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These terms explain how orders placed with My DNA Lab work, from choosing a test through to receiving a report. Please read the relevant product page before ordering: it sets out what the test examines, the sample required and any test-specific requirements. Our Privacy Policy explains how personal information is handled during this process.
My DNA Lab is operated by MY DNA LAB LIMITED, registered in England and Wales under company number 10503771. Our registered address is 18 St. George’s Street, Chorley, Lancashire PR7 2AA.
You can contact us on 01257 249089 or through our contact page. Please include your order number when contacting us about an existing order.
We help customers access specialist tests carried out by partner laboratories in the UK, Europe and the USA. The laboratory and requirements depend on the test you choose. If you would like to know which laboratory will carry out a test, or see its relevant terms and privacy information before ordering, please contact us.
You must be at least 18 to place an order. Please check that the test is suitable for the intended participant and provide accurate contact, delivery and participant details. We may need to contact you if information is missing or a test has eligibility requirements.
The price and any available options are shown before you pay, including any delivery charge or optional mobile phlebotomy fee. If we cannot fulfil an order, we will let you know promptly and refund the amount paid for it. If we discover a material error in a price or test description after you order, we will explain it and give you the choice of proceeding on the corrected terms or receiving a full refund. We will not increase the agreed price without your consent.
The person placing an order is not always the person being tested. If you order for someone else, you must discuss the test with them and have their permission to provide the details needed to arrange it. We will contact the purchaser to confirm that the participant has agreed. Where a participant is under 18, the test must be permitted by the laboratory and ordered with the appropriate authority of a parent or person with parental responsibility.
When the kit arrives, the participant must read the laboratory’s terms, complete the remaining sections of its order and consent form, and provide the required signature. We may partly complete the paper form in advance using details supplied at checkout, such as a name, contact details and date of birth. The laboratory cannot process a sample without its required signed consent. Our check with the purchaser does not replace that consent.
Paying for a test does not automatically entitle the purchaser to receive another person’s report. The participant must also authorise the arrangements for My DNA Lab to receive and share the report. We will send it only to the person authorised under the arrangements for that test, or to someone with appropriate authority where the participant is a child.
We send the kit and instructions needed for the test. Depending on the product, the participant may collect a buccal cheek swab sample at home or need a blood sample taken by a qualified Healthcare Professional. Please follow the instructions supplied with the kit, including any collection, packaging and dispatch time limits. Contact us before collecting a sample if anything is unclear.
For a blood test, you may arrange your own qualified local professional. Their appointment and any fee they charge are arranged directly with them. Alternatively, where available, you may choose our mobile phlebotomy service for an additional fee. This allows a qualified phlebotomist to attend an agreed address, such as your home or workplace, across mainland UK. Availability and appointment arrangements will be confirmed with you.
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.
We deliver kits to eligible UK addresses. Dispatch and delivery information is set out at checkout and in our Delivery Policy. Delivery dates are estimates unless we expressly agree a specific date. Please contact us if a kit is late, damaged or missing so that we can investigate and put matters right.
Once a sample is ready, follow the collection instructions for that test. Where we arrange a courier, the completed kit travels from the customer’s chosen collection address to the laboratory; it is not returned to our registered address for analysis. We arrange the collection, but do not open the completed laboratory form or physically handle the sample.
For certain tests carried out in the USA, we arrange DHL collection using the laboratory’s authenticated shipping account. The shipment is booked under the laboratory’s account, and the completed paper form and sample travel directly to its US facility. We do not submit that completed form through a laboratory portal.
Any laboratory turnaround shown on a product page begins when the laboratory receives a suitable sample and the required completed paperwork. It does not begin when the order is placed, the kit is dispatched or the courier collects it. Turnaround times are estimates in working days, normally excluding weekends and relevant public holidays. We will update you if we become aware of a significant delay.
The laboratory performs the analysis and produces the report. It then sends the report to us. We review its main findings so that we can offer a basic overview before emailing the report to the authorised recipient. We do not see confidential information the participant adds to the completed laboratory form.
Each test covers the matters described on its product page and in the laboratory information. Results should be considered with an appropriate Healthcare Professional, particularly where a finding needs clinical interpretation or follow-up. Our overview is not a diagnosis or a substitute for medical advice. If you have an urgent health concern, seek medical help without waiting for a test result.
All online orders include a physical test kit and a testing service. Where the statutory right to cancel applies, you can usually cancel without giving a reason up to 14 days after the day you receive the kit. You can tell us by phone, post or through our contact form.
If you have received a kit, please return it to our registered address within 14 days of telling us you are cancelling. Do not send a collected sample to that address. You are responsible for the direct cost of return postage if we told you about that cost before purchase.
For hygiene and quality control, we cannot supply a returned test kit to another customer, whether it has been opened or remains unopened. Its test components must be destroyed. This does not remove an applicable statutory cancellation right or allow us to charge a restocking or administration fee when that right is exercised. We will refund the amount due, including the cost of our standard outbound delivery, within the applicable legal timescale.
There are limited exceptions to the change-of-mind right. For example, it may be lost for sealed components that cannot be returned for health or hygiene reasons once their relevant seal has been broken. If you expressly ask us to begin a service during the cancellation period and the legal conditions are met, a proportionate charge for service already supplied may also be payable. We will consider the circumstances of each cancellation rather than treating dispatch of the kit or sample as an automatic loss of all refund rights.
In addition to your legal rights, we offer a return period of up to 30 days from purchase for an unused kit, provided it is returned to us and the test has not begun. If you use this additional return offer after your statutory cancellation period has ended, a deduction applies because the returned kit cannot be reused. The deduction is £25 for an order paid by debit or credit card, or £35 for an order paid using Klarna, as explained in our Returns Policy. We will confirm the deduction and the refund due when handling your return. These deductions do not apply to a valid statutory cancellation or reduce your rights if a kit or service is faulty.
Please contact us if a kit is faulty, the wrong test was supplied, a service was not carried out with reasonable care and skill, or you have a concern about your order. We will investigate and explain the appropriate remedy, which may include putting the service right, a replacement, a price reduction or a refund. Your rights under consumer law apply regardless of any laboratory or courier arrangements.
We are responsible for foreseeable loss caused by our breach of these terms or failure to use reasonable care and skill. We are not responsible for loss caused by information you provide incorrectly or by instructions you do not follow, except where we are also at fault. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any consumer right that cannot lawfully be excluded.
Our Privacy Policy explains what order details we collect, why we may partly complete a laboratory paper form, how we receive and deliver reports, and how long we keep information. Laboratories handle their own testing, consent forms, samples and records. If you would like details of a particular laboratory’s data practices, contact us and we will provide the information available or help obtain an answer.
Website content is provided to help you understand the tests and our service. Please do not copy our text, images or other materials for commercial use without permission, or interfere with the website’s operation or security. Links to other websites are provided for convenience; their own terms and privacy notices apply when you use them.
We may update these terms as our service or legal requirements change. The version in force when you place your order will apply to that order unless a change is required by law or we agree a change with you. The updated version and date will appear on this page.
If you have a complaint, please contact us so that we can investigate it. These terms are governed by the law of England and Wales, without taking away any mandatory protections or rights to bring proceedings in the courts available to you where you live.
