Returns Policy

Last updated: July 1, 2026

This Return, Refund and Cancellation Policy applies to testing kits and laboratory services purchased through UDNA.net.

Testing kits may include biological sample collection materials, personalized order information, consent documentation, shipping services, and laboratory testing. Because these products and services differ from ordinary retail goods, return and refund eligibility depends on the status of the order, kit, sample, documentation, and laboratory process.

Please review this policy before placing an order.

1. Order cancellations

Clients should contact UDNA.net as soon as possible if they wish to cancel an order.

A cancellation may be considered when the order has not yet been:

• Prepared
• Registered
• Shipped
• Activated
• Opened
• Used
• Returned to the laboratory
• Entered into laboratory processing

Once a kit has been prepared, registered, shipped, opened, used, or submitted for testing, the order may no longer qualify for cancellation or a full refund.

Any payment processing, administrative, shipping, kit preparation, registration, or laboratory costs already incurred may be deducted from an approved refund.

Submitting a cancellation request does not guarantee approval.

2. Returning an unused testing kit

Clients must contact UDNA.net before returning a testing kit.

Returns sent without prior authorization may be refused, delayed, or returned to the sender.

An unused kit may be considered for return when:

• The kit remains unopened
• The security seal remains intact
• Collection materials have not been used
• The kit has not been registered or activated
• No sample has been collected
• No laboratory service has started
• The return has been approved in advance
• The kit is returned in its original condition and packaging

Clients must follow the return instructions provided by UDNA.net.

Opened or used testing kits are generally not eligible for return because they may contain sanitary, medical, biological collection, or customized components.

3. Non-returnable and non-refundable items

Unless otherwise required by applicable law or approved in writing, returns or refunds may not be available for:

• Opened testing kits
• Used collection materials
• Kits with broken security seals
• Registered or activated kits
• Samples that have already been collected
• Samples shipped to or received by the laboratory
• Tests that have entered laboratory processing
• Completed laboratory services
• Reports that have been issued, accessed, downloaded, or delivered
• Customized or specially prepared testing products
• Shipping, courier, customs, and handling costs already incurred
• Orders delayed because of missing consent forms
• Orders delayed because of incomplete documentation
• Samples rejected because kit instructions were not followed
• Prenatal samples returned using incorrect instructions

4. Biological samples

Biological samples cannot be returned to the client after they have been submitted to or processed by the laboratory.

Sample storage, retention, disposal, and destruction are handled according to the procedures of the applicable laboratory or testing provider.

5. Client responsibilities

Clients are responsible for collecting, identifying, packaging, storing, and returning samples according to the instructions supplied with the testing kit.

Failure to follow the instructions may result in:

• Insufficient sample material
• Contamination
• Leakage
• Sample damage
• Delayed processing
• Sample rejection
• Inconclusive results
• The need for another sample
• Additional kit, laboratory, or shipping costs

A refund is not automatically available when a sample fails because collection, labelling, packaging, storage, or return instructions were not followed.

6. Failed samples and re-testing

Some samples may fail or require re-testing.

Possible causes include:

• Insufficient DNA or biological material
• Contamination
• Sample degradation
• Incorrect collection
• Improper packaging
• Shipping damage
• Missing identification
• Missing or incomplete consent forms
• Laboratory quality-control requirements
• Technical limitations affecting the sample

When possible, the client may be offered a replacement kit, an opportunity to provide another sample, or another appropriate solution.

Additional collection, kit, laboratory, or shipping charges may apply depending on the cause of the sample failure.

A failed, insufficient, or inconclusive sample does not automatically qualify for a refund.

7. Consent forms and supporting documents

Some tests require signed consent forms, identification, medical information, guardian authorization, or other supporting documents.

Laboratory testing may not begin until all required documents have been received and accepted.

Clients are responsible for completing forms accurately and returning them through the approved process.

Delays caused by missing, incomplete, unsigned, inaccurate, or unacceptable documentation do not automatically qualify for a refund.

