1. Introduction and Scope
This Return and Refund Policy explains when and how refunds or returns may be granted for services and kits provided by DNA Labs Kenya (“we”, “us”, “our”). It applies to all tests booked directly with DNA Labs Kenya, whether ordered online, by phone, or through our office.
Contact Details
DNA Labs Kenya
Complex Office Block, 1st Floor, Nova Likoni Mall
Nova Likoni Mall, Mombasa, Kenya
Phone: +254 746849631
Email: info@dnalabskenya.com
By purchasing a test, using a collection kit, or submitting a sample to DNA Labs Kenya, you accept the terms of this Return and Refund Policy.
2. Key Principles
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DNA and genetic tests are professional medical‑laboratory services, not ordinary retail products.
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Once a biological sample has been collected (at home, clinic, or hospital) for a DNA Labs Kenya test, no refunds or returns are available under any circumstance.
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Resampling (providing a new sample) and retesting are always chargeable services, even for inconclusive or no‑result outcomes, unless we decide otherwise at our sole discretion in rare internal‑error cases.
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Unused, unopened kits may qualify for limited refunds or exchanges within defined timeframes and conditions.
3. Refund Eligibility and Timeframes
3.1 General eligibility
You may request a refund only in the following situations:
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Before kit dispatch or appointment confirmation
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You have paid, but no kit has been shipped and no sample‑collection appointment has been confirmed.
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After kit dispatch but before sample collection
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You have received a kit but have not used it, and no sample has been collected or delivered to the lab.
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Refund eligibility is time‑limited:
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Standard refund requests must be submitted within 7 calendar days of payment and before any sample collection.
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After 7 days, or once a sample is collected, the order becomes non‑refundable.
3.2 By stage of the process
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Before kit is shipped / no clinic booking yet
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Eligible for a refund, subject to administrative and transaction deductions.
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After kit is shipped but before sample is collected or received by the lab
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Eligible for a partial refund only if the kit is returned unused, sealed, and undamaged within the specified period.
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After sample is collected (home, clinic, hospital) – whether or not it has reached the lab
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No refund is available.
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After sample is received by the lab (even if testing has not started)
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No refund is available.
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Once testing has started, is in progress, or completed
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No refund is available, even if the result is inconclusive, unclear, or not clinically useful.
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If more than 30 days have passed since purchase and you have not requested a refund (and/or the sample window has expired), the order is considered closed and fully non‑refundable.
4. Deductions, Fees, and Non‑Refundable Charges
Where a refund is allowed (only before sample collection), the following apply:
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Administrative / processing fee
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A reasonable administrative fee may be deducted to cover booking, customer support, and processing time.
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Payment‑gateway or bank charges
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Any non‑refundable fees charged by mobile money, card processors, banks, or payment gateways may be deducted from the refund.
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Shipping and logistics costs
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Outbound shipping, courier, or special delivery fees are non‑refundable once the kit has been dispatched.
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Restocking fee for unused kits
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A restocking and quality‑control fee may be deducted for returned, unused kits to cover discarded components and re‑inventory.
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Professional collection, home visit, or clinic fees
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Any charges for nurse/phlebotomist visits, clinic booking, or professional sample collection are non‑refundable, even if you later cancel the test.
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Legal, immigration, or clinical test deposits
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Any specified deposits or booking fees for legal, immigration, or high‑complexity clinical tests are typically non‑refundable once the booking is confirmed.
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Exact fee amounts or percentages may be shown on your invoice or communicated at the time of booking.
5. Returns of Unused Kits and Return Procedures
5.1 How to initiate a return or refund request
To request a return or refund (only if no sample has been collected):
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Contact us by phone or email with:
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Your full name
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Order number / test ID
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Date of purchase
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Reason for the request
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We may ask for additional documentation or a written form for our records.
5.2 Condition of kits
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Only unused, unopened, and undamaged kits may be considered for return.
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Kits that have been opened, used, tampered with, or contaminated cannot be returned due to hygiene and biohazard considerations.
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If the kit seal is broken, or collection components (swabs, tubes, etc.) have been opened or used, the kit is considered used and non‑returnable and non‑refundable.
5.3 Return shipping
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Unless stated otherwise in writing, you are responsible for the cost and arrangement of returning unused kits to DNA Labs Kenya.
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Kits must be packaged securely and returned to the address we provide.
