Refund Policy

REFUND POLICY

Please read our Refund Policy carefully and make sure you understand it before placing an order. This Refund Policy should be read in conjunction with our full Terms and Conditions, Cookie Policy, Privacy Policy, and Genetic Information Processing Consent.

Last Updated: June 26, 2026

1. INTRODUCTION

This Refund Policy applies to all products and services purchased through homeDNAdirect, a brand operated by EDL International, LLC (“homeDNAdirect,” “we,” “our,” or “us”).

By purchasing a DNA testing service, kit, or related product from homeDNAdirect, you acknowledge and agree to this Refund Policy.

If you do not agree with this Refund Policy, do not use our website or services.

2. COMPANY INFORMATION

The “Company” is homeDNAdirect.

The Company is a brand operated by EDL International, LLC.

The Company is not a laboratory. All testing services are performed by independent accredited partner laboratories selected by the Company.

3. STATUTORY CONSUMER RIGHTS

Nothing in this Refund Policy limits, excludes or replaces any rights or remedies that cannot lawfully be limited or excluded under applicable consumer protection laws, including the UK Consumer Rights Act, UK Consumer Contracts Regulations, EU consumer protection laws, Canadian consumer protection laws, and the Australian Consumer Law.

Where a product or service is faulty, not supplied with reasonable care and skill, not as described, or otherwise gives rise to a mandatory legal remedy, the Company will provide the remedy required by applicable law. The refund limitations below apply only to the extent permitted by law.

For Australian consumers: Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. You may be entitled to a replacement, refund or compensation for a major failure and to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Where services fail to meet applicable consumer guarantees, you may be entitled to remedies required by the Australian Consumer Law.

4. GENERAL PRINCIPLES

DNA testing services involve customized processing, laboratory preparation, sample tracking, logistics, and administrative services.

As a result, refund eligibility depends upon the stage of processing reached at the time a cancellation request is received.

All refund requests must be submitted in writing to the Company’s Customer Support.

Refund requests submitted by telephone, social media, or live chat may require written confirmation before processing.

Refunds will only be issued to the original payment method used for the purchase.

5. ORDER CANCELLATIONS

5.1 Cancellation Before Kit Shipment

If a cancellation request is received before a sample collection kit has been shipped or issued, the Company will issue a full refund of all amounts paid.

5.2 Cancellation After Kit Shipment

If a cancellation request is received after a kit has been shipped, the Company may issue a partial refund. The Client is responsible for covering the cost of returning the unused Kit to the Company (refer to Appendix 2 for charges).

The refund amount will be reduced by:

• Outgoing shipping costs;
• Administrative processing fees;
• Payment processing fees that cannot be recovered by the Company.

The applicable cancellation fee may vary depending on the country of purchase and shipping destination.

5.3 Cancellation After Kit Opening or Commencement of Services

Opening a kit may affect refund eligibility where materials have been used, damaged, contaminated, personalized, or can no longer reasonably be reissued. However, statutory cancellation rights will be respected where they apply.

Where a customer has expressly requested that the Company begin providing services during any applicable cancellation period and has acknowledged that cancellation rights may be lost or reduced once performance begins, refunds may be reduced or unavailable to the extent permitted by law once testing has commenced.

5.4 Cancellation After Sample Receipt or Laboratory Processing

Once any sample has been received by a laboratory and laboratory accessioning, preparation or analysis has begun, refunds will generally be unavailable because laboratory and administrative costs are incurred. Where applicable law requires a refund or other remedy, the Company will provide the remedy required by law. Where only part of the service has been performed, the Company may deduct reasonable costs already incurred to the extent permitted by applicable law.

This policy applies regardless of whether:

• Testing has begun;
• Additional testing is required;
• The customer later decides not to proceed.

Laboratory costs are incurred immediately upon sample accessioning and are generally non-recoverable.

5.5 Cancellation After Testing Completion

Completed testing services are non-refundable.

6. COMPLETED TESTING SERVICES

Once testing has been completed and results have been issued, all fees are non-refundable.

