23andMe is an online service. You need a computer with Internet access to use our service and to view your genetic data. Throughout our website, we provide detailed information regarding the genotyping process and what you can expect or may experience from our service. Please review this information prior to purchasing. Your placement of an order from 23andMe constitutes your acceptance of our Terms of Service and your agreement that the policies below apply to your order, so be certain you understand them before placing your order.
Cancelling an order
If you change your mind about purchasing our service and cancel before we initiate fulfillment of your order, the charge will be voided. This cancellation option is available for 60 minutes after you place your order from both the order confirmation page or the order confirmation email.
Requesting a refund
If you notify us within 30 days of placing your order that you no longer wish to purchase our service and you have not yet shipped your sample to our laboratory, we will refund the balance of the total purchase price after subtracting your shipping and handling charges. We will not issue a refund if more than 30 days have passed since your order was placed or if your saliva sample has been received at our laboratory.
Any refunds provided under this policy will be issued to the same credit card(s) used for the purchase and will be processed within 21 business days of confirmation by our Customer Care team. At the time your refund is granted, we will invalidate your sample collection kit and any sample sent to our laboratory using that kit will not be processed.
International orders paid for in US dollars are refunded in the exchange rate for USD effective at the time of the refund request. If a refund is issued after a change to the currency rate, customers may receive a refund amount greater or lesser than what they paid at their local currency. Note that 23andMe is not responsible for currency rate changes that occur after the order is placed.
If a purchase of 2 or more kits is what qualifies your order for a discount, and you request a refund on part of the order or if a sample fails analysis, the discounted kit price will be refunded first.
If you want to request a refund on your entire order, complete our online form.
If you placed a multiple kit order and are interested in refunding only part of it, contact Customer Care.
Replacing a kit
Sample collection kits expire 12 months from the date of purchase. If your sample collection kit is lost or damaged, or if it has expired, we will ship you a replacement kit free of charge. Replacement kits can only be shipped to the same shipping country as on the original order. You can request a replacement kit by contacting Customer Care.
Last updated: 16 January 2015