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What is your return policy for ancestry upgrade orders?

In most cases, when an ancestry upgrade test is ordered, testing begins immediately using the samples remaining on file so the order is non-refundable.

In the event that there is no DNA remaining on file and a kit must be shipped out in order to process the ancestry upgrade order, the ancestry upgrade order can be cancelled in accordance to the following policy:

If the DNA test is cancelled before the kit has been shipped out, a refund can be given, less an administration fee of $35. If the DNA testing services are cancelled after the testing kits have been shipped out, a 50% refund will be applied to the unused kit, minus the shipping fee. All requests for refund must be applied for within 30 days of the initial order. After 30 days, the entire cost of the test is non-refundable. All refund requests must be accompanied by the Refund Request Form.

If you have any questions, please contact us at the Support Centre.

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If you cannot find an answer to your question in our knowledge base, send us a ticket and our Technical Support team will assist you directly.

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