Refund policy

Refund and Return Policy

  1. Unused Test Kits
    You may return unused test kits for a refund if the request is made within 30 days of the purchase date (the "Return Period"). Refunds will not be issued for requests made after the Return Period. Returned test kits must be in good and unused condition. Customers are responsible for all shipping and handling costs associated with the return. Store credit is not available.

  2. Woofgenix Supplements and Other Products
    Supplements and other products must be unused and in new condition to be eligible for a refund. Returns must be made within 30 days of purchase. Refunds will not include shipping and handling costs, which are the responsibility of the customer.

  3. Third-Party Products
    Products sold through Woofgenix but manufactured by third parties are subject to the return policies of the respective manufacturers.

Failed Sample Policy

  • If initial processing of your pet’s saliva sample fails and sufficient sample material remains, Woofgenix will reprocess the sample at no additional cost.
  • If the second attempt also fails, we will notify you via the contact information provided during purchase. At this point, we will offer to send a replacement test kit free of charge. If you decline this offer within 30 days, you may request a refund for the test kit, less shipping and handling.
  • If insufficient DNA material is gathered from sampling, Woofgenix will reach out to the customer to confirm sampling methods are valid, and if approved, ship an additional sampling kit.

If a second replacement test kit fails, Woofgenix will not issue further replacements or refunds. Customers who submit a new test kit for the same pet at a later time and experience subsequent failures will not be entitled to additional remedies.

In cases where processing succeeds but data is deemed unusable or incomplete, no refunds will be provided.