Refund policy
Version PD-2026-01 · Effective from September 14, 2026 · Replaces previous version ·
This Policy forms part of the contract together with the Legal Terms, the Informed Consent, and the Policy on Information Updates and Sample Repetition, and is accessible on the Website prior to ordering. It explains how to return an order, what happens if the product arrives defective or damaged, our delivery times, and how refunds are issued.
Nothing herein limits your statutory consumer rights. If any term in this Policy is less favorable than the law, the statutory law prevails.
GENELINK, S.L. (trademark «tellmeGen»), Tax ID B98649494, calle Arquitecto Mora 5, floor 2, door 4, 46010 Valencia, Spain · info@tellmegen.com · Phone: +34 960 090 596.
1. Summary of your rights
• You have 14 calendar days to withdraw from the contract without giving any reason, subject to the statutory exceptions set out in section 3.
• If you exercise a valid withdrawal or, in Spain, the Advanced or ULTRA test is not prescribed, we will refund the purchase price of the product and standard delivery costs, without penalty or administrative fees.
• If the product arrives defective or damaged during transit, replacement and all shipping costs are covered by us.
• If the kit does not arrive, we will send you a new one free of charge.
• Once the kit seal is broken, it can no longer be returned for health protection and hygiene reasons; however, this does not affect your statutory warranty or the sample repetition policy if the sample fails to yield results.
2. How to initiate a return
2.1 Write to us at info@tellmegen.com stating your name, order number, and reason. You may also use the withdrawal form provided in Annex I of the Legal Terms or any other unequivocal statement.
2.2 We will acknowledge receipt of your request and guide you through the return shipment process whenever applicable.
2.3 We recommend keeping your proof of purchase, although it is not mandatory: we can locate your order using your account details.
2.4 When returning the product, package it securely so that it arrives protected. You do not necessarily have to use the original outer box.
3. Right of withdrawal: period, procedure, and exceptions
3.1 Withdrawal period. You have 14 calendar days to withdraw from the contract without giving reasons. For goods, the period begins on the day you receive the kit; for services and subscriptions, on the day the contract is concluded.
3.2 Statutory exceptions. The right of withdrawal does not apply to:
• The saliva collection kit once unsealed, as it constitutes sealed goods unsuitable for return due to health protection and hygiene reasons.
• Services fully performed, provided performance began with your prior express consent and your acknowledgment that you would forfeit the right of withdrawal once fully completed.
• Digital content not supplied on a tangible medium whose performance has begun with your prior express consent, your acknowledgment of forfeiting the right, and the corresponding contractual confirmation.
3.3 Services commenced but not completed. If you expressly requested that the service start during the withdrawal period and later withdraw before full completion, you may be charged a proportionate amount corresponding to the service effectively provided up to the date of communication.
3.4 Condition of the product. You may open the outer parcel and inspect the contents just as you would in a physical store. You are only liable for any diminished value resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods. We do not make returns conditional upon keeping the original outer case or packaging.
3.5 Returning the product. If the kit remains sealed, please send it back within 14 calendar days from the date you communicate your withdrawal.
4. Refunds
4.1 If you withdraw validly or if, in Spain, the Advanced or ULTRA test is not prescribed (in which case kit return is not required), we will refund all payments received from you, including standard delivery costs, without penalty or handling charges.
4.2 Refunds will be processed within a maximum of 14 calendar days from the date we are informed of your decision, using the same payment method used for the initial transaction, unless expressly agreed otherwise. You will not incur any fees as a result of such reimbursement.
4.3 In the case of goods, we may withhold the refund until we have received the product back or until you have provided proof of return shipment, whichever is earlier.
4.4 If you selected an express or premium delivery method that is more expensive than standard delivery, shipping reimbursement is limited to the cost of standard delivery.
4.5 You will bear the direct cost of returning the goods if you were informed of this prior to concluding the contract, unless the product is defective or we have expressly agreed to bear those costs.
5. Extended commercial returns
5.1 In addition to your statutory right above, and on an entirely voluntary basis, we accept returns of unused kits for up to 30 calendar days from receipt of the order.
5.2 This commercial window is supplementary to and does not affect your statutory rights, and is subject to the following conditions: the kit must remain sealed and in resellable condition, return shipping costs are your responsibility, and a deduction of €50 will apply to cover logistics and handling expenses already incurred.
5.3 If your request falls within the statutory 14-day withdrawal period set out in section 3, it will be handled pursuant to that section without any deductions, even if you invoke this section 5.
6. Defective products or items not matching the order
6.1 Kits are covered by the statutory legal conformity guarantee. In Spain, this period is three years from delivery; in other territories, the mandatory legal framework applies.
6.2 If the product presents any defect or non-conformity, email us at info@tellmegen.com as soon as you notice it, detailing the issue. We appreciate attaching a photograph to expedite processing, though it is not mandatory to process your claim.
6.3 You may choose between replacement and repair, unless the selected option is impossible or disproportionate. If neither remedy resolves the lack of conformity, or if it is not carried out within a reasonable timeframe and without major inconvenience, you may request a price reduction or termination of the contract.
