Refund policy

Refund & Exchange Policy
My Forever DNA
Effective Date: July 2025

At My Forever DNA, we understand that DNA testing is a significant and sensitive decision. Our goal is to provide clear, fair, and transparent policies to ensure a positive experience for every customer. Please review the following refund and exchange terms carefully before placing your order.

1. Order Cancellations

Before Shipment:
Orders canceled before a DNA kit is shipped may be eligible for a refund. A $25.00 administrative fee will be deducted from your total purchase. Refund approval is at our discretion.

After Shipment:
If your DNA test kit has already shipped, you may return it within 30 calendar days of the shipment date, as long as the kit remains unopened, unused, and laboratory processing has not begun. The kit must be returned in its original, sealed packaging.

A $75.00 administrative fee will be deducted from your refund. Shipping charges are non-refundable, and return shipping costs are the responsibility of the customer unless the return is due to an error or defect on our part.

NEW YORK NOTICE:
Due to NY State Department of Health regulations, we cannot ship home DNA testing kits to addresses within the state of New York. If you place an order and the shipping location(s) include a New York address, the order will be canceled and a refund will be issued. A $50.00 administrative fee will be retained.

2. Exchanges - Ordered the Wrong DNA Test

If you ordered the incorrect test kit, we’re happy to assist with an exchange:

  • If the new test is the same price, we will exchange it at no extra charge.
  • If the new test is higher in price, you will be responsible for paying the difference.
  • If the new test is lower in price, a store credit may be issued or a partial refund granted at our discretion (less any applicable fees).

Please notify us as soon as possible, preferably before your kit is shipped, to avoid unnecessary costs - Phone: 1-402-800-7161 | Email: sales@myforeverdna.com

3. Non-Refundable Situations

Refunds will not be issued under the following circumstances:

  • The DNA test kit has been used, partially collected, or returned with missing components
  • A DIY "Make Your Own" Kit was purchased (digital download, non-refundable)
  • A Multiple Location DNA Test Kit was purchased and one or more participants fail to return their samples
  • Refused Delivery or Return to Sender: If a DNA test kit is marked as “Return to Sender,” refused upon delivery, or returned as non-deliverable due to the intended recipient declining participation or not accepting the package, no refund will be issued. My Forever DNA fulfills its obligation by preparing, packaging, and shipping the kit as requested at the time of order. Once shipped, the responsibility for accepting and completing the test lies with the customer and/or participants.
  • Discreet or alternative DNA samples (e.g., toothbrush, hair, nail clippings, etc.) are submitted, regardless of viability
  • Test results are unexpected, unwanted, or cause emotional distress
  • The test kit is returned using an unauthorized shipping method, which may result in delays, tracking issues, or the loss of the package

4. Family Relationship Testing

(Excludes Paternity, Maternity, and Twin Zygosity Testing)

Family relationship tests - such as those involving grandparents, siblings, aunts/uncles, or other relatives - rely on statistical probability, not direct DNA comparison to an alleged father. Because of this, results may be inconclusive, unclear, or misclassified, particularly when a maternal DNA sample is not provided.

  • We strongly recommend including the mother’s DNA when possible to enhance the accuracy and reduce the likelihood of inconclusive results.
  • Due to the nature of statistical-based analysis, no refunds will be issued for tests that yield inconclusive or non-definitive results.

5. Sample Viability & Retesting (For discreet, alternative or non-standard samples): 

  • A viability review will be performed upon arrival; the viability check fee is non-refundable
  • If the sample lacks sufficient DNA, a $100 recollection & retesting fee will apply
  • If multiple alternative samples are submitted for one individual, a $100 fee per additional sample will apply
  • We cannot guarantee results for non-standard samples, and no refunds will be issued if a sample fails due to poor quality or contamination

6. Unauthorized Shipping Returns

If the test kit is returned via a carrier other than the one provided (e.g., using USPS when a FedEx label was issued):

  • A $50.00 reshipment fee will be charged if a new kit must be sent
  • Tracking may not be available, and it may take up to 60 days for the package to reach our lab
  • No refund will be issued for testing delays due to improper shipping

7. Damaged, Defective, or Incorrect Kits

If you receive a DNA test kit that is damaged, defective, or incorrect, please contact us within 5 business days of receipt. We will replace the kit at no cost to you.

8. Refunds for Unexpected Results

We understand that DNA results can be life-changing. However, we cannot issue refunds based on disappointment or emotional response to the results.

  • If you are the alleged father and the results determine you are not the biological parent, this does not qualify for a refund.
  • We provide testing services - not a guaranteed outcome. Our lab follows strict protocols to ensure results are accurate based on the samples provided.

9. Refund Processing - If a refund is approved:

  • It will be processed to the original form of payment (credit card, merchant account, check, or money order)
  • Refunds may take up to 5-10 business days to appear, depending on your bank or provider
  • All refunds are issued less applicable fees and non-refundable shipping charges

10. Shipping & International Orders

  • U.S. Orders: All DNA kits ship free via FedEx or USPS
  • International Orders: Customers are responsible for any applicable customs duties, import restrictions, and shipping fees. My Forever DNA is not liable for orders delayed or denied by international customs
  • Return Shipping Costs: If we sent the wrong kit or there is a defect, we’ll cover return shipping. Otherwise, the customer is responsible

11. How to Request a Refund or Exchange

To initiate a refund or exchange, please contact our team with your order number and details - Phone: 1-402-800-7161 | Email: sales@myforeverdna.com

12. Your Privacy Is Protected

All DNA samples, results, and personal information are handled with the utmost confidentiality. We do not share, sell, or store personal data outside the scope of the testing process. Our partner lab is AABB and CAP-accredited, and all samples are processed under strict privacy and chain-of-custody protocols.

Thank you for choosing My Forever DNA. We are here to support you with care, clarity, and trusted results.