Returns and Refunds | Global Genetic Labs

Welcome to the Global Genetic Labs Returns and Refunds Policy page. Due to the sensitive nature of our products, including genetic testing kits for hereditary cancer panels, we have specific policies in place for returns and refunds to ensure the highest level of integrity and safety for our customers. Please read the following information carefully before purchasing any of our products.

Due to the Nature of Our Products

Our genetic testing kits are highly specialised medical devices, including our Comprehensive Genetic Cancer Panel, Breast Cancer Panel, Prostate Cancer Panel, and other genetic screening tests. Once dispatched, these kits cannot be reused or resold due to safety, hygiene, and regulatory reasons. Therefore, we have a no return and no refund policy on all dispatched kits, unless a product is deemed faulty.

Faulty Items

In the rare event that you receive a faulty kit, please notify our customer service team within 14 days of receipt. We require photographic evidence of the issue to assess and confirm the fault. If the product is confirmed as faulty, Global Genetic Labs will, at its discretion, either issue a replacement kit or provide a full refund.

How to Report a Faulty Product:

  1. Take clear photographs of the issue.
  2. Email the photographs, along with your order details, to support@globalgeneticlabs.com.
  3. Our team will assess the information provided and contact you with the next steps.

Refund Eligibility

Refunds are only considered for products deemed faulty upon review. Global Genetic Labs does not provide refunds for any of the following reasons:

  • Change of mind after purchase
  • Failure to follow sample collection and return instructions
  • Shipping delays caused by external courier services

Once a refund is approved, the payment will be processed within 7-10 business days and credited to the original payment method.

Non-Refundable Items

Due to the personalised and sensitive nature of genetic testing, refunds are not provided under the following circumstances:

  • Incorrect handling or failure to adhere to the sample return guidelines (e.g., not using a temperature-controlled courier)
  • Incorrect or incomplete personal information provided at checkout, resulting in non-delivery of results
  • Expired sample return due to delays in sending the sample back

It is crucial that customers follow all instructions provided with each kit, including the use of a temperature-controlled courier service for returning the sample to our UK lab, to ensure that samples remain in optimal condition for analysis.

Shipping Costs for Returns

Customers are responsible for the cost of shipping when returning the saliva sample for processing. We strongly recommend using a reliable courier which caters for temperature-controlled shipping to maintain sample quality. Global Genetic Labs is not responsible for sample integrity if temperature control is not maintained during return shipping.

Processing and Delivery of Results

Once your sample is returned to our UK laboratory, you can expect to receive your detailed report within 15 business days. Please ensure that you have provided an accurate email address during purchase, as results will be emailed directly to the address on file. Global Genetic Labs cannot be held liable for non-receipt of results due to an incorrect email address provided by the customer.

Cancellations

Orders can only be cancelled prior to despatch. Due to the immediate processing requirements of genetic testing kits, once the product has been shipped, no cancellations are possible. We advise customers to review their order carefully before purchase.

Contact Us

For any questions regarding our Returns and Refunds Policy, or if you believe you have received a faulty product, please contact our support team:

Our team is here to assist you with any inquiries or concerns you may have regarding your purchase.

Global Genetic Labs is committed to providing safe, reliable genetic testing with clear policies to support transparency and confidence in our services.