6.4 The replacement and all associated delivery charges (outbound and return) will be covered entirely by us.
6.5 During the statutory period, any lack of conformity is presumed to have existed at the time of delivery, unless proven otherwise or incompatible with the nature of the product.
6.6 If after inspecting the product we conclude that damage occurred due to improper use after delivery, we will provide a reasoned written explanation. You may submit additional information, request a second review, and in any case resort to the dispute resolution mechanisms outlined in section 12.
7. Damage sustained during transport
7.1 The risk of loss or damage to the order remains with tellmeGen until you or a designated third party physically receives the goods.
7.2 We recommend inspecting the parcel upon delivery. If it shows visible signs of damage, you may reject it and state the reason to the carrier.
7.3 If you accept the parcel and discover damage later, please notify us as soon as possible. Photographs of the packaging and contents help us process our claim with the carrier, but failing to provide them does not prevent you from exercising your rights.
7.4 In either case, we will send a replacement product at no cost or, if you prefer, issue a full refund.
8. Undelivered or lost orders
8.1 If the kit has not arrived within 15 calendar days of order confirmation, write to info@tellmegen.com and we will open an investigation with the carrier.
8.2 Once non-delivery is confirmed, we will dispatch a replacement kit at no cost.
8.3 If you prefer not to receive a replacement shipment, you may terminate the contract and receive a full refund of the amount paid.
8.4 Generally, if we fail to deliver the order within the agreed deadline or, absent agreement, within 30 calendar days of contracting, you may grant us an additional reasonable period and, should delivery still fail, terminate the contract with a full refund.
9. Shipping and delivery timeframes
9.1 Following payment confirmation, the kit is typically prepared and dispatched within 2 to 4 business days, and delivery usually takes between 2 and 5 business days, depending on destination.
9.2 Return shipping of the sample to the laboratory — which in Spain, for Advanced and ULTRA, is done with the label issued once the test is prescribed — is included provided purchase and return take place within the same country. If this is not the case, please contact us before sending: additional costs or restrictions may apply.
9.3 Results are generally available within 4 to 6 weeks from receipt of a valid sample at the laboratory.
9.4 Timeframes in this section are estimates based on standard operations and may vary due to volume, quality controls, destination, or logistics incidents. We will inform you of any material delays. The provisions of section 8.4 apply in all cases.
9.5 You have 12 months from purchase to register your kit and send in the sample, pursuant to section 11 of the Legal Terms.
10. Kits purchased through distributors or retailers
10.1 If you purchased the kit from an authorized distributor or retailer, product returns must be handled directly with the seller in accordance with their return policy, as the purchase agreement was made with them.
10.2 This does not affect the laboratory analysis service, kit activation, or the rights granted to you against tellmeGen regarding the service under this Policy and the Legal Terms.
10.3 If you have any doubts regarding whom to contact, write to us and we will assist you.
11. DNA raw data upload service
11.1 File compatibility requirements can be reviewed on our Website prior to ordering. We recommend checking them before making payment.
11.2 If your file turns out to be incompatible with our platform and you have already purchased the plan, contact us at info@tellmegen.com with your name and order number: we will issue a full refund, typically within 24 to 48 hours and in any event within 14 calendar days, via the original payment method.
11.3 Partial compatibility. In some instances, a file allows health reports to be generated but not ancestry and haplogroup reports, because markers used by the source provider are insufficient for those calculations. This limitation is noted in the compatibility criteria prior to contracting. If the file is compatible for the primary reports included in the purchased plan, a refund is not applicable on this basis; if the file only generates a minor portion of the service, we will offer contract termination with a full refund or a proportional price reduction.
11.4 Digital content and withdrawal. When activating the service, you are separately asked to expressly request immediate execution and acknowledge that you will forfeit your right of withdrawal once performance has begun. If these statements are not provided, service execution will not commence until the withdrawal period has expired.
12. Sample sent and laboratory analysis underway
12.1 Once the kit has been unsealed and the sample sent, returning the physical product is no longer possible, but your statutory rights remain fully intact.
12.2 If the sample does not meet minimum quality criteria, the Policy on Information Updates and Sample Repetition applies, providing free sample repetition and, where appropriate, a refund.
12.3 If failure or delay in delivering results is attributable to us, you may terminate the contract under consumer protection regulations and receive a refund for amounts paid for services not rendered.
12.4 Minor's test without proof of representation. If legal representation of a minor is not verified within the period specified in section 14.4 of the Informed Consent, we will cancel the service, and the general rules of this Policy will apply depending on the status of the kit and elapsed time: withdrawal (section 3), voluntary return of unused kits (section 5), or unsealed kit with sample dispatched (section 12.1).
13. Claims and complaints
13.1 If you are dissatisfied with how your return or claim was handled, write to info@tellmegen.com and we will review your case.
13.2 As a consumer, you may resort to Consumer Arbitration Boards, mediation or arbitration bodies in your country, or the relevant European Consumer Centre. We keep alternative dispute resolution channels up to date on our Website.
14. Validity and amendments
14.1 This Policy carries a version identifier and date. Each order is subject to the version in effect at the time of purchase, unless a subsequent version is more favorable to you.
14.2 You may request historical versions by contacting info@tellmegen.com.
14.3 If you have any questions: info@tellmegen.com.