Our failure rate is low, but occasionally a sample does not contain enough DNA or does not pass the quality checks. The laboratory makes several attempts before declaring a sample unsuccessful.
If it fails for a reason beyond your control, we will notify you and send you a new kit free of charge to repeat the analysis. If the second sample also fails, you can choose a third collection free of charge or cancel the service for a refund. You have three months from our notification to decide; if you do not respond within that period, we will close the case, although you can contact us later. If the third sample also fails, any further analysis will incur a charge, which we will explain before you confirm. Repeating collection does not guarantee a result: in some cases a blood sample would be needed, which we do not collect.
If the sample fails because the collection, packaging or shipping instructions were not followed, for example because it was sent without the official label, a new kit will be needed. See the details in our Updates and Sample Retesting Policy.