Refund Policy
Effective January 18, 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 | • Within 24 hours of placing the order, OR | After the kit ships, but before it is received by our laboratory | Once the sample has been received by the lab for processing |
PGx In‑Office | If Genomind is unable to generate a test result due to factors outside the patient’s control | Before the sample is received by the lab | Once the sample has been received by the lab for processing |
PGx Ship‑to‑Patient | If Genomind is unable to generate a test result due to factors outside the patient’s control | After the kit ships, but before it is received by our laboratory | Once the sample has been received by the lab for processing |
*A $150 non‑refundable processing fee applies to all partial refunds.
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 six (6) 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
- Once a sample has been submitted for testing, orders cannot be canceled, 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 refund has been issued, 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.
No Refunds for Change of Mind
Because each test requires a physician order, unique barcode, and shipping preparation, Genomind cannot offer refunds for change of mind or buyer’s remorse once an order has been submitted.
Insurance Related Refunds (Overpayments)
If you prepaid and your insurance plan later issues a payment:
- Any overpayment will be refunded to you.
- The prepaid amount will be applied toward any patient responsibility shown on your Explanation of Benefits (EOB).
Questions?
Our Customer Service team is happy to help:- 📧 CustomerService@genomind.com 📞 877‑895‑8658