Returns & Refunds Policy

Effective date: [September 1st, 2024]

30-Day Return Window

Genome Based Diagnostics offers a 30-day return policy for eligible diagnostic products. We accept returns within 30 days of delivery for qualifying items. To start a return, please contact support@genomebaseddiagnostics.com with your order number and the diagnostic kit(s) you’d like to return.

Return Eligibility

To be eligible for a return under our diagnostic kit return policy:

Items must be unused, unopened, and in original packaging
Items must be in resalable condition
Return requests must be submitted within 30 days of delivery

Non-Returnable Items (Health & Safety)

For health, safety, and regulatory compliance reasons, medical test kits and diagnostic products cannot be returned if they are:

Opened or used
Missing or broken seals
Collected, activated, or otherwise used
Marked as final sale at the time of purchase

These restrictions help ensure safety and accuracy for all Genome Based Diagnostics testing products.

Return Shipping Costs

If a return is due to our error (incorrect item, damaged or defective diagnostic kit on arrival), we will provide a prepaid return shipping label.
For all other eligible returns, customers are responsible for return shipping costs unless otherwise stated in writing.

Damaged, Defective, or Incorrect Items

Please inspect your diagnostic testing order upon delivery. Contact us within 48 hours if your item is damaged, defective, or incorrect. When submitting a claim, include photos of:

The diagnostic kit
The packaging
The shipping label (if visible)

If approved, we will issue a replacement or refund according to our refund policy.

Refunds

Once your return is received and inspected, Genome Based Diagnostics will notify you of the approval status. If approved:

Refunds are issued to the original payment method
Please allow 5–10 business days for your bank or credit card provider to process the refund

Exchanges

We do not offer direct exchanges for diagnostic products. The fastest option is to return the eligible item under our returns and refunds policy and place a new order.

Cancellations

If you need to cancel an order, contact support@genomebaseddiagnostics.com immediately. If your order has already been processed or shipped, cancellation may not be possible and you may need to follow the return process outlined above.

Contact

Email: support@genomebaseddiagnostics.com
All return requests should include your order number and the email address used at checkout.