1. General Rule
Except as set out below or where required by applicable consumer-protection laws, all payments for Dante Labs collection kits, laboratory services, software upgrades, reports, and subscriptions are non-refundable and non-transferable.
Please see below for additional return and refund details and/or restrictions for specific products or services.
| Condition | Requirement |
|---|---|
| Unused, Unregistered Kit | You must notify Dante Labs Customer Care within thirty (30) days of the purchase date that you wish to cancel and confirm that the kit has not been registered or shipped to the laboratory. |
| Return of Kit | After receiving approval, return the kit—at your cost—so it reaches us within 14 days of the approval email. |
| Shipping & Handling | Original shipping/handling, customs duties, and any return postage are non-refundable, mirroring 23andMe’s standard practice. |
| Bundles & Discounts | For multi-item bundles, only the proportional price of the unused kit is refundable. |
| Late or Used Kits | Kits that have been registered, have a saliva/blood sample in transit, or are already in analysis do not qualify for a refund. |
Subscriptions and Upgrades
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No partial-period refunds. If you cancel, access continues until the end of the billing cycle.
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One-time upgrades (e.g., genome re-analysis, additional panel reports) are non-refundable once delivered.
How to Request a Refund
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Contact us at our Contact Us page:
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Order number and purchase date
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Confirmation the kit is unused and unregistered
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Reason for the request (optional)
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Await a Return Merchandise Authorization (RMA) number and instructions.
Refund Method & Timing
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Refunds are issued to the original payment method (credit card, PayPal, etc.).
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Allow 7–10 business days after we confirm receipt of your returned kit for the credit to appear. Bank processing times may vary.
Statutory Rights
Nothing in this policy limits rights you may have under local consumer-protection laws (e.g., EU 14-day right of withdrawal). Where those laws give you greater protection, the statutory period prevails.
Policy Updates
Dante Labs may revise this Return & Refund Policy from time to time. The version posted at the time of your purchase governs your order.
