1. Our Commitment to You
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.
2. Refund Eligibility by Stage
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:
STAGE 1
Full Refund
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.
STAGE 2
Partial Refund
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.
STAGE 3
Store Credit
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.
STAGE 4
No Refund
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.
3. Defective or Damaged Kits
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:
Your order number
A brief description of the issue
A photo of the damaged or defective item (if applicable)
Replacement kits are shipped via standard mail and typically arrive within 5–7 business days. Expedited shipping is available upon request.
4. Failed or Inconclusive Tests
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:
Free Re-test
We will send a new collection kit and re-run the analysis at no additional charge — one time per order.
Full Refund Option
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.
5. Subscription Plan Cancellations
Cancel any time — no lock-in, no penalties.
Your Gene Matrix membership can be cancelled at any time from your account dashboard or by contacting support. Here is how cancellations work:
When does my access end?
Your subscription remains active until the end of the current billing period. You will not be charged again after cancellation.
Can I get a refund for unused time?
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.
What happens to my unused tests?
Any unused tests included in your plan expire at the end of your billing period. We recommend using them before cancelling.
Can I pause instead of cancel?
Yes — you can pause your subscription for up to 3 months from your account settings. Tests do not expire during a pause.
6. How to Request a Refund
Simple 3-step process — most resolved within 5 business days.
Requesting a refund is straightforward. Follow these steps:
01
Contact Support
Email support@genematrix.io or call 1-800-GENE-MTX (Mon–Fri, 8 AM–5 PM CT). Include your order number and reason for the request.
02
We Review Your Request
Our team will review your order status and eligibility within 1–2 business days and confirm the refund amount.
03
Refund Issued
Approved refunds are processed to your original payment method within 5–7 business days. Store credit is applied instantly.
Refund timeline: Credit card refunds typically appear within 5–7 business days depending on your bank. HSA/FSA card refunds may take up to 10 business days.
7. Non-Refundable Items & Exceptions
A few things we cannot refund — listed clearly here.
The following are not eligible for refunds under any circumstances:
Tests where sample processing has already begun
Digital reports that have been accessed and downloaded
Genetic counseling sessions that have been completed
Expedited shipping fees (unless the delay was our fault)
Promotional or discounted tests purchased as part of a bundle (individual items within a bundle cannot be refunded separately)
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.
8. Contact Us
Our support team is ready to help.
Have a question not covered here? Our customer support team is available Monday through Friday, 8:00 AM – 5:00 PM CT.
EMAIL
support@genematrix.io
PHONE
1-800-GENE-MTX
LIVE CHAT
Available on site
Still have questions?
Our support team is available Monday–Friday, 8 AM–5 PM CT. We typically respond within 2 hours.
Email Support
Browse FAQ
Still have questions?
Our support team is available Monday–Friday, 8 AM–5 PM CT. We typically respond within 2 hours.