Right of withdrawal and return

Main rule: 14-day right of withdrawal

You have the right to withdraw from the purchase within 14 days without giving any reason. The deadline runs from the day you receives the sample kit . To exercise your right of withdrawal, notify us within the deadline using the cancellation form (see below) or another clear message (email only). If you send a message before the deadline expires, there is still time.

Important exceptions for DNA tests (please note)

The right of withdrawal applies not unconditionally for a DNA test. Two exceptions in Section 22 of the Right to Withdrawal Act are relevant, and we want you to understand them:

• Opened or used test kit (§ 22 letter g). The exception may be relevant for a sealed item which, for reasons of health protection or hygiene, is not suitable for return after the seal has been broken. Whether the sample set meets the conditions must be clarified. A used biological sample cannot in any case be returned as an unused item.
• Analysis and digital results (section 22 letter n and the rules on services). The classification of the analysis and the result must be clarified. If a legal exception is to be used, GenePaws must obtain the express consent and acknowledgment required by law before delivery begins.

Get in touch if you want to cancel. GenePaws then assesses the right for the goods and services part based on what has been delivered and which consents have actually been given. Inalienable consumer rights apply regardless.

How to exercise your right of withdrawal

1. Give notice within 14 days via the contact method that must appear in the order confirmation and the final terms of sale. Feel free to use the cancellation form below.
2. Wait for return instructions before sending the sample kit. The return address, shipping method and who covers the return cost must be stated in the final terms of sale.
3. In the case of a valid right of withdrawal, we refund the amount according to the rules in the Right of Cancellation Act. Refunds are normally made with the same means of payment. For goods, the refund can be withheld until the goods have been received, or you have documented that they have been sent back.

Complaint (if something is wrong)

Right of withdrawal is something else complaint . If there is a deficiency to the product (e.g. defective kit or delivery error), you have the right to complain after Consumer Purchase Act, normally within a reasonable time, and never shorter than 2 months from the time you discovered the defect, with an outer deadline of 2 years (or 5 years for goods intended to last significantly longer). We do not limit these rights. Contact us and we'll sort it out.

Cancellation form (template)