At Rock Mobile DNA, customer satisfaction is our top priority. Due to the sensitive nature of DNA testing and the handling of personal genetic material, we have specific guidelines regarding returns and refunds:
1. Legal DNA Testing
- Non-Refundable Once Collected: Once a sample has been collected for a legal DNA test and the chain of custody process has begun, the service becomes non-refundable.
- Rescheduling: If you need to reschedule your appointment, please notify us at least 24 hours in advance to avoid a rescheduling fee.
2. Home DNA Kits
- Unopened Kits: You may request a refund for a home DNA kit if the kit is unopened and unused. The request must be made within 14 days of purchase.
- Opened Kits: Once the seal on the kit has been broken or the kit has been used, no refunds will be issued.
- Shipping Costs: Return shipping costs are the responsibility of the customer and are non-refundable.
3. Damaged or Lost Kits
- If your kit arrives damaged or is lost in transit, please contact us within 7 days of receipt. We will provide a replacement kit at no additional charge.
4. Results & Processing
- Refunds will not be issued due to unexpected or undesired test results.
- Delays caused by incomplete or contaminated samples are not eligible for refunds. However, we will work with you to resolve the issue and may provide a discounted re-test, if appropriate.