At Ancestry India DNA, we are committed to providing a transparent and reliable experience for every customer. As our DNA testing services involve personalized sample collection, laboratory processing, and customised health reports, our cancellation and refund policy varies depending on the stage of your order.
Please read the policy below before placing your order.
Order Cancellation
Before Dispatch
You may cancel your order before the DNA collection kit has been dispatched. If your cancellation request is received before dispatch, you will receive a full refund to your original payment method.
After Dispatch
Once your DNA collection kit has been dispatched, your order enters the fulfilment process. If you wish to cancel after dispatch, please contact our support team immediately.
Refund eligibility at this stage will depend on whether the kit has been delivered, returned unopened, or whether laboratory processing has begun.
After Sample Collection or Laboratory Processing
Because DNA testing is a personalised service, change-of-mind cancellations are not available once:
- Your DNA sample has been received by the laboratory, or
- Laboratory processing or genetic analysis has begun.
At this stage, the service has already commenced and costs have been incurred; therefore, refunds cannot be provided for change-of-mind requests.
Refund Eligibility
You may be eligible for a refund or replacement in the following situations:
- You received an incorrect DNA kit.
- Your kit arrived damaged or defective.
- The laboratory is unable to process your sample due to a verified processing failure (where applicable).
- A duplicate payment was successfully processed.
- A refund is required under applicable consumer protection laws.
Each request is reviewed individually to ensure a fair resolution.