Changing or cancelling. If we have not yet dispatched your kit, email info@kokogenetics.com as soon as possible with the order number and we will amend or cancel it.
Statutory cancellation rights (14 calendar days). As a consumer, you can cancel your purchase without giving a reason:
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The kit: within 14 calendar days of receiving it, provided the sample collection materials remain sealed.
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The analysis: within 14 calendar days of receiving the kit. Opening the kit does not, by itself, remove this right. Only if you expressly requested, through a separate action, that we start the analysis before the cancellation period ended may we deduct a proportionate amount for the service already provided. If you did not request this, we will not charge for it.
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The refund: we refund you using the same payment method within 14 calendar days of your cancellation notice, although we may wait until we receive the kit or proof that you have sent it. Return the kit within 14 calendar days of notifying us. You are responsible for return postage.
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Advanced Upgrade: you can cancel within 14 calendar days of purchase. Before buying, you will see the upgrade terms and how they affect your cancellation rights. If you request activation within that period, we will obtain the relevant consents and send you confirmation.
Voluntary returns (30 calendar days). After the first 14 days, you can return a sealed kit up to 30 calendar days after receiving it. You pay return postage, and we deduct €50 for administration and logistics.
To request a return, email info@kokogenetics.com with your order number. If you bought from a marketplace or shop, arrange the return with that seller. Full terms are in our returns policy.