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REFUND & RETURNS POLICY

Last Updated: January 1, 2024

Please read this Refund & Returns Policy carefully before placing an order or booking an appointment. By purchasing our services or products, you agree to the terms outlined in this policy. Due to the nature of DNA testing, certain restrictions apply.

 

  1. Overview

Center for DNA Testing offers two types of services — at-home DNA test kits (physical products) and in-person legal DNA testing appointments (professional services). Our refund and return policy differs for each type. Please review the relevant section carefully before making a purchase or booking.

 

  1. At-Home DNA Test Kits — Refund Policy

At-home DNA test kits are physical products that are shipped directly to your address. The following policy applies to all at-home kit purchases:

Unopened Kits — Full Refund Eligible

If you have received your at-home kit and have not opened or used it, you may request a full refund within 30 days of the original purchase date. The kit must be returned in its original, sealed packaging and in the same condition it was received.

  • Request must be made within 30 days of purchase date
  • Kit must be unopened and in original sealed packaging
  • Kit must be in resalable condition with all original components
  • Original proof of purchase is required
  • Return shipping costs are the responsibility of the customer
  • Refund will be issued within 5 to 7 business days of receiving the returned kit

Opened Kits — No Refund

Once an at-home DNA test kit has been opened, it cannot be returned or refunded under any circumstances. This policy exists for hygiene, safety, and chain-of-custody integrity reasons.

If you have opened your kit but have not yet submitted your samples, please contact our customer service team at (800) 889-5142. We may be able to assist you with the testing process or provide guidance on next steps.

Kits with Collected Samples — No Refund

Once biological samples have been collected and submitted to the laboratory for analysis, no refund can be issued. The testing process begins immediately upon receipt of samples at the lab and cannot be reversed.

Damaged or Defective Kits

If your at-home kit arrives damaged or defective, please contact us within 7 days of receiving the kit. We will arrange for a free replacement to be sent to you at no additional charge. Please take photos of the damaged packaging and kit before contacting us.

  • Contact us within 7 days of delivery
  • Provide photos of the damage
  • We will send a replacement kit at no cost
  • No return of the damaged kit is required in most cases

Lost or Undelivered Kits

If your kit has not arrived within 10 business days of the expected delivery date, please contact us. We will investigate with the shipping carrier and either resend a replacement or issue a full refund at your preference.

 

  1. In-Person Legal DNA Testing — Refund Policy

In-person DNA testing appointments are professional services performed at our authorized collection facilities. The following policy applies to all appointment bookings:

Cancellations Made 48+ Hours Before Appointment — Full Refund

If you need to cancel your appointment, you are entitled to a full refund provided that you cancel at least 48 hours before your scheduled appointment time.

  • Cancel at least 48 hours before your appointment
  • Full refund issued to the original payment method
  • Refund processed within 5 to 7 business days
  • Cancellation must be made through our website or by calling (800) 889-5142

Cancellations Made Within 48 Hours — Partial Refund

If you cancel your appointment within 48 hours of the scheduled time, a cancellation fee of $50 will be deducted from your refund. The remaining balance will be refunded to your original payment method within 5 to 7 business days.

  • $50 cancellation fee applies
  • Remaining balance refunded within 5 to 7 business days
  • Contact us as soon as possible to minimize the cancellation window

No-Show — No Refund

If you do not attend your scheduled appointment and do not contact us to cancel or reschedule, no refund will be issued. A no-show is defined as failing to arrive within 15 minutes of your scheduled appointment time without prior notice.

Rescheduling — Free of Charge

You may reschedule your appointment at any time at no additional charge, provided you contact us at least 24 hours before your scheduled appointment time. Rescheduling is subject to availability at your chosen location.

  • Reschedule at least 24 hours in advance
  • No fee for rescheduling
  • Subject to availability at your location
  • Contact us via phone or through your customer dashboard

Appointment Could Not Be Completed — Full Refund

If we are unable to complete your appointment due to circumstances on our end — including facility issues, staff unavailability, or equipment failure — you will receive a full refund or the option to reschedule at no charge. We will contact you as soon as possible if such a situation arises.

Sample Collection Issues

In rare cases, a biological sample may be insufficient or unsuitable for testing due to collection errors. If this occurs, we will invite you to return for a repeat collection at no additional charge. If a repeat collection is not possible, a full refund will be issued.

 

  1. Immigration DNA Testing — Special Policy

Immigration DNA testing involves coordination with U.S. government agencies and embassies. Due to the complexity and third-party involvement of these tests, the following special terms apply:

  • Cancellations must be made at least 72 hours before the appointment for a full refund
  • Cancellations within 72 hours are subject to a $75 processing fee
  • Once samples have been collected and submitted to the AABB-accredited lab, no refund can be issued
  • Government and embassy filing fees, if any, are non-refundable once submitted
  • If the test is required by a court or government agency, please contact us before cancelling

 

  1. Non-Refundable Items and Situations

The following are non-refundable under all circumstances:

  • Opened at-home DNA test kits
  • Completed DNA tests where results have been delivered
  • Biological samples that have been processed by the laboratory
  • Rush processing or expedited result fees once processing has begun
  • Government or embassy filing fees for immigration tests
  • No-show appointments without prior cancellation notice
  • Tests cancelled after the chain-of-custody process has been initiated

 

  1. How to Request a Refund

To request a refund, please follow these steps:

Step 1: Contact our customer service team by phone at (800) 889-5142 or by email at refunds@centerfordnatesting.com.

Step 2: Provide your order number, booking confirmation number, and the reason for your refund request.

Step 3: Our team will review your request within 2 business days and confirm eligibility.

Step 4: If approved, your refund will be processed to the original payment method within 5 to 7 business days.

Step 5: For kit returns, ship the unopened kit back to us using a trackable shipping method. We are not responsible for lost return shipments.

 

  1. Refund Processing Times

Once a refund has been approved, please allow the following timeframes for the funds to appear in your account:

  • Credit or debit card refunds: 5 to 7 business days
  • PayPal refunds: 3 to 5 business days
  • Bank transfer refunds: 7 to 10 business days

 

Please note that while we process refunds promptly, the time it takes for the funds to appear in your account depends on your bank or payment provider. If you have not received your refund within the expected timeframe, please contact your bank before reaching out to us.

 

  1. Disputes and Chargebacks

We encourage you to contact us directly before initiating a chargeback with your bank or payment provider. Most concerns can be resolved quickly and amicably through our customer service team.

Initiating a chargeback without first contacting us may result in a delay in resolving your issue and may affect your ability to use our services in the future. If a chargeback is filed, we reserve the right to provide evidence of the transaction and our refund policy to the relevant financial institution.

 

  1. Contact Us

If you have any questions about our Refund & Returns Policy, please contact us:

 

Customer Service Team

Center for DNA Testing

320 Seven Springs Way, Suite 250

Brentwood, TN 37027

 

Phone: (800) 889-5142

Email: refunds@centerfordnatesting.com

Hours: Monday – Friday, 9:00 AM – 5:00 PM CT

Website: centerfordnatesting.com

 

© 2026 Center for DNA Testing. All rights reserved. This document is for informational purposes only and does not constitute legal advice.