1. General Policy
Refund requests are reviewed case by case. Because testing workflows involve administrative, collection, and lab resources, full refunds are not available in every situation.
2. Before Sample Collection
If no sample has been collected and processing has not started, a refund may be approved subject to processing/administrative fees.
3. After Collection or Processing
After sample collection, shipment, or lab processing begins, refunds are generally not available.
4. Re-Collection Policy
If a sample is rejected due to quality or handling issues, a re-collection may be required. Additional fees may apply depending on case type.
5. Special Cases
Certain cases may have non-refundable components, including third-party collection, legal chain-of-custody services, or expedited processing fees.
6. Requesting a Refund
To request a review, contact us with your order number, full name, and reason for the request. We will respond after reviewing your case details and order status.
7. Contact
TrueLine DNA
Email: [email protected]
Phone: 9088583380
Address: 111 TOWN SQUARE PL STE 1238 #16385 JERSEY CITY NJ 07310