DNA Test Refund Policy Nigeria | DNA Labs Nigeria Returns & Cancellations

1. Introduction and Scope

This Return and Refund Policy explains when and how refunds, returns, and rescheduling apply to DNA testing and laboratory services purchased from DNA Labs Nigeria (“we”, “us”, “our”). It applies to all customers, including patients, legal guardians, hospitals, clinics, and corporate clients.

DNA LABS NIGERIA
18 Commercial Ave, Sabo Yaba, Lagos 100001, Nigeria
Phone: +234 811 056 7037
Email: info@dnalabsnigeria.com

Because DNA and genetic testing are customised medical services that consume reagents, staff time, and laboratory capacity, we do not provide any returns or monetary refunds once a sample has been collected, whether collection is done at our facility, at a partner clinic, or via a home kit. Resampling and retesting are also chargeable services.

2. Refund Eligibility and Timeframes

2.1 Before Kit Dispatch or Sample Collection

If you cancel before a kit is dispatched and before any sample is collected, you may be eligible for a refund of the test fee, less reasonable administrative and payment processing costs.
Any request for such a refund must generally be made within 7 calendar days of payment and before we prepare or ship your kit or schedule clinic collection.

2.2 After Kit Dispatch but Before Sample Collection

If a kit has been dispatched but no sample has yet been collected, you may request cancellation.
In this situation, we may provide a partial refund, after deducting:
- outward shipping and logistics costs,
- packaging and handling costs,
- an administrative/restocking fee as communicated on your invoice or at the time of purchase.
Return of an unused kit may be required. Kits must be sealed, unopened, and undamaged for any partial refund to be considered.

2.3 After Sample Collection or Once Testing Starts

No refunds are available once a sample has been collected, even if the sample has not yet reached our laboratory.
No refunds are available once testing has started or is in progress, because laboratory work, reagents, and staff time have already been committed to your specific case.
This applies to all test categories, including clinical, preventive, wellness, ancestry, paternity/relationship, legal, and immigration DNA tests.

2.4 Inconclusive, Failed, or Unclear Results

Genetic and DNA testing can be affected by sample quality, biological factors, and technical limitations.
If a result is inconclusive, failed, or technically unclear, no monetary refund is given.
At our discretion, we may offer you the option to:
- submit a new sample at an additional charge, and/or
- repeat the test at a discounted fee, depending on the cause of the failure.

3. Deductions, Fees, and Non-Refundable Charges

The following items are normally non-refundable once incurred:

Shipping and courier charges for outgoing or returned kits.
Administrative or booking fees related to sample collection, doctor appointments, or phlebotomy.
Special collection fees for legal, court-directed, or immigration DNA tests.
Professional fees charged by doctors, hospitals, or third parties, even if tests are cancelled.
Payment gateway or bank transaction fees charged by payment providers.

Where a refund is approved before sample collection, we may deduct:

a fixed administration/processing fee, and
the full shipping cost, if the kit has already left our facility.

Exact fees and percentages may vary by product and will be communicated on your invoice, order confirmation, or service contract for high‑value tests.

4. How to Request a Refund or Report a Kit Issue

4.1 Initiating a Request

To request a cancellation or refund (where eligible), or to report a damaged kit, you must:

contact DNA Labs Nigeria by email or phone using the contact details above,
provide your full name, order number, test type, payment proof, and reason for the request, and
submit your request within the applicable timeframe (for example, within 7 days of payment and before sample collection).

We may request additional documentation, such as photos of a damaged kit, receipts, or a signed statement.

4.2 Returning an Unused Kit

If you are instructed to return a kit:

it must be returned in original, sealed, and undamaged condition;
you are generally responsible for return shipping and ensuring safe transit;
we may decline refunds for kits that arrive opened, used, damaged, or contaminated.

We do not usually provide prepaid return labels unless expressly stated in your order. Kits returned after the communicated return period may not qualify for any refund.

5. Processing of Approved Refunds

Once a refund is approved, we will aim to process it within a reasonable period, typically within 14 working days of approval.
Refunds will usually be made to the original method of payment (for example, bank transfer to the same account or reversal to the same card), unless otherwise agreed in writing.
In some cases, we may offer credit towards a future test as an alternative to a cash refund, particularly where services have partially commenced.

If more than 30 days have passed since your purchase and a sample has not been collected, any refund remains at the sole discretion of DNA Labs Nigeria and may be subject to additional checks or documentation.

6. Non-Refundable Situations and Special Cases

The following situations are typically not eligible for a refund:

Your sample has been collected, regardless of whether the sample has reached the lab.
Your sample has been received by the lab, even if testing has not yet started.
Testing is already in progress or has been completed, regardless of whether you have viewed or downloaded the report.
You miss a sample submission or kit usage deadline and the sample becomes unsuitable.
You change your mind about having the test after collection or after seeing part or all of your results.
Results are technically inconclusive, unclear, or do not meet personal expectations, while the test has performed within its stated limitations.
Legal or immigration DNA tests, once initiated, including court‑directed, embassy, or chain‑of‑custody cases.

In addition, the following are generally non-refundable:

any non‑refundable deposits or advance payments specified on quotes or contracts;
re‑scheduling or missed‑appointment fees charged by partner clinics;
re‑collection fees for new samples (resampling is chargeable);
retesting fees where a repeat analysis is requested (retesting is also chargeable).

7. Damaged Kits, Lab Errors, and Exceptional Circumstances

7.1 Damaged or Defective Kits on Arrival

If your kit arrives obviously damaged, incomplete, or unusable, you must notify DNA Labs Nigeria as soon as reasonably possible with supporting details and, where possible, photos. After review, we may:

send a replacement kit at no additional charge, or
arrange an alternative collection method.

No cash refund is given for damaged kits where a free replacement is provided.

7.2 Laboratory Errors

If we confirm that a clear, significant laboratory error occurred that prevented any valid result from being issued, DNA Labs Nigeria may, at its discretion:

offer a free repeat test using a new sample, or
provide a credit towards a future test.

Monetary refunds for confirmed lab errors remain exceptional and are considered on a case‑by‑case basis, taking into account technical findings, clinical urgency, and any applicable contractual terms.

7.3 Delays in Results

While we aim to deliver results within estimated turnaround times, delays can occur due to technical issues, equipment maintenance, public holidays, import of specialised reagents, or factors beyond our control.

Delays alone do not automatically entitle you to a refund, particularly once work has begun or reagents have been used.
In cases of significant delay, we may offer priority handling, partial credit, or rescheduling options, at our discretion.

8. Test Changes, Upgrades, and Transfers

In some cases, before sample collection and before testing starts, you may request to switch to a different test of equal or higher value, subject to medical suitability and our approval.
Any difference in price for upgrades must be paid in full before the new test is started.
Downgrading to a cheaper test may incur administrative fees, and any refund of the difference is at our discretion.
Test orders, credits, and discounts are generally non-transferable between individuals, except where clearly agreed in writing (for example, corporate or hospital contracts).

9. Contact and Interpretation

For questions about this Return and Refund Policy, or to submit a cancellation, refund, or replacement request, please contact: