Standard Refund Policy
If you request a refund, we will refund the balance of the total purchase price after subtracting your shipping/handling charges, payment gateway fees, and administration charges.
To receive a refund for an unused kit, you must notify us or our assignee within ten (10) days of receiving your order, that you request a refund and confirm that you have not yet shipped your saliva sample back to Cliniva Research. Please review the refund restrictions and exclusions below.
If you want to request a refund on your order, please email us at email@example.com
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Following notification to Cliniva Research of your request for a refund for an online order, you must also return the saliva collection kit, which has a pre-paid shipping envelope included when you receive the saliva collection kit, back to us within ten (10) days of the date of which you request a refund. Once we have confirmed receipt of your saliva collection kit within the ten (10) day window, we will refund the balance of the total purchase price after subtracting your shipping/handling charges, payment gateway fees, and administration charges.
We will not issue a refund if (i) you request a refund more than ten (10) days after you receiving order, (ii) our laboratory had begun processing your saliva sample prior to your request for refund, (iii) we do not receive your saliva collection kit within ten (10) days of your request for refund, (iv) you have registered your saliva collection kit; (v) you have opened the saliva collection kit and provided your saliva sample.
Any refunds provided under this policy will be issued to the same credit card(s) used for the purchase and will be processed within 10 business days of confirmation by our Customer Care team that the conditions of the refund have been met. 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.
Laboratory Processing Errors
The laboratory may not be able to process your sample and the analysis may result in errors. The laboratory may not be able to process your sample if your saliva sample does not contain enough DNA volume, you do not provide enough saliva, or the results do not meet the requisite quality and accuracy standards.
If the laboratory processing fails because of any of these reasons, the user has one of two options:
Cliniva Research will process the same saliva sample without any additional charges to the user. If the second attempt fails, (a) Cliniva Research will offer to ship another kit to the user to collect a second saliva sample at no charge; or (b) the user may elect a full refund of the amounts paid to Cliniva Research.
If the user elects a refund under (b) and subsequently purchases another test that is not successful, the user will not be entitled to a re-test or a refund for that purchase. Despite established standards for the processing of saliva samples, a small fraction of data processed during the laboratory process may not be capable of interpretation or may be incorrect (referred to as “Errors”). Users are not entitled to refunds arising from Errors.