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Legal
Refund & Cancellation Policy
When you can cancel, what it costs, and what happens if a sample fails.
When you can cancel, what it costs, and what happens if a sample fails.
Opening a case costs nothing. We review it, confirm your price, and you pay inside your own case file only once you have approved that figure. Everything below applies from that point onward.
1 · Designated professional collection location. Once you have approved your quote and paid, we arrange a collection appointment for each participant at a professional collection site near them. A trained collector verifies identity and takes the cheek swab. This is the method used for every legal, court-admissible case, and it is available for personal cases as well.
2 · Mailed home collection kit — eligible non-legal tests only. For personal (peace-of-mind) tests that qualify, a collection kit can be mailed to you, the swabs taken at home, and the kit returned to the laboratory. A home collection kit is not a legal chain-of-custody collection. No one verifies who was swabbed, so the report cannot be used in court or for any legal purpose. If you may ever need a legal result, choose a professional collection location.
The cancellation stages below apply to both methods. "Dispatch" means the moment the laboratory ships the collection kit — to the collection site for method 1, or to your address for method 2.
Before the collection kit is dispatched — full refund, less a $75 administration fee for the case review already carried out. For a professional collection location, this is the period after you have paid and before the laboratory has shipped the kit to the site.
After the kit has shipped, before any sample is collected — 50% is non-refundable. The laboratory charges us from the moment a kit leaves, whether it is going to a collection site or to your home, which is earlier than most people expect.
Once any participant's sample has been collected — the case is non-refundable. This applies from the first participant's collection, even if other participants have not yet been collected. At that point the test is under way.
It happens, and it is not treated as your fault. The stage the case has reached decides the outcome: before dispatch it is the $75 fee, after dispatch it is the 50%, and once another participant's sample has already been collected the case is non-refundable. Call us as soon as you know — the earlier you tell us, the less it costs you.
If a sample cannot be read for reasons outside your control, we arrange a repeat collection at no charge to you. If a repeat is needed because the collection instructions were not followed — eating or drinking beforehand is the usual cause — a resample fee of $60 per participant applies.
For anything other than a cheek swab — a toothbrush, a razor, an item of clothing — the laboratory states plainly that there is no guarantee that a DNA profile will be obtained. The fee pays for the attempt and is charged whether or not a usable profile results. We will say this to you again before you commit, because it is the single most common cause of a difficult conversation afterwards.
A correctly performed test that returns an answer you were not hoping for is not grounds for a refund. If you believe there has been an error, call us — we will review the case with the laboratory, and if the error is ours or theirs we will put it right at our cost.
Call (678) 492-5201 or email info@divinednalab.com with your case number. Approved refunds are returned to the card used, and normally appear within 5 to 10 business days.
Last reviewed 14 September 2026. Questions about anything on this page? Call (678) 492-5201 or email info@divinednalab.com.