We believe in complete transparency. Here is exactly what you are entitled to at every stage of your order — no fine print, no surprises.
We stand behind every test we offer.
At Gene Matrix, we understand that ordering a genetic test is a meaningful decision. We are committed to delivering accurate, actionable results — and to making the process as risk-free as possible. This Return & Refund Policy explains exactly what you can expect at every stage of your order.
Because genetic testing involves laboratory processing of biological samples, our refund eligibility is tied to the stage your order has reached. The earlier you contact us, the more we can do for you.
Questions? We're here.
Contact our support team at support@genematrix.io or call 1-800-GENE-MTX before taking any action — we will always try to find the best solution for your situation.
Full, partial, or replacement — depends on where your order is.
Your refund eligibility depends on the stage your order has reached. Here is a clear breakdown:
Order placed — kit not yet shipped
Cancel any time before your kit ships and receive a 100% refund to your original payment method within 5–7 business days.
Kit shipped — sample not yet received at lab
If your kit has shipped but we have not received your sample, you may receive a partial refund (test price minus the kit and shipping cost, typically $15–$25). Do not return the kit — it is yours to keep.
Sample received — processing not yet started
Once your sample arrives at our CLIA-certified lab, we can offer store credit equal to the full test value, valid for 12 months. Contact us immediately — processing windows are short.
Sample processing has begun
Once laboratory analysis begins, we cannot issue a refund due to the irreversible nature of sample processing. However, if you are dissatisfied with your results or experience, please contact us — we will work to make it right.
We replace defective kits at no charge, no questions asked.
If your DNA collection kit arrives damaged, defective, or with missing components, we will ship a replacement kit at absolutely no charge. This applies regardless of the stage of your order.
To request a replacement, contact us within 30 days of receiving your kit and include:
Replacement kits are shipped via standard mail and typically arrive within 5–7 business days. Expedited shipping is available upon request.
If we cannot deliver results, we re-test at no cost.
In rare cases, a sample may not yield sufficient DNA for analysis — this can happen due to low sample volume, contamination, or degradation during transit. If this occurs:
We will send a new collection kit and re-run the analysis at no additional charge — one time per order.
If a second sample also fails, you are entitled to a full refund of the test price.
Note: Failure due to not following the collection instructions (e.g., eating or drinking within 30 minutes of collection) may not qualify for a free re-test. Please follow the instructions included in your kit carefully.
Cancel any time — no lock-in, no penalties.
Gene Matrix subscription plans (Essential, Professional, and Enterprise) can be cancelled at any time from your account dashboard or by contacting support. Here is how cancellations work:
Your subscription remains active until the end of the current billing period. You will not be charged again after cancellation.
We do not offer prorated refunds for partial billing periods. However, if you cancel within 7 days of a renewal charge and have not used any tests in that period, contact us for a courtesy refund review.
Any unused tests included in your plan expire at the end of your billing period. We recommend using them before cancelling.
Yes — you can pause your subscription for up to 3 months from your account settings. Tests do not expire during a pause.
Simple 3-step process — most resolved within 5 business days.
Requesting a refund is straightforward. Follow these steps:
Email support@genematrix.io or call 1-800-GENE-MTX (Mon–Fri, 9 AM–6 PM PST). Include your order number and reason for the request.
Our team will review your order status and eligibility within 1–2 business days and confirm the refund amount.
Approved refunds are processed to your original payment method within 5–7 business days. Store credit is applied instantly.
A few things we cannot refund — listed clearly here.
The following are not eligible for refunds under any circumstances:
If you believe your situation warrants an exception, please contact us. We review all cases individually and will always try to find a fair resolution.
Our support team is ready to help.
Have a question not covered here? Our customer support team is available Monday through Friday, 9:00 AM – 6:00 PM PST.
Our support team is available Monday–Friday, 9 AM–6 PM PST. We typically respond within 2 hours.
We use cookies to ensure our website functions securely and to improve your experience. As a healthcare provider handling sensitive genetic data, we adhere to strict HIPAA and GDPR standards. No personal health information (PHI) is ever stored in cookies. You can customize your preferences below.