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Refund policy

Refund Policy

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Product Returns
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Refunds on genetic test samples that have already been processed are not eligible for refunds unless the lab has attempted DNA extraction two times with no successful data. A full refund, minus shipping, will be offered after the second failed attempt. No refunds will be offered due to delivery time frame being beyond the typical 3-5 weeks. Depending on batch orders, it may take longer to process your sample.

To complete your return, we require a receipt or proof of purchase.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at help@maxgenlabs.com.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at help@maxgenlabs.com and send your item to: 3536 HWY 6 S, Sugar Land, TX 77478

Shipping
To return your product, you should mail your product to: 3536 HWY 6 S, Sugar Land, TX 77478

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
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International Orders:

Disclaimer
MaxGen Labs cannot be held responsible for any laws or regulations that result in Customs applying additional cost to your order, whether tax or duties, nor any related seized products or delivery delays. However, the majority of international shipments do not experience problems or delays, and our customers are very rarely assessed additional fees. In the event additional fees are assessed to your order, your local Customs authority will contact you directly. By ordering from MaxGen Labs, you agree to the policies stated above. MaxGen Labs reserves the right to change these policies at any time, and we also retain the right to refuse service to any customer at our sole discretion.

Customs Seizure
Unfortunately, we cannot issue a refund of any kind for orders seized, damaged, or destroyed by Customs unless the order is returned back to our fulfillment center in undamaged and resalable condition. In that event, a refund will be issued will be for the cost of the merchandise only; shipping costs will not be reimbursed. Customs fees may apply. Please note that if the cost to return a rejected package to our fulfillment center exceeds the value of the order, we'll instruct the courier to destroy the package and a refund will not be issued.

Customer Refusal
We are not able to offer refunds on products that are refused for any reason. In addition, if MaxGen Labs is billed for the cost of the return shipment due to your refusal, you may be responsible for that cost, too.

Use of Products
Items sold at MaxGenLabs.com and MaximizedGenetics.com are intended for personal use. We ask that you please familiarize yourself with your country's import restrictions before ordering. We cannot be held responsible for any delays, fees, fines, or penalties incurred by your order due to a violation of law.

Address Errors
We cannot change your delivery address after an order has been submitted. We work directly with our shippers to help resolve address issues where possible, but we cannot be held responsible for any delays, fees, or other delivery issues if your address was incorrectly entered at checkout. If such an error causes an order to be rejected, lost, or destroyed, we cannot issue a refund or replacement of any kind. If the error causes the order to be sent back to us, you may be responsible for return shipping fees, and we'll only be able to refund you for the cost of merchandise. If the return delivery cost is greater than the value of the merchandise, MaxGen Labs will inform the carrier to abandon the package and no refund will be issued.