| 23andMe is an online service. You need a computer with Internet access to use our service and to view your genetic data. Throughout our website, we provide detailed information regarding the genotyping process and what you can expect or may experience from our service. Please review this information prior to purchasing. Your placement of an order from 23andMe constitutes your acceptance of our Terms of Service and your agreement that the policies below apply to your order, so be certain you understand them before placing your order. |
Standard Refund Policy
If you request a refund, we will refund the balance of the total purchase price after subtracting your shipping and handling charges.
To receive a refund for an unused kit, you must notify us within thirty (30) days of placing your order in 23andMe’s online store that you request a refund and confirm that you have not yet shipped your saliva sample to our laboratory. Please review the refund restrictions and exclusions.
- If you want to request a refund on your entire order, complete our online form.
- If you are interested in refunding part of a multiple kit order, contact Customer Care.
In the event that you have had two sample failures, we will refund the purchase price of your kit minus shipping and handling charges. Learn more.
Restrictions and Exclusions
We will not issue a refund if (i) more than thirty (30) days have passed since your order was placed or (ii) if your saliva sample has been received at our laboratory. For kits purchased at a conference or event, 23andMe will only refund the lab fee paid directly to 23andMe. In the case of kits purchased through an authorized retailer, please consult the retailer’s refund policy to determine if your kit is eligible to receive a refund.
Chip Upgrades are non-refundable.
Refund Processing
- Any refunds provided under this policy will be issued to the same credit card(s) used for the purchase and will be processed within 21 business days of confirmation by our Customer Care team that the conditions of the refund have been met. If the purchasing card cannot be automatically refunded, a reward email will be sent giving the option to redeem a refund in the form of an egift card from a selection of brands* available in your region. At the time your refund is requested and we confirm that your sample has not already begun to be processed by our laboratory, we will invalidate your saliva collection kit and any sample sent to our laboratory using that kit will not be processed.
- International orders paid for in US dollars are refunded at the exchange rate for USD effective at the time of the refund request. 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. 23andMe is not responsible for currency rate changes that occur after the order is placed.
- If a purchase of 2 or more kits is what qualifies your order for a discount and you request a refund on part of the order or if a sample fails analysis twice, the discounted kit price will be refunded first.
- If you want to request a refund on your entire order, complete our online form.
- If you are interested in refunding part of a multiple kit order, contact Customer Care.
*for individuals within the United States, the egift card brand selection includes: Amazon, Apple iTunes, Bass Pro Shops, Cineplex Odeon, Roots Canada, Starbucks