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.
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.
Does not apply to Ancestry Service upgrades.
Requesting a refund
23andMe Online Store
In order to receive a refund for our service, you must notify us within thirty (30) days of placing your order that you request a refund and confirm that you have not yet shipped your saliva sample to our laboratory. Following notification to 23andMe of your request for refund, you must also return the saliva collection kit, which has a pre-paid shipping label affixed to the bottom of the box, to the laboratory within thirty (30) days of the date on which you request a refund.
Once we have confirmed receipt by our laboratory of your saliva collection kit within the thirty (30) day window, we will refund the balance of the total purchase price after subtracting your shipping and handling charges. We will not issue a refund if (i) you request a refund more than thirty (30) days after your order was placed, (ii) our laboratory had begun processing your saliva sample prior to your request for refund; or (iii) we do not receive your saliva collection kit within thirty (30) days of your request for refund. Ancestry Service upgrades are non-refundable.
For kits purchased in the United States either in-store or online from an authorized third party retailer, 23andMe will only refund the fees paid directly to 23andMe. In the case of kits purchased through an authorized retailer, only the lab fee is paid directly to 23andMe. The cost of the kit can only be refunded by the retailer from which you purchased the kit, and is subject to the retailer’s refund policy. Please consult the retailer’s refund policy to determine if your kit is eligible to receive a refund.
To receive a refund for the lab fee, you must fill out our online refund form. We will not issue a refund if (i) you request a refund more than thirty (30) days after the payment of your lab fee was processed; or (ii) our laboratory had begun processing your saliva sample prior to your request for refund.
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 that the conditions of the refund have been met. At the time your refund is requested and we confirm that your sample has not already begun to be processed by our laboratory, we will invalidate your saliva 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 at 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 in their local currency. 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 twice, 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.
Tip: To ensure that your kit return and refund is successfully processed, please remove the kit shrink wrap to expose the return USPS shipping label. Please do not refuse the package or return it to sender as this will not route your collection kit to the laboratory and your refund may not be processed.
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: 5 June 2017