Refund & Return Policy

1. Overview

We want you to be satisfied with your Sequin experience. This Refund & Return Policy outlines the conditions under which you may request a refund or return for products and services purchased through the Sequin app or website.

2. DNA Test Kit — Unopened

If you have received a DNA test kit but have not opened or used it, you may return it for a full refund within 30 days of delivery. The kit must be in its original, sealed packaging. To initiate a return, contact us at support@sequindna.com with your order number. We will provide a prepaid return shipping label. Refunds are processed within 5–10 business days after we receive the returned kit.

3. DNA Test Kit — Opened or Used

Once a DNA test kit has been opened or a saliva sample has been collected, the kit is non-refundable for hygiene and safety reasons. This applies regardless of whether the sample has been mailed back to the laboratory.

4. Processing Errors

If your DNA sample cannot be processed due to a laboratory error or kit defect (e.g., insufficient sample quality through no fault of your own), we will offer one of the following at no additional cost:

• Re-test: We will ship a replacement kit at no charge so you can provide a new sample.
• Full refund: If you prefer not to re-test, we will issue a complete refund of the original purchase price.

5. Digital Services

Digital services — including AI-powered analysis, health reports, and genomic insights — are non-refundable once analysis has been completed and results have been delivered to your account. If analysis has not yet begun, you may request a refund for the digital service portion by contacting support.

6. Shipping Issues

If your kit is lost, damaged, or undeliverable during shipping, we will ship a replacement kit at no charge or issue a full refund at your request. Please report any shipping issues within 30 days of the expected delivery date.

7. How to Request a Refund

To request a refund or return, please contact us at:

Email: support@sequindna.com

Please include your order number and a brief description of the reason for your request. We will respond within 2 business days.

8. Refund Method

All approved refunds will be credited to the original payment method used at the time of purchase. Processing times may vary depending on your bank or credit card provider, but typically appear within 5–10 business days after the refund is issued.

9. Changes to This Policy

We reserve the right to update this Refund & Return Policy at any time. Changes will be posted on this page with an updated effective date. Continued use of the Service after changes constitutes acceptance of the revised policy.

10. Contact

For questions about refunds or returns, contact us at:

Kraken Dynamics LLC
Email: support@sequindna.com