Sometimes a sample does not contain enough DNA, or its quality is too low to provide reliable results. Common causes include eating or drinking shortly before sampling, insufficient swabbing time, the swab touching other surfaces or another animal, or poor storage. Before declaring a sample unsuccessful, the laboratory repeats extraction and analysis. If it still fails quality control, we prefer not to issue results.
If the sample fails:
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We notify you by email and explain the next steps.
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If you collected and sent the sample correctly, we offer a new kit free of charge, with advice for collecting the replacement sample. We can analyse up to three samples per order: the original, one free repeat and, if offered, a third.
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You have three months from our email to decide whether to repeat sampling or, if the failure was not your fault, request a refund of the analysis fee. If you do not respond, we will send a reminder before the deadline. We will then close the case without affecting your statutory consumer rights.
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If the samples analysed still do not yield results for reasons beyond your control, we refund the analysis fee. Exceptionally, we may suggest analysing a blood sample collected by your vet. Collection is not included in the price unless we expressly offer it.
A repeat is only chargeable if the failure is demonstrably due to not following the instructions, for example an expired or unregistered kit or a sample mixed with another animal’s. In that case, we tell you the price in advance and make no charge without your confirmation. Full details are in our updates and repeat sampling policy.