Refund Policy

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Version 5.0. Effective date: September 28, 2026

This Policy forms part of our Terms of Service.

1. Unused kits

You can return an unused kit within 30 days after delivery for a full refund. "Unused" means no sample has been collected or submitted. Opening the box, reading the instructions or activating the kit does not stop a return, as long as you send back all the contents. Start the return through your Amazon order. If Amazon's process does not give you this refund, contact us.

2. After your sample is submitted

Once the laboratory has started analyzing your sample, we generally cannot offer a change-of-mind refund, because the work has been done for your dog. If you cancel before the laboratory starts, we will refund you as the law requires.

3. If a sample cannot be processed

If your sample cannot be analyzed, we will send one replacement kit free of charge. If the second sample also fails, and you followed the collection instructions, we will refund you. If a laboratory or PuppyGenes error materially affects your report, we will correct it, retest or refund you.

4. Damaged or lost kits

If your kit arrives damaged, or a shipment seems lost, contact us within 14 days of delivery or the expected delivery date and we will replace it or provide another remedy the law requires.

5. Your legal rights

Nothing in this Policy limits a right or remedy you have under consumer protection law. Where this Policy and the law differ, the law applies.

Contact: support@puppygenes.com or 416-315-6352.