What should I do if I receive a faulty or damaged DNA kit?

1. Do not use it. If the materials are open, broken or incomplete, do not collect a sample with them: it may not be valid. 

2. Email us at info@kokogenetics.com with your order number and a brief description of the problem. Include a photograph if you can, although this is not required. 

3. You can choose a replacement kit or, where possible, a repair. We cover all shipping costs in both directions. 

If the package arrives visibly damaged, you can refuse delivery and explain why to the courier. We will send a replacement free of charge or refund you if you prefer. Consumers who purchased the kit in Spain also have a three-year statutory guarantee covering the physical kit. If the damage occurs after delivery—for example, a swab falls on the floor—contact us anyway. We will provide a voucher covering replacement materials and shipping, without charging for the analysis again. Full details are in our returns policy.