Our swabs have a shelf-life, which can be affected by storage conditions. If they’re not kept at the optimal temperature and humidity, or if they’re left in direct sunlight for any period of time, this can affect how effective they are.
Because of this, your Living DNA swab must reach us and begin testing within 12 months of your purchase - this includes any replacements for lost or damaged kits, and retests for failed samples.
This means that if you place an order on the 1st of January, your sample must arrive with us at the beginning of December at the latest in order to stand any chance of receiving results. In this scenario, we wouldn’t be able to offer a replacement kit for a retest, as there would not be enough time to send a kit, receive a sample, and begin testing before the 1st of January.
We recommend sending your sample within 3 months, so that there is ample time to perform all 3 rounds of testing we offer (in the very rare instance that this is necessary).
If you intend to give the kit as a gift, please let the recipient know that we must receive their sample and begin testing within a year of your order, to avoid disappointment.
Should the sample arrive late, it will be destroyed safely and securely at our lab. We can send a replacement kit at a cost of £50 + postage (converted to your local currency).
You can read our full terms and conditions here.
Questions? Concerns? Reach out to our friendly customer support team by emailing help@livingdna.com, or call us on +44 203 823 6002.
Comments
0 comments
Please sign in to leave a comment.