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This policy explains how cancellations, kit returns and refunds work when you order a test from My DNA Lab. It covers your legal rights as well as the additional 30-day return offer we provide for unused kits. If you have a question about an order, please contact us so we can help.
All online orders include a physical test kit and a testing service. Where the legal right to cancel applies, you can usually cancel without giving a reason from the time you order until 14 days after the day you receive the kit.
To cancel, tell us clearly by phone, post or through our contact page before the relevant period ends. Please include your name and order number if you have it.
If a kit has been delivered, please send it to the return address below within 14 days of telling us you wish to cancel. Do not send a collected sample to that address. You pay the direct cost of return postage if we told you about that cost before purchase.
When a valid legal cancellation is made, we refund the amount due, including the cost of our standard outbound delivery. If you selected a more expensive delivery option, we need only refund the standard delivery cost. We do not deduct an administration, payment-processing or returned-kit fee from a refund made under this legal cancellation right.
We make the refund without undue delay. Where a kit must be returned, we do so within 14 days after receiving it. We use the original payment method unless we agree another method with you.
Some test components are sealed for health or hygiene reasons. If a component is unsuitable for return once its relevant seal has been broken, the legal change-of-mind right may no longer apply to it. Opening an outer delivery parcel does not, by itself, mean that every component has been unsealed.
If you expressly ask us to begin providing a service during the cancellation period, and the legal requirements have been met, you may need to pay a proportionate amount for the service supplied before you cancel. Sending a kit or sample does not automatically mean that every refund right has been lost. We will consider the stage reached and the circumstances of the order.
In addition to your legal rights, we accept the return of an unused, complete test kit within 30 days of purchase, provided a sample has not been submitted and testing has not begun. Please contact us and return the kit within that period. If your legal cancellation period is still running after those 30 days, your legal right takes priority.
For hygiene and quality control, we cannot supply any returned test kit to another customer, even if the kit is unopened. Its testing components must be destroyed. If you return a kit under this additional offer after your legal cancellation period has ended, we deduct up to £30 from the refund for the reasonable, irrecoverable cost of the kit and handling the return. We will not deduct more than the reasonable costs incurred and will explain the amount when confirming your refund. This deduction is the same regardless of how you paid.
For a return under this additional offer, you pay the return postage and the original outbound delivery charge is not refunded. The kit must be unused and complete. These conditions apply only to the additional return offer; they do not restrict your rights if a kit is faulty, misdescribed or supplied in breach of your consumer rights.
Sometimes a laboratory cannot produce a conclusive result from the sample provided. It may request another cheek swab or, for a blood test, a new blood sample (a redraw). If this happens, we will contact you, explain what the laboratory has told us and talk you through the next steps. We will confirm any proposed cost before arranging a further collection.
An inconclusive result does not, by itself, entitle you to a refund where the test has been carried out correctly. If the issue arose because a kit or a service we supplied was faulty, or the service was not carried out with reasonable care and skill, we will put matters right in accordance with your consumer rights.
Please contact us if you received the wrong kit, a kit is faulty or incomplete, or you believe a service we arranged was not carried out properly. Tell us what happened and provide your order number if available. We will investigate and explain the appropriate remedy. Depending on the circumstances, this may include a replacement, repeat performance at no extra cost, a price reduction or a refund.
You can raise a problem even if 30 days have passed, a kit has been opened, a sample has been submitted or the laboratory has requested another sample. The time limits and conditions of our additional return offer do not take away your legal rights.
For a cancellation or return, send the kit to:
MY DNA LAB LIMITED
18 St. George’s Street
Chorley, Lancashire PR7 2AA
Please include your name and order number inside the parcel so we can identify it. Keep proof of posting, particularly if you exercise your legal cancellation right: evidence that you sent the kit can determine when your refund is due. Do not send a collected sample to this address. Samples must follow the laboratory collection instructions supplied with the test.
If the kit is being returned because it is faulty or we supplied the wrong item, contact us first so we can arrange an appropriate return method or reimburse reasonable return costs where required.
We will let you know when we have received a returned kit and explain the refund due. Statutory refunds are made within the legal timescales set out above. For a return under our additional 30-day offer, we aim to issue an approved refund within 10 days of receiving and checking the kit.
Refunds normally go back through the original payment method, including the original payment provider where you used Klarna. If a payment method is no longer available, please contact us so we can agree a suitable alternative.
For a cancellation, return or concern about a test, call 01257 249089 or use our contact page, or write to the address above. Our Privacy Policy explains how we handle information relating to your order and enquiry.
