A report cannot be produced.
A submitted sample cannot produce a report because of a processing, sample or technical error.
Our guarantee
No Result, Full Refund.
If a confirmed processing, sample or technical error prevents a GeneKids report from being produced, your payment is refunded in full.
Confirmed no-result case
Full payment refunded
Original payment method
The guarantee in one glance
The promise is simple.
Here is the difference between the situation that activates the guarantee and what happens next.
GeneKids confirms eligibility.
Once GeneKids confirms that the case falls under the guarantee, the eligible refund is processed.
Your payment is refunded in full.
The refund is returned through the original payment method used for the order.
How the refund works
Clear from confirmation to payment.
The refund journey begins only after GeneKids confirms that a report cannot be produced for one of the eligible reasons above.
When will the money appear? Processing time may vary according to the payment provider and issuing bank.
No result can be produced
The issue is linked to processing, the sample or a technical error.
Eligibility is confirmed
GeneKids confirms that the case is covered by the No Result guarantee.
The full refund is returned
The payment is sent back through the original payment method.
Separate from the guarantee
WhatsApp Order Support
Changing or cancelling an order?
The No Result guarantee applies to an eligible no-result case. Order changes and cancellations are handled separately.
Contact GeneKids as soon as possible if you need to change or cancel an order. Once the kit or processing journey has started, the refundable amount may depend on the stage reached.
Order with confidence
Refund question? WhatsApp 011-3738 2172 with your order reference
Choose the insight scope that fits your family.
GeneKids Discover is our recommended all-round report across nutrition, learning, personality, sleep and fitness.