An order may be placed on hold until the required documentation is supplied.

8. Prenatal testing

Prenatal testing may have specific collection, identification, consent, packaging, medical, and shipping requirements.

Prenatal samples must be returned using the instructions included inside the prenatal testing kit.

Clients must not use:

• General sample return instructions
• Instructions from another testing kit
• A return address from a previous order
• A general laboratory address found online
• An unapproved courier
• A shipping label intended for another service

Failure to follow the prenatal kit instructions may result in:

• Shipping delays
• Delivery to the wrong laboratory
• Sample rejection
• Additional shipping charges
• Replacement sample collection
• Processing failure

A refund is not automatically available when prenatal sample instructions have not been followed.

9. Laboratory turnaround time

Laboratory turnaround time begins only after:

• The samples arrive at the correct laboratory
• The samples are identified
• The samples are accepted for processing
• Required consent forms are received
• Required supporting documents are approved
• Payment and order requirements are complete

Laboratory turnaround time does not include:

• Initial kit delivery
• Sample collection time
• Return shipping time
• Courier delays
• Customs delays
• Weather disruptions
• Incorrect delivery addresses
• Missing consent forms
• Documentation verification
• Failed samples
• Replacement kit delivery
• Sample recollection
• Re-testing

Shipping delays are outside the laboratory turnaround time and do not automatically qualify an order for cancellation or refund.

10. Shipping and courier charges

Original shipping charges, express delivery fees, return shipping costs, customs charges, duties, brokerage fees, and courier expenses are generally non-refundable after the service has been used or the cost has been incurred.

Unless UDNA.net confirms otherwise in writing, clients are responsible for return shipping costs.

Clients should use a trackable return service where available and retain the shipping receipt and tracking information.

11. Lost, delayed, or misdirected samples

UDNA.net is not responsible for samples that are lost, delayed, damaged, or misdirected because the client:

• Used an incorrect return address
• Used instructions from another testing kit
• Failed to attach the required shipping label
• Used insufficient postage
• Failed to follow courier requirements
• Did not follow the kit return instructions
• Used an unapproved shipping method

Clients may need to contact the courier directly regarding a shipment under their control.

12. Damaged, incorrect, or incomplete kits

Clients should inspect the testing kit promptly after delivery.

Contact UDNA.net if:

• The package is visibly damaged
• Collection materials are missing
• The wrong kit was delivered
• A component appears defective
• A security seal was broken before delivery

Do not use a damaged or incomplete kit unless UDNA.net confirms that it is appropriate to proceed.

Photographs, packaging details, order information, or other evidence may be required before a replacement is approved.

13. Results and reseller process

UDNA.net operates through a reseller process.

Testing may be completed by an independent laboratory or testing provider. Results are sent or made available through the applicable reseller process.

Depending on the selected service, results may be delivered through:

• Email
• Secure online portal
• Downloadable report
• Another approved delivery method

Clients should check their inbox, spam folder, and any applicable testing portal.

Difficulty locating an email, accessing an account, or remembering login details does not mean the laboratory service was not completed.

14. Approved refunds

Approved refunds will generally be returned to the original payment method where possible.

The time required for a refund to appear depends on the payment processor, card provider, and financial institution.

UDNA.net is not responsible for delays caused by banks, card providers, or payment processors.

15. Payment disputes and chargebacks

Clients should contact UDNA.net before submitting a chargeback or payment dispute.

A chargeback does not automatically cancel laboratory work that has already started and does not establish that a refund is owed.

UDNA.net may provide relevant order, shipping, kit activation, sample receipt, consent, communication, and laboratory status records when responding to a payment dispute.

16. Changes to this policy

UDNA.net may update this policy when testing services, laboratory requirements, shipping procedures, or business operations change.

The latest version will be published on this page with a revised effective date.

17. Contact us

For cancellation, return, replacement kit, or refund requests, contact:

UDNA.net
Email: info@udna.net
Website: UDNA.net

Please include your name, order number, email address, and a brief explanation of your request.