Conditions for exchanges and returns:
Customers have a maximum of 15 calendar days from the day they receive their order to request returns.
Tendna will not be accepting returns beyond this period. Due to hygiene and health concerns, we cannot accept returns of products that have been opened, used, or unsealed. Additionally, we will not accept damaged products that lack their original packaging, box, or case, or are missing any element or accessory.
In order for a return to be successful, the kit needs to be sent back to our facilities. After our team receives and verifies the kit, we will issue a refund for the purchase amount, but with a 50% deduction for handling and shipping expenses.
If you have bought a kit from an authorized retailer, it is advisable to refer to their refund policy to ascertain whether your kit qualifies for a refund.
Steps to follow for the returns:
To initiate a product return, kindly adhere to the following guidelines:
To get in touch with the customer service department, send an email to info@tendna.com.
The product(s) should be packed under the identical conditions as they were received.
Upon receipt of the products, the Tendna team will conduct a review and if all is in order, the refund will be issued, with the aforementioned penalty applied.
The reimbursement for returned items will be processed via the payment method chosen by the customer during the order placement process.
Kindly keep the invoice of your order as it is necessary for managing any returns or replacements.
Policy of replacement of defective products or in poor condition
It is possible to receive a product with a manufacturing defect or in poor condition due to circumstances beyond our control. If you notice any anomalies with the product, please contact our Customer Service Department immediately to inform us of the incident. We will provide you with the necessary instructions for replacing the defective product once you have contacted us.
If the product is damaged or has a manufacturing defect, Tendna will cover the cost of return shipping.
Products that have been opened or used cannot be returned, except in cases where they are damaged or defective. Damaged or spoiled products caused by the customer are also not eligible for return. To request a refund for a defective product, please provide a photo that clearly shows the manufacturing defect. If our support team determines that the damage was caused by the customer, a refund will not be issued.
Kindly keep the invoice of your order as it is necessary for managing any returns or replacements.
Return policy for Raw Data
You can choose to upload your Raw Data files from other companies like 23andme, FamilyTreeDNA, Ancestry, and MyHeritage at Tendna. This will grant you access to the information offered by our company.
If your file is not compatible with Tendna but you have already bought the payment plan, kindly reach out to us via email at info@tendna.com and provide us with the following details:
What is your name?
The number of the order.
The same payment method will be used to refund you within 24-48 hours.
Your money will not be refunded if the uploaded files satisfy these requirements. It should be noted that while we may be able to furnish you with health data in certain circumstances, we may not be able to provide ancestry data (haplogroups). This is due to the fact that the SNPs utilized by other firms may not be adequate for computing these outcomes. If the file is compatible with other outcomes, no refund will be issued in such a scenario.