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23andMe Refund and Replacement Policy

23andMe is an online service. You need a computer with Internet access to use our service and to view your genetic data. Throughout our website, we provide detailed information regarding the genotyping process and what you can expect or may experience from our service. Please review this information prior to purchasing. Your placement of an order from 23andMe constitutes your acceptance of our Terms of Service and your agreement that the policies below apply to your order, so be certain you understand them before placing your order.

 

Standard Refund Policy

In order to receive a refund for our service, you must notify us within thirty (30) days of placing your order in 23andMe’s online store that you request a refund and confirm that you have not yet shipped your saliva sample to our laboratory. We will refund the balance of the total purchase price after subtracting your original shipping and handling charges. Please review the refund restrictions and exclusions.

  • If you want to request a refund on your entire order, complete our online form.
  • If you placed a multiple kit order and are interested in refunding only part of it, contact Customer Care.

 

Restrictions and Exclusions

We will not issue a refund if (i) more than thirty (30) days have passed since your order was placed or (ii) if your saliva sample has been received at our laboratory. For kits purchased at a conference or event, 23andMe will only refund the lab fee paid directly to 23andMe. In the case of kits purchased through an authorized retailer, please consult the retailer’s refund policy to determine if your kit is eligible to receive a refund.

Ancestry Service upgrades are non-refundable.

 

Refund Processing
  • Any refunds provided under this policy will be issued to the same credit card(s) used for the purchase and will be processed within 21 business days of confirmation by our Customer Care team. At the time your refund is granted, we will invalidate your saliva collection kit and any sample sent to our laboratory using that kit will not be processed.

  • International orders paid for in US dollars are refunded at the exchange rate for USD effective at the time of the refund request. If a refund is issued after a change to the currency rate, customers may receive a refund amount greater or lesser than what they paid in their local currency. 23andMe is not responsible for currency rate changes that occur after the order is placed.

  • If a purchase of two or more kits is what qualifies your order for a discount, and you request a refund on part of the order or if a sample fails analysis twice, the discounted kit price will be refunded first.

  • If you want to request a refund on your entire order, complete our online form.

  • If you placed a multiple kit order and are interested in refunding only part of it, contact Customer Care.

Last Updated: 1 December 2017

 

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