We value your trust, and we strive to provide high-quality service. But we’re aware that sometimes unforeseen circumstances may arise. In compliance with the Consumer Protection Law, we created the following Return Policy to ensure a fair and transparent process for our users. Please read the following policy carefully to understand the terms and conditions.

1. Cancellations

• Order Cancellation
  You may cancel your order within 24 hours of placing it, and you will receive a full refund, excluding any applicable transaction fees. To cancel your order, please contact our customer support team at hello@nucleinhealth.co or at +389 78 562 936.
• Service Cancellation

  If you wish to cancel our service, you may do so within 15 days from the date of ordering the service. You will get a 100% refund if you still haven’t received the saliva testing kit, or if you still haven’t used it, and send it back to us intact and in its original packaging form. You will get a 50% refund if you wish to cancel the service after having used the saliva testing kit for your sample. Unfortunately, we cannot cancel the service if it’s out of the 15-day window or issue a refund once the laboratory has started processing your sample. To cancel the service, please contact our customer support team at hello@nucleinhealth.co or at +389 78 562 936.

2. Refunds

• Unsatisfactory Results
  If you are not satisfied with the service due to an error on our part, please contact our customer support team at hello@nuclein.me within 15 days of receiving your results. We will review your case, and if we confirm that an error has been made on our end, we will provide a full refund. We will not issue a refund if your dissatisfaction is due to the limitations of genetic testing, or the limitations of our test. Furthermore, we reserve the right to refuse your refund request if it is deemed to be unreasonable, or if it is outside the 15-day window.
• Poor Sample Quality
  In the rare event that your sample cannot be processed due to insufficient DNA quality or quantity, we will notify you and provide the option to submit a new sample at no additional cost. If you choose not to resubmit a sample, we cannot refund the service and kit fee. Please follow carefully the saliva kit instructions on how to properly collect a sample.
  

How to request a cancellation or a refund

To request a cancellation or a refund, please contact our customer support team at hello@nucleinhealth.co or at +389 78 562 936. Our team is available to assist you on weekdays, 0800 – 1600 hours. Be prepared to provide your order number, personal and contact information, and a detailed explanation of the issue. Our team will review your request and respond with further instructions.

Changes to the Return Policy

We reserve the right to update or modify this Return Policy at any time. Any changes will be effective immediately upon posting on our website. We will notify you on our website if we do make any changes.


* Last update: 25.09.2023