Report Shop Refunds and Replacement Kits

Refund policy

• DNA kits are non-refundable.
• Shipping is non-refundable.
• Reports are non-refundable.

If something has gone wrong with your order rather than changed your mind about it, email support@selfdecode.com — a sample that could not be read, a report that will not generate, or a charge you do not recognize are all things our team handles directly.

Replacement kits

You may need a replacement kit if your sample was contaminated, if it was sent without the barcode sticker, or if the lab could not read it.

Email support@selfdecode.com with the same information you gave on your original order, and we will sort out a replacement and confirm the current cost.

Changing or cancelling an order

Email support@selfdecode.com as soon as you can with your order number. If your kit has not shipped yet there is usually more we can do, so it is worth writing in early.

A charge you do not recognize

Email support@selfdecode.com with the date and amount and we will trace it.

One charge is worth ruling out first: a $0.00 “provisioning service” line is a card verification test your bank or wallet runs when a card is added to a new service, such as Apple Pay or Google Pay. It is not a SelfDecode charge and no money moves.

Still need help?

Get in touch and we’ll pick it up from there. Our team is around seven days a week, and most messages get a reply within a few hours.