If you have had an unsuccessful sample there are a couple of things that might have happened. The sample collection process is an important step, and swabbing incorrectly is what causes most failed samples.
There is a helpful article in our help centre, here, which gives some useful tips.
It's important to note that some medications and medical treatments can have an effect as well - in particular, we know that chemotherapy can cause a low call rate in some people. Please speak to your primary care provider about whether your medication may have had an effect on your DNA, or on your epithelial shed rate.
Some people will struggle to swab enough DNA to test at all, regardless of circumstances. This is because they naturally do not shed enough cells compared to others which makes it harder to extract enough DNA for testing. This is not a medical condition - ironically it is a quirk of genetics - and unfortunately, participants cannot increase their shed rate.
Our terms and conditions state that in the event of a test failing, you have two options. You can either:
- Give the test another go. We will send you a new kit free of charge
- If you decide you do not wish to try again we can provide you with a refund less handling and shipping costs (25%)
If your second test fails you will again have 2 choices. You can either:
- Give the test another go. We will send you a new kit free of charge.
- If you decide you do not wish to try again we can provide you with a refund less handling and shipping costs (50%)
After 3 rounds of testing, we are unable to provide any further tests or refunds.
If your third test is not successful, you will not be entitled to a refund, and you will not be permitted to take any further DNA test through us.
Please make sure you get back to us quickly if your test does fail. All testing must be completed within one year of your first sample arriving at the lab. If you get back to us after this 12 months has elapsed we will not be able to provide any additional testing.
Please note that the style of swab pictured will be phased out at the end of 2021, and will be replaced with one in a sterile envelope.
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