Refund Policy

Language: English | Français

Effective date: July 22, 2026

1. Where to request a refund

If you purchased through Amazon.ca or another marketplace, begin the request through the order-history or return process for that marketplace. The seller of record shown on the order is responsible for the retail refund. If the marketplace or seller directs you to PuppyGenes, or if PuppyGenes sold the kit directly, contact support@puppygenes.com with the order number and account email.

2. Unused kits before sample collection

An unused kit may be returned within 30 days after delivery for a refund of the purchase price and applicable taxes. “Unused” means that no swab or other sample-collection component has been used and no sample has been submitted. Opening only the outer packaging to inspect the contents, read the instructions, or access activation materials—and activation by itself—does not make the kit ineligible, provided all kit contents are returned. If you decline the PuppyGenes Terms or sample-processing consent before submitting a sample, this unused-kit return remains available. If the material activation Terms or sample-processing consent were not made available before purchase, the 30-day period for this unused-kit return begins when they are first presented to you, provided no sample has been submitted.

For an Amazon.ca purchase, begin through Amazon's return process; the rules displayed for your order determine the return label and shipping method. If that process does not make this promised remedy available, contact PuppyGenes. For a future direct PuppyGenes sale, the customer pays ordinary return shipping for a voluntary change-of-mind return unless the checkout states that a prepaid return is included. The responsible seller pays return shipping where the order was incorrect, damaged, defective, materially late, or where law otherwise requires it. Any original shipping charge is refunded where required by law or in those circumstances.

Where PuppyGenes processes the return, we issue an approved refund to the original payment method within 10 business days after receiving the returned kit or receiving adequate proof of return, whichever applicable law requires. Your bank or payment provider may require additional processing time.

3. Cancellation before and after laboratory processing

If we receive a cancellation request before the laboratory begins processing the sample, we will cancel the unperformed Service and provide the refund required by applicable law, less only a lawful and clearly disclosed amount for any portion already supplied.

A voluntary change-of-mind refund is generally unavailable after the laboratory has begun individualized processing. This does not limit a remedy where the product or Service is not supplied, materially late, defective, non-conforming, misrepresented, or otherwise subject to a statutory cancellation, refund, replacement, retest, chargeback, or damages right.

4. Unusable samples and quality failures

If a sample cannot be processed because it is insufficient, contaminated, or damaged, we will provide one replacement collection kit and one repeat attempt without charge. If that repeat attempt also fails for a reason not caused by a breach of the collection instructions, we will provide a refund or another remedy required by law. If a verified laboratory or PuppyGenes quality failure materially affects a result, we will provide a retest, replacement, corrected report, refund, or other remedy appropriate to the failure and required by law. This does not guarantee a particular biological result or eliminate the inherent limitations described in the Terms.

5. Damaged kits and transit problems

If a kit arrives damaged or an outbound or prepaid return shipment appears lost, contact us within 14 days after delivery or the expected delivery date, as applicable. After confirming the issue, the responsible seller will provide a replacement or another remedy required by law. The 14-day reporting request helps us investigate a carrier claim; it does not waive a mandatory legal right.

6. Samples and information after a refund

A return of an unused kit creates no sample or genetic data. If a refund or cancellation concerns a submitted sample, the physical sample and associated information remain subject to the destruction, retention, and legal-exception rules in the Privacy Policy. A refund does not by itself require us to retain a sample or information longer than those rules permit.

7. Mandatory rights

Nothing in this Policy limits or replaces a right or remedy under applicable consumer-protection law. Where this Policy and mandatory law differ, the law applies. The governing-law and forum provisions in section 19 of the Terms apply to this Policy, including the Québec-consumer provisions.