Politique de remboursement
EboGenes Return, Refund & Cancellation Policy
EboGenes provides personalized laboratory testing services. Except where required by applicable law, all purchases are final, and we do not accept returns, cancellations, or refund requests for changes of mind.
Refunds for Laboratory Service Faults
A refund is available when an error or failure attributable to EboGenes or its laboratory prevents us from delivering the purchased testing service as agreed. Examples include loss or mishandling of a sample by our laboratory, performing the incorrect test, or a laboratory processing error that prevents delivery of a valid report.
Where appropriate, we may offer repeat testing at no additional charge. This does not replace any refund entitlement required by law. If the affected service cannot be delivered, we will refund the amount paid for that service.
Reasons That Do Not Qualify for a Refund
Except where required by law, refunds and cancellations are not available for:
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A change of mind or a decision not to proceed with testing.
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Failure to collect or submit a sample.
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An unsuitable sample caused by failure to follow the collection, storage, or shipping instructions provided.
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Dissatisfaction with a scientifically valid result, including a result that differs from expectations.
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Failure to obtain insurance reimbursement.
An inconclusive result does not automatically establish a laboratory fault. We will review the cause and explain any available next steps.
How to Request a Review
Please contact EboGenes through our website’s Contact page with your order number and a description of the issue. We will investigate and explain the outcome. Refunds will be issued to the original payment method within the applicable legal timeframe.
Your Legal Rights
Nothing in this policy limits or excludes any cancellation, refund, warranty, or other consumer right that cannot legally be waived. Where applicable law conflicts with this policy, applicable law prevails.