Refund policy
Orders & Payments
All orders placed through the website, application, or authorized channels are considered final upon successful payment confirmation.
Due to the personalized, biological, and sensitive nature of genetic testing products and services:
- orders cannot be cancelled after placement;
- payments once made are non-refundable;
- partially used kits shall not be eligible for replacement or refund.
Replacement of Damaged Kits
Customers may request replacement only in cases where:
- the testing kit is delivered in a damaged condition;
- the kit packaging is tampered with;
- the kit components are missing;
- the kit is structurally defective or unusable upon delivery.
Note: Images of Products on the Site are for illustrative purposes; actual Products may differ from such images.
Any such issue must be reported within 48 hours of delivery along with:
- order details,
- photographs/videos of the damaged kit,
- supporting information reasonably requested by the Company.
Upon verification, the Company may, at its sole discretion:
- replace the kit without additional charge; or
- provide alternate resolution deemed appropriate.
Non-Returnable Products
For safety, hygiene, quality-control, and biohazard reasons:
- opened kits,
- used collection devices,
- submitted samples,
- processed samples,
- activated testing kits
cannot be returned, exchanged, or refunded.
Limitation
The Company reserves the right to reject replacement requests where:
- damage appears caused after delivery;
- misuse, mishandling, or unauthorized modification is identified;
- the request is made beyond the prescribed reporting timeline.
CONTACT FOR SUPPORT
For assistance regarding damaged kits or delivery issues:
Email: info@biosynergy.in
Customer Support: +91-9900879800
SAMPLE QUALITY & RESAMPLING
In cases where:
- samples are contaminated,
- insufficient,
- improperly collected,
- degraded,
- or fail quality checks,
the Company may:
- request resampling,
- charge applicable resampling fees,
- reject testing where processing is not feasible.
Refunds, if any, shall be governed by the applicable refund policy.
GENETIC RAW DATA
Raw genetic data may not be routinely shared for certain wellness or preventive genomics offerings.
For selected clinical offerings, raw data access may be provided at the Company’s discretion, subject to:
- applicable regulations,
- technical feasibility,
- internal policies,
- additional documentation requirements.