This applies to:

• Peace-of-mind DNA tests;
• Legal DNA tests;
• Immigration DNA tests;
• Prenatal DNA tests;
• Relationship tests;
• Wellness tests;
• Ancestry tests;
• Drug testing services;
• Animal DNA testing services.

7. DAMAGED, DEFECTIVE, OR INCORRECT KITS

Customers must inspect kits upon receipt.

If a customer receives:

• A damaged kit;
• A defective kit;
• An incomplete kit;
• An incorrect kit;

the customer must notify the Company within thirty (30) days of delivery.

The Company may, at its discretion:

• Replace the kit;
• Reissue collection materials;
• Issue a refund;
• Provide another reasonable remedy.

The Company may request photographs or supporting documentation before approving a claim.

8. SAMPLE QUALITY ISSUES

The Company cannot guarantee that samples submitted by customers will be suitable for analysis.

Refunds will not be issued due to:

• Insufficient DNA;
• Degraded samples;
• Contaminated samples;
• Improper sample collection;
• Improper packaging;
• Customer handling errors.

Where possible, the Company may offer resampling options subject to applicable fees.

9. FAILURE TO SUBMIT SAMPLES

Customers must submit samples within three (3) months from the date of purchase.

If samples are not received within this period:

• The order may be closed;
• The case may be archived;
• Additional reactivation fees may apply (refer to Appendix 1 for charges).

After twelve (12) months from the date of purchase, the Company may permanently close the order and delete associated records in accordance with its retention policies.

Unused orders are not automatically eligible for refunds after expiration of the submission period. Refund requests will be reviewed on a case-by-case basis.

10. SHIPPING DELAYS

The Company is not responsible for delays caused by:

• Postal services;
• Couriers;
• Customs authorities;
• Government agencies;
• Weather conditions;
• International shipping restrictions;
• Events beyond the Company’s reasonable control.

Shipping delays alone do not entitle a customer to a refund.

11. CUSTOMER ERRORS

Refunds will not be issued where delays, costs, or inability to complete testing arise from:

• Incorrect customer information;
• Incorrect shipping addresses;
• Failure to follow instructions;
• Failure to provide required documentation;
• Failure to obtain required participant consents;
• Failure to attend scheduled appointments;
• Failure to submit required samples.

12. TESTING LIMITATIONS

DNA testing results are based on the samples submitted and the scientific methodologies utilized by the performing laboratory.

Refunds will not be issued because:

• A customer disagrees with the results;
• The results are unexpected;
• The results are unfavorable;
• The results do not support a desired legal, personal, or immigration outcome.

13. CHARGEBACKS

Customers are encouraged to contact the Company before initiating a chargeback or payment dispute so that the Company has an opportunity to investigate and resolve the issue. Nothing in this section prevents a customer from exercising statutory rights or payment-card rights that cannot legally be waived.

Where services have been properly rendered or costs have been incurred, the Company may contest chargebacks and recover costs where permitted by law and reserves the right to:

• Contest chargebacks;
• Provide supporting documentation to payment processors;
• Recover collection costs;
• Recover administrative costs;
• Recover attorneys’ fees where permitted by law;
• Suspend future services.

Fraudulent chargebacks may be referred to collections or legal counsel.

14. EXCEPTIONS AND GOODWILL REFUNDS

The Company may, at its sole discretion, issue partial or full refunds in exceptional circumstances.

The granting of a goodwill refund in one case does not create any obligation to provide refunds in future cases.

15. PROCESSING TIME

Approved refunds are generally processed within ten (10) business days.

Actual posting times depend upon the customer’s financial institution and payment provider.

16. CHANGES TO THIS POLICY

The Company reserves the right to modify this Refund Policy at any time.

Updated versions will be posted on the Company’s website and become effective upon publication.

17. CONTACT INFORMATION

For refund requests or questions regarding this Refund Policy, please contact:

Data Officer
EDL International, LLC
Email: [email protected]
Postal Address: EDLI, 500 South Main Street, Las Cruces, New Mexico, 88001, United States of America

APPENDIX 1 – Reactivation Fee / Archived Cases

APPENDIX 2 – Cancelling Order After Shipment