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Return policy



How to return a product:

Whatever the reason, please notify us of your request to return a product by emailing us at [email protected] If you would like a refund of your order, it will be made through the same means used for the payment of the initial order.

For a faster service, items must be returned in their original packaging and, if possible, in the same box in which they were sent. If this is not possible, we would be grateful if you could pack the products in the most appropriate packaging in order to avoid any problems during the return.

A confirmation email will inform you of the reception of your package and the processing of your order.

Conditions for exchanges and returns:

The maximum period for requesting returns will be fifteen (15) calendar days from the day of receipt of the order. After this period, tellmeGen will not accept returns.

For hygiene and health reasons, tellmeGen will not accept returns of used, opened or unsealed products. Neither will we accept products that have been damaged, without the original packaging/box/case or that are missing any element.

For a return to be effective, the kit must be returned to our facilities. Once the kit is received and checked by our team, we will proceed to refund the purchase amount applying a penalty of 50€ (or its equivalent in the currency of payment) for handling and shipping costs.

If the sample has already been sent to our laboratory and is already being processed, a refund will not be possible.

For hygiene and health reasons, tellmeGen does not accept exchanges of purchased kits.

Steps to follow for the returns:

If you wish to return any product, please follow these instructions:

1. Contact our Customer Service Department at [email protected] indicating the order number and order date.

2. Pack the product(s) under the same conditions you received it. tellmeGen will send the label to make the return shipment to our facilities.

3. Once the products are received, tellmeGen personnel will check it and, if everything is correct, we will proceed to refund the amount applying the penalty described above.

The refund will be made through the same payment channel that the customer selected at the time of placing the order.

We inform you that you must keep the invoice of the order to manage any return or replacement.


For reasons beyond our control, it is possible to receive a product with a manufacturing defect or in poor condition. Please, as soon as you notice that the product has an anomaly, please contact our Customer Service Department to inform us of the incident. Once you contact us, we will indicate the procedure for the replacement of the defective product.

If the reason for the return is because the product has some kind of deterioration or manufacturing defect, tellmeGen will be responsible for the return shipping costs.

We will not accept returns of products that have been opened or used, unless it is because they are damaged or defective.

Please note that you must keep the invoice of the order to manage any return or replacement.

Returns due to transport damages.

It is possible that the product suffers some type of damage derived from its handling or transport. In order to identify possible damage caused by transport, tellmeGen recommends its customers to check the package at the time of receipt in order to identify possible bumps or damage on its outside.

In the event that the goods show obvious signs of transport damage, the customer has the right to refuse the goods upon receipt, informing the courier of the reason for non-acceptance.

Refunds under this policy will be issued to the same bank account used for the purchase and will be processed within 21 working days of confirmation from our Customer Service team that the conditions of reimbursement have been met.

At the time the refund is requested, and we confirm that the sample has not been processed by our laboratory, we will invalidate the saliva collection kit and any sample sent to our laboratory with that code will not be processed.

If the purchase of two or more kits is what entitles you to a discount on your order and you request a refund for a portion of your order or if a sample fails the analysis twice, the discounted kit price will be refunded first.

We will not issue a refund if:

  • You request a refund more than fifteen (15) days after your order.
  • Our laboratory had begun processing the saliva sample prior to the refund request.
  • We did not receive the saliva collection kit within fifteen (15) days of the refund request.


If the kit does not arrive at its destination within ten (10) calendar days of purchase, please contact our Customer Service Department ([email protected]) and inform us of the incident so that we can verify with the shipping company what may have happened. Once we have confirmation from the shipping company that the kit has not reached its destination, we will proceed to send a new kit at no extra cost to the customer.