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Consumer Genetics: Refund Policy
 

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 the results are Inconclusive. Please note that once the sample enters our laboratory's processing stage, a 25% processing fee for collection materials and lab fee is deducted from the refund.

Please read below for detailed refund policies regarding all of these cases:

Retests

We want to ensure that each customer has the quality experience that can be expected when working with Consumer Genetics, Inc. However in certain cases we may ask you to submit another sample for testing. Reasons we may need you to submit another sample (or retest) include damaging the sample, contamination of the sample card, taking the test too early, or not providing enough blood. Please see the Delays and Retest Policy for more information on these situations. The team at Consumer Genetics, Inc is happy to discuss the reason for your retest and work with you to ensure that your next sample collection proceeds as smoothly as possible.

If you are offered a retest, please know that we want to work with you to expedite your retest. All customers are offered a second set of DNA collection materials at no cost, and we do not ask the customer to pay another lab fee. United States customers we will ship your collection materials priority mail at no charge. United States customers that wish to have expedited shipping and all International customers will be responsible for the cost of shipping.

If the customer is offered a retest but does not wish to proceed with further testing, a refund of the collection materials and lab service fee less 25% will be issued. Reasons for a retest include damaging the sample, contamination, taking the test too early, or not providing enough blood. 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, wax paper, or aluminum foil. 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 and 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," and the customer declines a retest, the customer will receive a refund of the collection materials and lab service fee less 25%. The cost of 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 alongside 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 collection kit and lab service fee less 25%. The costs of shipping will not be refunded.

Not Enough Blood Obtained During Sample Collection

We understand that it can be difficult to collect the proper amount of blood on the sample card. However, we require a specific minimum amount of blood to process the sample. If we receive a sample with less than three (3) full circles of blood completely filled with blood, we will not be able to collect enough DNA from the sample. In such a case we will ask the customer to submit another sample and provide another collection kit to the customer. Our customer service representatives can also give customers tips on how to make the collection process easier and more productive. If the customer is offered a retest but does not wish to proceed with further testing, a refund of the collection materials and lab service fee less 25% will be issued.

Test is Taken Too Early

We know how excited our customers are to know the gender of their baby. However, on occasion customers take the test too early. In order to ensure that our test is 95% accurate, customers must take the test at or after 9 weeks pregnant (7 weeks post-conception). This ensures that enough of the cell-free fetal DNA is present in the expecting mother’s circulatory system for us to accurately determine if the baby is a boy or girl. To help avoid delays associated with repeating a sample collection, we have provided links to an Eligibility Calculator at numerous points in our website. This calculator will help the customer determine when they are able to take the test.

If, based on the first day of the last menstrual period, our lab determines the sample was collected too early, we will ask the customer to submit another sample and provide another collection kit to the customer. Our customer service representatives are happy to help customers determine the appropriate date to take the retest. The second kit will be free of charge; however, the customer will be responsible for shipping charges of the second kit. If the customer is offered a retest but does not wish to proceed with further testing, a refund of the 100% of the lab service fee less will be issued. Shipping and the cost of the collection kit 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 full (100%) refund for the costs of the lab service fee and collection kit is provided in all cases of false results with the proper documentation. The cost of shipping will not be refunded.

  1. 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.
  2. If the results of the Pink or Blue® test are determined to be inaccurate by amniocentesis or chorionic villus sampling (CVS), 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.
  3. If the results of the Pink or Blue® test are determined to be inaccurate by 2D, 3D, or 4D 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. Refund requests received after 15 months of the original purchase date will not be processed.

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.

  1. If the DNA collection kit has not been sent to the customer, then the customer will be refunded in FULL.
  2. 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 service fee and one-half of the shipping fee. The cost of the collection kit and one-way shipping cannot be refunded.
  3. After the sample is received by the laboratory, it immediately enters the processing stages and the lab service fee cannot be refunded at this point.

Miscarriage

  1. If the DNA collection kit has not been sent to the customer, then the customer will be refunded in FULL.
  2. 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 service fee and one-half of the shipping fee. The cost of the collection kit and one-way shipping cannot be refunded.
  3. If the sample has been received by the lab, but the results have not been disclosed, the customer will receive a refund of the collection materials and lab service fee minus 25%. 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.
  4. If the results have already been disclosed or the customer requests 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.

Timeline of Refund Processing

A refund will be processed within 4-6 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 Cancellations

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
1055 E. Brokaw Rd. #30, PMB #400
San Jose, CA 95131, USA

Please note that this policy is subject to change without notice. If a customer requests a refund, Consumer Genetics, Inc. will proceed with issuing a refund based on the refund policy in place at the date of purchase of the kit.

 
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Consumer Genetics -The Pink or Blue® Company
1055 E. Brokaw Rd. #30, PMB #400, San Jose, CA 95131, USA
Phone: 1-(408)789-6864
Copyright 2006 - 2014

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