Policies

Refund Policy

Sequencing.com is an online service. You need a computer with Internet access to use our service and to view your genetic data.

Your placement of an order from Sequencing.com constitutes your acceptance of our Terms of Service, Privacy Policy, and the Refund Policy below. When orders are placed for our Whole Genome Sequencing services, this constitutes your acceptance of the Kit Order Terms and Conditions. And when orders are placed for our Genome Plan subscriptions, this constitutes your acceptance of the Genome Plan Terms.

A. Apps and Reports

When you purchase a DNA analysis app or report, requesting a refund is simple, worry-free and hassle-free. If you're not happy with your app or report order, we'll make it right.

To request a refund:

1. Submit a Support Request within thirty (30) days of your order.
2. Include in your Support Request why you're not happy with your order.
3. If there is an issue with your app or report and you have not yet received your results, we'll fix the issue within five business days of your Support Request.
   • If the issue isn't fixed and access to the results still haven't been returned to you within five business days then we'll refund your order in the form of an account credit.

Refunds will not be provided once you've received access to the app or report results.

 

B. Genome Plan Subscriptions

All Genome Plan subscription fees paid are non-refundable. If you experience an issue with your subscription or have a question, please email [email protected].

 

D. DNA Testing and Whole Genome Sequencing Services

All sales our whole genome sequencing services are non-refundable. No refunds will be issued after an order is placed at Sequencing.com that includes a DNA collection kit for our whole genome sequencing service.

Changes to an Order: When an order is placed for our whole genome sequencing service, a DNA collection kit will be mailed to the address provided at the time of the order. If there is an issue with the mailing address, please email [email protected] as soon as possible after placing an order with the order number and description of the issue.

If you experience an issue with your DNA collection kit or your whole genome sequencing service, please email [email protected] and we'll work with you to make it right.

 

E. DNA Art US

Refunds: Due to the unique nature of genetically-tailored artwork, all sales of DNA Art US products are non-refundable. No refunds will be issued under any circumstances after an order is placed at Sequencing.com for a product made by DNA Art US. 

Changes to an Order: After placing an order for artwork from DNA Art US, any modifications to the order must be emailed to [email protected] and agreed to in writing by DNA Art US prior to DNA Art US printing the finalized image. No modifications can be made to an order once the finalized image is printed.

Packaging and Shipping: Each piece of DNA art is professionally packaged prior to shipment. DNA Art US utilizes shippers that have an excellent record of delivering artwork in perfect condition. In the rare event that a product is damaged, please immediately contact [email protected] to report the claim. Please attach to your email several photographs of a) the shipping box and b) the product. The photographs must clearly show the area(s) of concern. DNA Art US will review the claim and may require the product to be returned to DNA Art US for examination. Determination of the legitimacy of a claim will be made solely by DNA Art US. For claims determined to be legitimate, a replacement product of similar specifications will be provided by DNA Art US.

 

Refund Processing

Any refunds provided under this policy will be issued as an account credit within five days after confirmation of the refund by our Support team.

For refunds issued back to the payment method, international orders paid for in US dollars will be refunded at the exchange rate for USD effective at the time the refund is issued. If a refund is issued after a change to the currency rate, customers may receive a refund amount greater or lesser than what they paid in their local currency. Sequencing.com is not responsible for currency rate changes that occur after the order is placed.