Refund Policy – DNA Labs Kenya
Last updated: 19 June 2025
- Scope
This Refund Policy applies to all genetic-testing products and services (“Tests”) purchased directly through the DNA Labs Kenya website (https://dnalabskenya.com) or any of our authorised booking channels. The entire website, including this policy, is provided strictly for educational and research purposes and does not create any legally enforceable rights or warranties. By ordering a Test you acknowledge and accept the disclaimers, limitations of liability, and refund conditions set out below. - Important Disclaimers
- Information and reports supplied by DNA Labs Kenya are prepared with great care, yet no genetic test is 100 % accurate; sampling errors, technical limitations, and biological factors may affect results.
- DNA Labs Kenya gives NO guarantees, warranties, or representations—express or implied—regarding the completeness, accuracy, or fitness for any particular purpose of its Tests, reports, or website content.
- DNA Labs Kenya, its officers, employees, and affiliates shall not be liable for any direct, indirect, incidental, or consequential loss arising out of the use—or inability to use—our information, Tests, or reports.
- Nothing on our site or in our reports constitutes medical, legal, or financial advice; always consult a qualified clinician before making healthcare decisions.
- Cancellation & Refund Windows
3.1 Before Sample Collection / Kit Dispatch
- You may cancel in writing (support@dnalabskenya.com) within 24 hours of payment and before your sample is collected or a home-collection kit is dispatched.
- Eligible cancellations receive a full refund less KES 1,000 to cover payment-gateway and administrative charges.
3.2 After Kit Dispatch but Before Lab Receipt
- If the security seal is unbroken, return the kit within 7 calendar days (courier at your cost) and email proof of shipment.
- A 20 % restocking fee plus all shipping costs will be deducted; the balance will be refunded to your original payment method.
3.3 After Laboratory Processing Has Begun
- Once your sample is registered in the laboratory information system, no monetary refund is available.
- If we are unable to generate a report due solely to an internal laboratory error, we will offer EITHER a complimentary repeat test OR a refund of the amount paid for that Test—at our sole discretion. This is the full extent of our liability.
- Non-Refundable Items & Services
- Opened or tampered collection kits
- Samples rejected because of inadequate quantity/quality, improper handling, or late arrival
- Completed genetic counselling sessions, doctor consultations, or courier fees
- Gift cards and promotional vouchers
- How to Request a Refund
Step 1 – Email support@dnalabskenya.com with your order number, full name, mobile number, and reason for the request.
Step 2 – Our customer-care team will acknowledge within two business days and may ask for additional documentation (e.g., photos of kit seal, courier receipt).
Step 3 – Once eligibility is confirmed, refunds are processed to the original payment channel within 7–14 Kenyan business days. Bank-transfer delays are outside our control. - Chargebacks & Disputes
Initiating a chargeback without first following the procedure above may delay resolution. DNA Labs Kenya reserves the right to challenge unjustified chargebacks and to suspend future services to the account holder. - Amendments
DNA Labs Kenya may revise this Refund Policy at any time by updating the online version. Continued use of our website or services after changes are posted constitutes acceptance of the revised terms. - Contact
Email: support@dnalabskenya.com
Phone/WhatsApp: +254 (0) 7 23 448 888
DNA Labs Kenya, Nairobi, Kenya
This policy is issued for informational purposes only. While DNA Labs Kenya strives for transparency and fairness, we make no legal warranties and retain sole discretion over all refund decisions.