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Refund Policy

Refund Policy

Effective June 23, 2026

Refund & Cancellation Policy

Genomind strives to make the refund process as transparent and efficient as possible. Below you’ll find how refunds and cancellations work for Genomind testing services.

When Refunds Are Available

Refund eligibility depends on the type of test and where the order is in the testing process.

Pharmacogenetic (PGx) Testing

Test Type Full Refund Partial Refund* No Refund
PGx At‑Home Cancelled within 24 hours of placing the order
OR
The lab is unable to generate a test result due to factors outside the patient’s control		 Cancelled after the kit ships, but before the sample is received by the lab

*Note: A $150 non refundable processing fee applies 		Once the sample has been received by the lab for processing
OR
The sample has not been received within 3 months of the order date
PGx In‑Office The lab is unable to generate a test result due to factors outside the patient’s control Cancelled before the sample is received by the lab

*Note: A $150 non refundable processing fee applies 		Once the sample has been received by the lab for processing
OR
The sample has not been received within 3 months of the order date
PGx Ship‑to‑Patient The lab is unable to generate a test result due to factors outside the patient’s control Cancelled after the kit has shipped, but before the sample is received by the lab

*Note: A $150 non refundable processing fee applies 		Once the sample has been received by the lab for processing
OR
The sample has not been received within 3 months of the order date

Important Notes About Sample Quality

If your sample cannot be processed due to quality issues:

  • Genomind will provide a complimentary replacement kit to repeat the test.
  • The new sample must be submitted within three (3) months of receiving the replacement kit.
  • If Genomind is unable to generate results due to factors outside of your control, you will be eligible for a full refund.

How Refunds Are Calculated

  • Refunds are based on the net amount paid by the patient.
  • Promotional or discounted pricing is reflected in the refunded amount.
  • The $150 processing fee (when applicable) is deducted from the refund.
  • No refunds are issued if the calculated amount is $0 or less.

How and When Refunds Are Issued

  • Refunds are issued using the original payment method.
  • Refund processing begins within 10 business days after refund eligibility is confirmed.
  • Please allow:
    • 3–5 business days for credits to appear on your credit card
    • 2–3 weeks for refunds issued by check

Test Cancellation & Processing

  • If a sample is not received by the lab within three (3) months of the order date, the test will be cancelled and no refund will be issued.
  •  Once a sample has been received by the lab for testing, the order cannot be cancelled and refunds are no longer available.
  • If a refund is processed before the lab receives the sample, the sample will not be tested and no results will be issued.
  • If you wish to continue testing after a test has been cancelled, please contact us:
  •  

📧 CustomerService@genomind.com

📞 877‑895‑8658

Replacement Kits & Shipping Issues

  • If your kit:
    • Does not arrive,
    • Arrives damaged,or
    • Is missing components,

      • please contact Customer Service for a replacement kit.

  • Genomind does not accept returns of unused kits.
  • If you choose not to proceed with testing, you may be asked to safely dispose of the kit.

Questions?

Our Customer Service team is happy to help: