Refund & Return Policy

Last updated: June 2026

Genetic and diagnostic testing services work differently from physical retail goods, so our refund policy reflects the stage your order has reached rather than a standard “return” process.

1. Before your kit is dispatched or your phlebotomist visit is scheduled

If you cancel your order before your home collection kit has been dispatched, or before your phlebotomist visit has been scheduled, you are entitled to a full refund.

2. After dispatch, before sample collection

If your kit has already been dispatched, or your phlebotomist visit has been scheduled but your sample has not yet been collected, you may cancel for a refund minus a courier and handling fee.

3. After your sample has been collected

Once your sample has been collected and received by our laboratory, processing begins, and the order is no longer eligible for a refund. This is because laboratory processing, sequencing, and clinical resources are committed at this stage.

4. If your sample is rejected by the laboratory

Occasionally a sample cannot be processed, for example due to insufficient quantity, degradation in transit, or contamination. In this case, we will send you a replacement kit, or arrange a repeat phlebotomist visit, at no additional cost to you.

5. If your kit is lost, damaged, or does not arrive

If your kit does not arrive, or arrives damaged, contact us at info@genetixtests.co.za and we will dispatch a replacement at no additional cost.

6. Incorrect orders

If you ordered the wrong test in error, contact us as soon as possible at info@genetixtests.co.za. If your kit has not yet been dispatched or your sample has not yet been collected, we can correct your order or process a refund under the terms above.

7. How refunds are processed

Approved refunds are processed back to your original payment method via our payment gateway provider, and typically reflect within 5 business days.

8. Contact us

For any questions about cancellations or refunds, contact us at:

info@genetixtests.co.za, +27 63 748 3348, Office Suite 2, 108 Albert Rd 5th Floor, Woodstock, Cape Town, South Africa, 7925