kit to our offices within 14 calendar days from the date of receipt. The shipping of the product to our offices is at your expense. Upon receiving the returned product, we will refund the total amount paid by you minus the expenses incurred as the kits once unsealed cannot be used again. This will mean a refund of the total amount paid minus £80.00 The cost breakdown is as mentioned here £ 45 - cost of kit, £ 25 - logistics and fees incurred, £10 - incineration of sample and destruction/recycling of kit.
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Interruption before Sequencing Process: If the DNA kit has been unsealed or you have already sent us your sample, but we have not yet started the sequencing process, you can request the interruption of the process by email. In such cases, we will proceed to refund the purchase amount minus £80.00, as expenses incurred. You will receive a confirmation email when we start the sequencing process, indicating that the order is no longer eligible for cancellation. The refund will be made under the same terms and deadlines outlined in paragraph 1.
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Sequencing Process Started: Once the sample has been sequenced, the order becomes non-refundable. As indicated in the previous point, you will receive an email confirming the start of the sequencing process. From that moment on, we cannot accept the return of an order, but we will ensure delivery of the acquired report(s) to you.
All requests to return an order must be sent to the email address info@genegps.co.uk, and should include the order number and the buyer’s data for efficient processing. We are committed to addressing your concerns promptly and ensuring a satisfactory resolution in accordance with our policies and procedures.