Returns and refunds

This article explains how to cancel an order, return a kit, and get a replacement or refund if you paid 3X4 Genetics directly for your test.

If you paid your practitioner for your test, this policy does not apply to you. Please ask your practitioner about their policy.

How to request a cancellation or return

Email orders@3X4genetics.com or call +1 (425) 818-5333 to cancel or return an order.

A return is only valid once 3X4 Genetics has authorized it. When we authorize your return, we will give you the correct return address. Please send your return to that address only.

Refunds are always issued to the original payment method.

Cancel an order

If we can cancel your order when we process your request, we will refund the full amount you paid.

A cancellation is only possible if the order has not started processing at our fulfillment center. This usually happens within minutes of order confirmation, so please call us as soon as you can. We cannot guarantee a cancellation once an order has been placed.

Return an unopened kit for a refund

You can return your 3X4 DNA Kit and receive a refund of the amount you paid, minus a $50.00 handling fee, if all of the following are true:

• The kit is unopened.
• The kit code has not been registered.
• The kit packaging and components are in their original condition.
• Your return shipment arrives within 30 days of the date of purchase.

Remember to contact us first. We need to authorize your return before you send anything back.

Time limits for your kit

Return your completed sample within 6 months

Please ship your completed DNA sample within 6 months of receiving your 3X4 DNA Kit. If we do not receive your sample within 6 months, you will need to purchase a new 3X4 test at the current retail price.

Dispense kit stock within 6 months

If you purchased stock of 3X4 DNA Kits, you have 6 months to dispense them to your clients. If you have not dispensed your stock within 6 months, you will need to purchase new tests at the current retail price.

Damaged, defective or expired kits

If your kit arrives damaged, has missing or damaged parts, or has passed its expiry date, we will replace it at no charge. How long you have to tell us depends on the problem and on how you bought your kit.

Kits shipped to you by 3X4

• Your kit is visibly damaged when it arrives. Tell us within 2 days of delivery, and we will replace it at no charge.
• Components are missing or damaged, or the kit has passed its expiry date. Tell us immediately upon discovery. We will replace the kit at no charge, as long as less than 6 months have passed since delivery.

Kit stock purchased by practitioners

• Components are missing or damaged, or the kits have passed their expiry date. Tell us immediately upon discovery. We will replace the kits at no charge, as long as less than 12 months have passed since delivery.
• You dispensed the kits within 6 months, and they expire less than 12 months after delivery. Tell us immediately upon discovery, and we will replace the kits at no charge.

Kits supplied by your practitioner

If your practitioner gave you your kit and you find it has passed its expiry date, tell your practitioner immediately.

Shipping delays and sample failures

Shipping delays

If 3X4 shipped your kit to you, or you used the return shipping label we provided, and the shipment is excessively delayed, we will replace the kit at no charge. This applies as long as you did not cause the delay.

If we cannot generate a report from your sample

If we cannot generate a report from your DNA sample, we will send you a replacement kit at no additional cost. We can do this on two occasions.

If we still cannot generate a report after three attempts, we will refund you in full. You will not be able to submit another sample.

Replacement kits and handling fees

A $50.00 handling fee applies per kit in the situations below. Not following the instructions we provide may also cause delays or additional handling fees.

• Your kit was sent to an incorrect shipping address that you or your practitioner provided: $50.00 per replacement kit.
• You lost, damaged, contaminated, mislabeled or mishandled your kit or sample: $50.00 per replacement kit.
• You registered your kit code incorrectly, or returned your sample without registering the kit code: $50.00 per replacement kit.
• You are a practitioner, and you or your client lost, damaged, contaminated, mislabeled or mishandled the client's kit or sample, or the client's kit code was registered incorrectly or not registered before the sample was returned: $50.00 per replacement kit, delivered to you or your client.
• You return an unopened kit within 30 days of purchase: $50.00 is deducted from your refund.

Questions?

Email support@3X4genetics.com or call +1 (425) 818-5333.