Refund & Retesting Policy

1. Overview

Our first commitment is a valid result. Where a sample cannot produce one — for reasons that are nobody's fault — our default remedy is a no-fault recollection and retest at no additional cost. Refunds are available where retesting is not possible, not appropriate, or where the circumstances fall within the eligibility windows described below.

This policy forms part of our Terms of Service. It applies to all diagnostic tests booked directly with DNA Labs Nigeria, including centre collections and home collection kits.

2. Covered scenarios

The following laboratory quality exceptions are covered under this policy:

• Failed cellular yield — insufficient DNA or cellular material recovered from the sample to complete analysis, confirmed after standard extraction attempts.
• Sample degradation — the sample arrived degraded or became unviable in transit (for example, due to heat exposure, transit delay or packaging failure), making reliable analysis impossible.
• Sample contamination or mix-up — where quality checks indicate the sample cannot be attributed reliably.
• Process failure — a documented laboratory error or instrument failure that prevents a valid result and cannot be resolved by repeat analysis from the original sample.
• Unacceptable sample on receipt — the sample failed acceptance criteria at accessioning (for example, leaking, unlabelled or incorrect container), where collection was performed by our staff or our kit.

In each case we first check whether analysis can be completed from the original sample or a retained aliquot. Where it cannot, the no-fault retesting provisions in section 3 apply.

3. No-fault retesting

Where a covered scenario occurs, you are entitled to a free recollection and retest:

• Recollection at any of our centres (Abuja, Lagos or Kaduna) at no charge — or a replacement home collection kit dispatched at no charge.
• A full repeat analysis of the same test, at no additional laboratory cost.
• The same turnaround commitment as your original booking, measured from receipt of the new sample.
• Support from our counselors to make recollection as easy as possible, including scheduling guidance.

No-fault retesting is available once per covered occurrence. If a second covered failure occurs on the same case, you may choose either one final retest or a full refund of the test fee.

4. Refund eligibility windows

• Before analysis begins — if you cancel before your sample is processed, a refund of the test fee is available within 14 days of booking, less any non-recoverable third-party costs actually incurred (for example, dispatched home-kit courier fees).
• On a covered laboratory quality exception — if analysis cannot be completed and recollection is not possible or not successful after one no-fault retest, a full refund of the test fee applies.
• Where we cancel — if we withdraw or cannot provide a booked test, you are entitled to a full refund or a transfer to an alternative test at your choice.
• Duplicate payment — accidental duplicate payments are refunded in full at any time.

Refunds are returned by the original payment method where possible. Bank transfer refunds require confirmation of the receiving account details.

5. Exclusions

Refunds are not available in the following circumstances:

• Change of mind after analysis begins — once your sample has entered analysis, the test fee is non-refundable, even if you later decide you no longer want the result.
• Failure to follow preparation or collection instructions — for example, eating or drinking before a swab where abstinence was required, or returning a kit late — where this caused the sample failure. (A discounted recollection may still be offered at our discretion.)
• Incorrect information supplied at booking — including identity discrepancies that invalidate chain-of-custody documentation for legal testing.
• Results you disagree with — a valid scientific result is not a quality failure. If you have doubts, ask about independent verification options; our counselors will advise honestly.
• Third-party costs — travel, accommodation, legal fees or other costs incurred by you in connection with a test.
• Requests made outside the eligibility windows set out in section 4, except where required by law.

6. How to request a retest or refund

• Contact us by phone, WhatsApp or through our contact page, quoting your booking reference and the registered name used at testing.
• Describe the issue — including what happened, when the sample was collected and (for delivery issues) photos of the packaging where relevant.
• Identity verification — we verify the requester's identity before discussing case details or processing a refund, to protect your genetic data.
• Assessment — our quality team reviews the case records, including accessioning and analysis logs, usually within 3 business days.
• Resolution — we confirm the outcome in writing: no-fault retest scheduling, refund approval, or an explanation where the request falls outside this policy.

7. Timelines

• Acknowledgement of your request: within 1 business day.
• Quality assessment: typically within 3 business days of receiving your request and any supporting information.
• Retest scheduling: arranged within 5 business days of approval — earlier at our centres where possible.
• Refund processing: approved refunds are initiated within 7 business days; bank processing times vary by institution (typically a further 3–10 business days).

If any stage takes longer than stated — for example, during an investigation into a suspected chain-of-custody issue — we will keep you informed and explain why.

8. Contact

Questions about this policy, or a request to invoke it:

• By phone or WhatsApp: +234 800 000 0000
• By email: info@dnalabsnigeria.com
• Through our contact page.