Refund Policy

AnimaLabs Genetic Solutions® (hereinafter: AGS) is a brand owned by InovaGen Ltd. Laboratory testing services under the AGS brand are provided by Inovagen Laboratory.

This Refund Policy applies to laboratory testing services and related sampling kits ordered from AGS.

Order Cancellation Before Testing Begins

The Client may cancel an order at any time before laboratory testing has commenced.

If the AGS sampling kit has not yet been dispatched, the Client will receive a refund of the full amount paid, including any amount paid for shipping of the sampling kit.

If the sampling kit has already been dispatched, the Client will receive a refund of the amount paid for the cancelled testing service. Shipping costs already incurred for dispatch of the sampling kit are non-refundable.

There is no cancellation or processing fee for cancellation before laboratory testing has commenced.

Receipt of the sample by the laboratory does not by itself exclude the possibility of a refund. Where testing has not yet commenced, the Client may still cancel the testing under the conditions above.

Cancellation After Testing Has Commenced

Once laboratory testing has commenced, voluntary cancellation by the Client does not entitle the Client to a refund.

The Client may request that testing be discontinued, but costs already associated with laboratory processing and testing are non-refundable.

This does not affect the Client’s rights where AGS itself determines that testing cannot be completed.

Testing That Cannot Be Completed

If AGS determines that the ordered testing cannot be completed from the submitted sample for technical or other reasons, the affected testing may be placed into Suspended testing status.

The Client will be informed and may choose between:

• submitting a replacement sample so that testing can continue; or
• cancelling the affected testing and receiving a refund for the testing that could not be completed.

Where the Client chooses to submit a replacement sample, AGS will specify the appropriate sample type.

In many exclusively an EDTA blood sample may be requested. Where providing blood is not reasonably possible, AGS may exceptionally approve a new buccal-swab sample where technically appropriate.

When the replacement sample is received, a new testing order is opened for the affected testing.

Partial Refunds for Test Panels

If an order contains a panel of several tests and AGS is able to complete only part of the ordered panel, the Client is entitled to a refund corresponding to the test or tests that could not be completed.

The refund is calculated proportionally according to total order cost.

Successfully completed tests are not refunded.

Replacement Sampling Kits

Where a replacement sample is required, the first replacement AGS sampling kit is provided and dispatched free of charge.

The Client is responsible for the cost of sending the replacement sample back to Inovagen Laboratory.

This also applies where the original sample was lost or damaged during transport or where a new sample is required because the submitted material cannot be used for testing.

If additional replacement kits are required after the first replacement kit, AGS may charge the applicable kit and shipping costs.

Shipping Costs

Shipping costs already incurred by AGS for dispatch of a sampling kit are non-refundable once the kit has been dispatched.

If an order is cancelled before the sampling kit has been dispatched, the corresponding shipping charge is refunded together with the testing service.

The Client is responsible for the cost of shipping biological samples and replacement samples to Inovagen Laboratory.

Refund Processing Time

Approved refunds are initiated by AGS within 5 working days from approval of the refund.

Once AGS has initiated the refund, additional time may be required for the amount to appear in the Client’s account.

Processing time after the refund has been initiated depends on the Client’s bank, card issuer, PayPal, Stripe or other payment-service provider and is outside AGS control.

How to Request a Cancellation or Refund

Cancellation or refund requests may be submitted through the applicable Client account functionality where available or by e-mail to:

info@animalabs.com

The request should contain sufficient information to identify the Client and the relevant order.

Where necessary, AGS may request additional information to verify the identity of the Client or the order before processing the request.