Last Modified: November 16, 2018
If you decide you no longer want a DNA Product or our Genomic Sequencing following your purchase, please contact us immediately.
If the purchase includes a Helix DNA Kit, you may request a refund for the Helix DNA Kit and any bundled DNA Product within 30 days of purchase as long as the Helix DNA Kit has not been registered. This refund will deduct shipping and handling fees and a $25 cancellation fee. You can request a refund by calling Customer Care at 1-844-211-2070 and providing your order confirmation number. Once a Helix DNA Kit has been registered, the purchase of the Helix DNA Kit and any bundled DNA Product can no longer be refunded. However, you may close your Helix Account as described in Section 20 in our Terms of Service.
For a purchase of a DNA Product that is not bundled with a Helix DNA Kit because you have already registered a Helix DNA Kit, you may request a refund of the DNA Product within 30 days of purchase as long as the DNA Product activation code has not been registered. After a DNA Product’s activation code has been registered, the DNA Product is not subject to refund by Helix. This policy is due to the informational nature of many DNA Products. Each of our Partners may have a separate return policy and you should contact our Partners directly for questions about their policies.
Some DNA Product purchases are reviewed by a physician from an independent provider network to make sure the product is appropriate for you. In the event that your reviewing physician decides that the requested DNA Product is not appropriate for you, Customer Care will work with you to provide a refund. You will have the option to still be sequenced by Helix at this time in which case the refund will deduct the amount you paid for the Helix DNA kit and shipping and handling. If you choose not to be sequenced by Helix at this time, you will receive a full refund, and you may close your Helix Account as described in Section 20 in our Terms of Service.
Replacement Policy. We must receive your saliva sample prior to the expiration date printed on your Helix DNA Kit to assure the quality and accuracy of your Genetic Information. The expiration date will be no less than 6 months from when you received your Helix DNA Kit. Helix will not accept or process a Helix DNA Kit that we receive after the kit's expiration date. If you have a Helix DNA Kit that has expired, you may contact Customer Care to request a replacement kit for a $25 replacement fee. If Helix receives your Helix DNA Kit after the kit's expiration date, we will give you the option to receive a replacement kit for a $25 replacement fee and shipping and handling fees. If your Helix DNA Kit is lost or damaged, please contact Customer Care for help with replacing your kit. Depending on the circumstances, a fee may apply.
Capitalized terms above are defined in our Terms of Service.