Applicable to All Products
- Refund requests must be supported with relevant documents or reports, where applicable.
- Refunds, if approved, will be processed within 30 working days from receipt of the request.
- The NuGenomics Quality Team reserves the right to make the final decision on all refund and dispute cases.
- For any queries related to cancellations or refunds, please contact support@nugenomics.in.
1. Saliva-Based Genetic Tests
- You may cancel your purchase within 24 hours of placing the order or before your saliva sample is collected, whichever is earlier.
- If the saliva sample cannot be collected for any reason, the full amount paid will be refunded.
- Once the sample is collected and processing has begun, cancellations are not eligible for a refund.
2. Comprehensive Care Plans (Including Blood Tests)
Cancellation Eligibility
- You may cancel your purchase within 24 hours of booking or before the blood sample is collected, whichever is earlier.
- If we are unable to collect your blood sample, the full amount deducted will be refunded.
Blood Test Result Concerns & Comparisons
- In standard cases, blood report comparisons beyond 7 days from sample collection will not be considered.
- For individuals with chronic conditions, report comparisons may be considered up to 15 days, subject to approval by our Quality Team.
Test-Specific Considerations
Thyroid (TSH):
TSH values may vary due to factors such as fasting status and time of sample collection. Only clinically significant variations will be considered.
Lipid Profile:
Variations in lipid profile values will not be considered for refunds or disputes.
Discrepancy Resolution Process
- In case of a reported discrepancy in blood test results, a free re-sample will be collected.
- The sample will be sent to two labs — one NuGenomics partner lab and one standard reference lab.
- If a confirmed variation is found between reports, the entire test amount will be refunded.
Important Notes
- Once blood tests, genetic testing, or care plan execution has progressed beyond initial stages, partial refunds are not applicable.
- All decisions related to refunds and disputes are subject to quality review and internal validation.
