Refunds

Full refund within 30 days of ordering, as long as your results haven’t been delivered. Once your results are delivered, the guarantee no longer applies.

The guarantee applies the same way to every test we sell, each at its own self-pay price:

• Nutrigenomics: the self-pay price you paid, under the guarantee above.
• Pharmacogenomics: the self-pay price you paid, under the guarantee above.
• GeneCancer: the self-pay price you paid, under the guarantee above.
• For families: the self-pay price you paid, under the guarantee above.
• Oral Health DNA: the self-pay price you paid, under the guarantee above.

Once insurance billing opens for our pharmacogenomics (PGx) test, how a refund works for an order billed to a health plan is [To be confirmed] by counsel.

When you turn on automatic renewal at checkout, the first year of GeneMatrix+ is included with your genetic test, so it is not charged or refunded on its own.

If your order is refunded in full, the GeneMatrix+ year that came with it ends too: we cancel it at once, so it doesn’t renew and nothing more is charged. A partial refund leaves GeneMatrix+ as it is.

Whether a renewal charge for GeneMatrix+ is refunded if you cancel soon after it is [To be confirmed].

Write to info@genematrix.io, or call 847-302-9668, to ask for a refund under the guarantee above.

A refund goes back to the payment method you paid with. How soon it shows depends on that method and your bank or payment provider. If you paid with a pay-over-time service such as Klarna, the refund goes to that service, which updates or closes your plan with it.

A donor transplant: if you have ever had a bone marrow or stem cell transplant from a donor, we can’t test a sample from your mouth reliably. Don’t mail it: call 847-302-9668 or email info@genematrix.io, and we’ll refund you.

A recent blood transfusion: wait until 4 weeks have passed, then use the same kit. There’s nothing to refund, and the order stays as it is.

A kit that isn’t activated: it is held for 30 days, then not tested. Whether a refund or a new kit follows is [To be confirmed].

Any other sample the lab can’t test (for example one that leaked in the post): what happens next is [To be confirmed].

How the guarantee applies when an order covers more than one report, and only some have been delivered, is [To be confirmed].

We ship within the US only for now, and US shipping is free, so an order carries no shipping fee to refund.