Return and Refund Policy – GENERAL GENETICS CORPORATION (GGC DNA)

General Genetic Corporation
3655 Research Drive, Las Cruces, NM 88003, United States
Phone: +1 267 388 9828
Email: info@ggcdna.com

Policy Overview

No returns or refunds are provided once a sample has been collected, regardless of test type or program. This is because laboratory analysis begins immediately upon sample receipt and consumes reagents, consumables, staffing capacity, and instrument time, which are not recoverable.

Resample and retest, when applicable, are provided as new billable services and are chargeable at the then‑current rates.

This policy applies to all customers in the United States and to all tests offered by GGC DNA unless a written contract states otherwise.

Refund Eligibility and Timeframes

• Before kit dispatch: Eligible for a refund, less applicable administrative and payment processing fees, if the request is received before the kit ships.

• After kit dispatch but before sample is received by the lab: Eligible for a partial refund only after the unused kit is returned and verified in acceptable condition; shipping and handling are non‑refundable, and a restocking fee applies.

• After sample receipt at the lab: Not eligible for any refund under any circumstance.

• After testing has started/in progress: Not eligible for any refund under any circumstance.

• Inconclusive/unclear results: Not eligible for a refund; resample/retest is available for purchase.

• Test type differences: Clinical, preventive/wellness, legal/chain‑of‑custody, immigration, and research-associated tests all follow the same no‑refund rule once a sample is collected.

Time limits to request a refund before shipment or before sample receipt are strictly enforced as specified at purchase (e.g., 24 hours, 7 days, or 30 days from order date, depending on the product listing). Requests after the stated window are ineligible.

Refund Deductions and Fees

• Administrative/processing fee: Deducted from any pre‑dispatch cancellation.

• Restocking fee: Applied for returns of unused kits.

• Shipping/handling and courier charges: Non‑refundable.

• Return shipping: Customer is responsible for return shipping unless otherwise specified in writing.

• Third‑party fees: Payment gateway, PayPal, or card transaction fees are non‑refundable and may be deducted from any approved refund.

• Professional services: Any mobile phlebotomy, clinic collection, witnessing, notarization, or split‑kit charges already rendered are non‑refundable.

• Legal/chain‑of‑custody deposits: Non‑refundable once scheduling or file initiation occurs.

Illustrative structure (examples; specific amounts shown at checkout or invoice):

• Cancellation before dispatch: Refund minus administrative/processing fee.

• Cancellation after dispatch and before lab receipt: Up to 50% refund of kit price after the kit is returned and inspected; shipping non‑refundable; restocking may apply.

• After lab receipt/testing begins: No refund.

Return Procedures and Sample Handling

• How to initiate: Email support with your order number, full name, contact details, and a brief reason for cancellation/return. We may require a signed request form and government‑issued ID to prevent fraud.

• Returning unused kits: Follow the return shipping instructions provided by support. Unless explicitly stated, prepaid labels are not provided.

• Condition of returns: Kits must be sealed, unopened, and undamaged to qualify for any refund consideration. Opened or used kits are not eligible for return.

• Late returns: Kits returned after the allowed return window are not eligible for a refund and may be discarded for safety.

• Damaged/defective kits: Report within the specified timeframe from delivery with photos; after verification, a replacement kit or credit may be issued at our discretion.

Processing and Timeline for Refunds

• Review period: Refund requests are typically reviewed within 5–10 business days after receipt of all required documentation and, if applicable, return of the kit.

• Issuance: Approved refunds are issued to the original payment method; alternative methods (bank transfer, check, or store credit) may be offered at our discretion.

• Banking timelines: Your bank or payment provider controls the final posting timeframe.

• Purchases older than the stated window (e.g., 30 days): Not eligible for refunds.

Non‑Refundable Situations and Exceptions

No refunds for:

• Orders after sample collection, after lab receipt, or once testing has begun.

• Opened/used kits, or kits returned in non‑saleable condition.

• Missed sample submission deadlines (e.g., exceeding a posted 6‑month kit validity).

• Completed, delivered, or printed reports.

• Legal/immigration tests once scheduling/file initiation has occurred or any deposit has been paid.

• Cancellations after lab receipt notification.

Force majeure and carrier delays: We are not liable for shipping delays, customs holds, weather events, or other circumstances beyond our control.

Special Circumstances and Errors

• Laboratory error: If we determine a verifiable lab error prevented a valid result, we may offer a courtesy replacement kit or re‑run at our discretion; refunds are not provided once testing begins.

• Billing mistakes: Verified billing/price errors will be corrected by issuing a partial refund or additional charge as appropriate.

• Significant result delay: If a delay exceeds the posted turnaround time due to factors within our reasonable control, we may, at our discretion, offer a courtesy retest or fee credit; refunds are not provided once testing begins.

• Test switch: Prior to sample collection, you may request a switch to a different test; price differences and administrative fees apply. After collection, switches are not available.

• Contact changes/moving: You must update contact and shipping details promptly; failure to do so does not create refund eligibility.

Inconclusive or Unclear Results

• Inconclusive/unclear outcome: A new sample and retest can be purchased; no free retests are provided.

• Unsuitable/contaminated samples: If the lab determines that the sample was unsuitable due to collection, handling, or shipping not following instructions, a replacement kit may be purchased; refunds are not available.

• Failed results due to lab factors: Addressed under Special Circumstances and Errors; at our discretion, a courtesy replacement kit or re‑run may be offered; refunds are not available once testing begins.

Changes to This Policy

We may update this Return and Refund Policy from time to time. Material changes will be posted on our website and apply to orders placed after the effective date. Your continued use of our services after updates become effective constitutes acceptance of the revised policy.

If you have questions about this policy or need to initiate a request, contact:
Email: info@ggcdna.com | Phone: +1 267 388 9828 | Address: 3655 Research Drive, Las Cruces, NM 88003