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Refunds
We strive to ensure that every customer is fully satisfied with
their purchase of the Pink or Blue® test. However,
we understand that there are several situations which warrant a
refund including cancellation of the order, miscarriage, and incorrect
results. Additionally, while our highly skilled scientists work
hard to deliver accurate results to all customers, despite our best
efforts there are instances where no result can be released because
the sample is determined to be Contaminated, or Inconclusive.
Please read below for detailed refund policies regarding all of
these cases:
Cancellations
The customer may cancel the processing of their sample for any
reason. The amount of refund will depend on when the cancellation
request is received.
- If the DNA collection kit has not been sent to the customer,
then the customer will be refunded in FULL.
- If a DNA collection kit has been sent to the customer but the
sample has not yet been returned to the lab, the customer will
receive a refund of the lab fee and one-half of the shipping fee.
The cost of the collection kit and one-way shipping cannot be
refunded.
- After sample receipt, then NO refund can be provided. Once the
sample is received by the laboratory, it immediately enters the
processing stages and laboratory fees cannot be refunded at this
point.
Amounts are described as follows;
i. Pink or Blue collection kit: $25US
ii. 5-day DNA laboratory service: $199US (Nov. 2008 Promotion:
$149.00)
iii. 3-day EXPRESS DNA laboratory service: $270US (Nov. 2008 Promotion:
$209.00)
Miscarriage
- If the DNA collection kit has not been sent to the customer,
then the customer will be refunded in FULL.
- If a DNA collection kit has been sent to the customer but the
sample has not yet been returned to the lab, the customer will
receive a refund of the lab fee and one-half of the shipping fee.
The cost of the collection kit and one-way shipping cannot be
refunded.
- If the sample has been received by the lab, but the results
have not been disclosed, the customer will receive a credit of
50% of the lab fee to be applied towards the next purchase. The
customer will be provided a code for the next purchase transaction.
This credit is transferable. The sample collection kit and shipping
will not be refunded. Please note that due to the sensitive nature
of such a situation, the result will not be posted online and
no certificate will be issued, unless the customer directly requests
this be done.
- If the results have already been disclosed or the customer requests
for the results to be disclosed, no refund or credit will be issued.
Before making the next purchase, click
here to read the eligibility requirements for women with previous
miscarriages.
Retests
If the customer is offered a retest but does not wish to proceed
with further testing, a refund of only the laboratory fee will be
provided. Reasons for a retest include damaged sample, taking the
test too early, not providing enough blood, or indicating that the
sample may be contaminated. Please see the Delays
and Retest Policy for more information on these topics.
Contaminated Sample
It is very important that all instructions are followed correctly
after receiving the Early Gender Test kit. Males
should not open the kit or handle kit contents at any time.
Bathrooms, sinks, counter surfaces, faucet knobs, and hand towels
shared between male and female household members are contaminated
with male DNA. Please cover sinks and counters with clean and unused
paper towels, or wax paper, or aluminum foil and wash hands thoroughly
with soap and water before sample collection. Dry hands using only
clean paper towels, NOT shared towels. We have several methods to
test for contamination, including testing the white portion of the
DNA collection card. If any contaminating signal is detected, the
gender of the baby cannot be determined.
If a customer is concerned that the sample may have been contaminated,
Customer Service should be contacted immediately. If the sample
has not yet been processed, a Retest may be offered. Please see
the Delays and Retests Policy.
If a sample is determined to be "Contaminated," the customer will
receive a refund of the laboratory fee only. The cost of the kit
or shipping will not be refunded.
Inconclusive Sample
Each sample is run multiple times and carefully analyzed by a team
of scientists. In order for a result to be disclosed the data must
fall within specific values. Additionally, several controls are
tested along side each sample to ensure overall quality of the testing
conditions. If a particular sample, or set of controls run with
the sample do not follow strict guidelines for being acceptable,
a result cannot be determined. It is possible for a sample to be
processed multiple times and not give clear data on any of the attempts.
This can be caused by DNA degradation, or other technical issues.
Having an unclear result does not indicate any medical issues pertaining
to the customer or the baby. If the result is "Inconclusive," the
customer will receive a refund of the laboratory fee. The costs
of the kit and shipping will not be refunded.
Conflicting Results
Pink or Blue® maintains a high level of accuracy
through ongoing quality assurance procedures and product development.
However, there will still be cases in which the test result may
not be accurate. A refund for the costs of the lab service and blood
collection kit is provided in all cases of false results with the
proper documentation. The cost of shipping will not be refunded.
- If the results of the Pink or Blue® test are
determined to be inaccurate by birth, please fax, mail, or email
a scanned copy of the birth certificate indicating the child's
gender and date of birth to the company. When sending documents,
also include the name used to purchase the test and the kit ID
number.
- If the results of the Pink or Blue® test are
determined to be inaccurate by amniocentesis, chorionic villus
sampling (CVS), or 4D ultrasound, please fax, mail, or email scanned
documents to the company. The results must be on official hospital
or physician letterhead and clearly indicate the gender of the
baby and the date the procedure was performed. When sending documents,
also include the name used to purchase the test and the kit ID
number.
- If the results of the Pink or Blue® test are
determined to be inaccurate by 2D or 3D ultrasound, or any means
other than those listed above, you must wait until birth and submit
the birth certificate for a refund.
NOTE: Documents must be received within 15 months of the original
purchase date to qualify for a refund.
Timeline of Refund Processing
A refund will be processed within 3-4 weeks after the receipt of
the required documents. If the purchase was made by credit card
within 120 days of the refund date, the credit card account will
be credited directly. Please check your monthly statement for the
refund. If the purchase was made by a payment method other than
credit card, or if the purchase was made more than 120 days from
the refund request date, a check will be issued.
Pink or Blue® Pregnancy Test Refunds
If an order is cancelled prior to shipping, a full refund will
be issued.
Unopened Pink or Blue® Pregnancy Test boxes may be returned
for a partial refund. A 25% restocking fee will be subtracted from
the original purchase price. Please send unopened boxes to:
Consumer Genetics, Inc
Returns Department
562 E. Weddell Drive, suite 9
Sunnyvale, CA 94089
Please note that this policy is subject to change without notice.
Please check back for the most current version of this document.
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