🔄 Return & Refund Policy

Genestrail Return & Refund Policy

Last Updated:

Because genetic testing kits are personal health items, returns are only accepted in these two situations:
You received a physically damaged or factory-defective product.
You received an incorrect product different from the item you ordered.

Any issue must be reported within 3 calendar days of delivery. Contact us via WhatsApp (+91‑7505672539) or email info@genestrail.com and attach clear photos or videos of the defect or wrong item.

⏱️ We review your evidence within 4 hours

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What Qualifies for a Return

If your request does not fall under the two valid reasons below, no further action will be taken – the return will not be accepted.

✅ We Accept Returns When

The test cassette, swab, lancet, or any component is physically broken or crushed.
A manufacturing defect is present (missing parts, seal already broken upon arrival).
The package contents do not match your order (wrong test kit or panel).

❌ We Do NOT Accept Returns For

Change of mind or ordering the wrong kit by mistake.
Items where you broke the security seal after delivery (unless it was already damaged before opening).
Any kit that has been used or that you attempted to use.
Requests made more than 3 calendar days after the delivery date.
Any issue that is not physical damage, manufacturing defect, or receiving an incorrect product.

📅 The 3‑Day Window: How It’s Calculated

The clock starts the moment your tracking shows “Delivered”. Weekends (Friday–Saturday) count. You only need to contact us within 3 days – attach photos/videos, and we will review within 4 hours. The actual pickup can follow later.

Delivered Monday → notify us by Thursday.
Delivered Thursday → notify us by Sunday.
All times are UAE local time.

Send your evidence via WhatsApp or email.

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Return Process – Step by Step

Contact Support

WhatsApp +91‑7505672539 or email info@genestrail.com with your order number and clear photos/videos of the defect or wrong item.

Get Approval (within 4 hours)

We review your evidence within 4 hours. If valid, you choose free replacement or full refund. If the issue isn’t covered, we’ll explain why – no return will be arranged.

Free Pickup Scheduled

We arrange a free pickup at your address within 24–48 hours. You don’t need to ship anything yourself.

Instant Resolution at Pickup

When our courier arrives to collect the item, we verify it on the spot. For replacements, you receive the new sealed product right then. For COD refunds, we hand you the cash amount immediately.

Prepaid Refund Processing

If you paid online (card/bank), the refund is initiated after the successful pickup. It takes 7–10 business days to appear on your original payment method.

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Replacement Policy

Free identical product handed over at the time of pickup.
Brand new, factory-sealed kit with the same warranty.
No waiting for separate shipping – the replacement arrives with the pickup courier.
Available only after our 4‑hour verification confirms a valid defect/error.

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Refund Policy

Full product price refund – no deductions, no restocking or hidden fees.
Cash on Delivery: Refund given in cash at the time of pickup.
Prepaid orders: Money returns to original payment method within 7–10 business days after pickup.
All refunds are processed at zero cost to you.

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Non‑Returnable Items (Unless Defective or Incorrect)

The following cannot be returned, unless they fall under our two valid reasons (physically damaged/defective on arrival, or we sent the wrong item):

Test kits that have been opened or unsealed by you after delivery.
Products showing any sign of use or attempted use.
Kits ordered incorrectly by the customer (wrong panel chosen).
Any return request made more than 3 calendar days after delivery.

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Frequently Asked Questions

What qualifies as a defective genetic test kit?

A kit is considered defective only if it arrives with physical breakage, missing components, or a broken seal before you open it. An unexpected test result is not a defect and cannot be returned.

Can I return a test kit if I ordered the wrong DNA panel?

No. Ordering the wrong panel is considered a change of mind and is not eligible for return. Please double-check your selection before ordering.

Do I have to pay for return shipping on a defective product?

No. We cover all pickup and shipping charges for valid returns.

How quickly will I receive a replacement test kit?

You receive the replacement at the time of pickup, typically within 24–48 hours of approval.

Can I get a refund instead of a replacement?

Yes. After verification, you may choose either a free replacement or a full refund.

What if I receive the wrong test kit?

That is one of the valid reasons. Contact us within 3 days with evidence, and we will arrange a replacement or refund.

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Need to Start a Return? Contact Us Now

We review your case within 4 hours – fast and free.

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WhatsApp

Fastest response · 4‑hour review

+91‑7505672539

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Email

Include order number + photos/videos

info@genestrail.com

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Support Hours

24/7 Return Requests

Approval within 4 hours

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Our Commitment to You

At Genestrail, we stand behind the quality of our genetic testing kits. If something goes wrong with your order, we make it right – quickly and without hassle. Your trust is our priority.

Thank you for choosing Genestrail for your genetic insights.