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We may not provide prepaid return labels or envelopes by default.
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Kits returned after the approved return window, or in poor condition, will not qualify for a refund.
5.4 Damaged or defective kits
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If you receive a clearly damaged or incomplete kit, you must notify us as soon as possible (ideally within 48 hours of delivery) with photos and order details.
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We will assess the issue and, if confirmed, will provide a replacement kit at no extra charge.
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A damaged or defective kit does not automatically entitle you to a cash refund; our primary remedy is replacement.
6. Processing and Timeline for Approved Refunds
For refund requests that meet our criteria (before sample collection and within the allowed time):
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We will review your request and supporting information.
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If approved, we will confirm the refundable amount after deducting any applicable fees.
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Refunds will normally be processed within 10–21 working days after approval and, if applicable, after we receive and inspect any returned kit.
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Unless otherwise agreed in writing, refunds are issued to the original payment method (e.g., mobile money, bank card, bank transfer).
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In certain cases, we may offer store credit instead of a cash refund, especially for partial refunds or where you wish to change to a different test.
Refunds are not guaranteed after 30 days from the original purchase date, except where there is a proven billing error.
7. Non‑Refundable Situations (Strict No‑Refund Cases)
No refunds are provided in any of the following situations:
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Sample has been collected, regardless of where or by whom (home, clinic, hospital, or partner site).
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Sample has been received by the lab, even if testing has not yet started.
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Testing has started, is in progress, or is completed, regardless of result outcome.
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Tests related to legal, immigration, or court matters where chain‑of‑custody has been initiated.
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You miss the sample submission deadline specified for the kit (e.g., more than 6 months after purchase).
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You fail to follow collection, packaging, or shipping instructions, resulting in spoiled, contaminated, or insufficient samples.
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You request cancellation after being notified that the lab has received your sample.
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Results have already been released, printed, or sent to you or your authorized healthcare provider.
For such cases, the full test fee is considered earned, and no refund or credit will be issued.
8. Special Circumstances and Lab Errors
Because your instruction is that resample and retest are also charged, the default policy is:
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If your result is inconclusive, unclear, or no result due to sample quality, biological factors, or technical limitations, you may request a new test or resample at your own cost.
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If the lab is unable to produce any result from your sample for reasons beyond our control (e.g., degraded sample), the test fee remains non‑refundable.
In extremely rare situations where an internal investigation confirms a clear, significant laboratory error (such as mislabeling or technical failure solely attributable to us), DNA Labs Kenya may, at its sole discretion:
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Offer a free repeat test using a new sample; or
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Offer a partial credit toward a future test.
Even in such cases, cash refunds are not guaranteed, and any remedy will be limited to the cost of the original test; we do not compensate for indirect or consequential losses.
8.1 Billing mistakes or incorrect pricing
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If an obvious billing or pricing error is identified (for example, double‑charging or wrong test billed), we will correct the charge and, where appropriate, issue a partial or full refund of the overpaid amount.
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This correction is limited to the over‑charged portion and does not affect the underlying no‑refund policy once samples are collected.
8.2 Switching to a different test
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Before sample collection, you may request to switch to a different test.
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If the new test is more expensive, you must pay the difference.
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If it is cheaper, the difference may be credited to your account or partially refunded after deductions, at our discretion.
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Once a sample is collected for a specific test, switching tests is not possible without paying for a new test.
9. Inconclusive or Unclear Results
Given your specified policy:
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If your result is inconclusive, “no result”, or technically limited, no refund is offered.
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You may choose to:
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Pay for a new sample and retest, or
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Discuss alternative tests or clinical options with your doctor.
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If the lab determines that the sample was unsuitable, contaminated, or collected outside stability guidelines, we may recommend a new test at your cost; the original fee is non‑refundable.
10. Changes, Governing Law, and Contact
DNA Labs Kenya may update this Return and Refund Policy from time to time to align with Kenyan law, industry practice, or internal changes. The latest version will be posted on our website with an updated “last updated” date.
This Policy is governed by the laws of the Republic of Kenya, and any disputes relating to refunds or returns will be handled according to those laws, in line with our main Terms and Conditions.
For questions or to submit a refund/return request (where eligible), contact:
DNA Labs Kenya – Refunds and Returns
Complex Office Block, 1st Floor, Nova Likoni Mall
Mombasa, Kenya
Phone: +254 746849631
Email: info@dnalabskenya.com