Insitome is an online service. You need a computer or mobile device with internet access to use our service and to view your genetic data. Throughout our website, we provide detailed information regarding the DNA sequencing process and what you can expect or may experience from our service. Please review this information prior to purchasing. Your placement of an order from Insitome and Helix constitutes your acceptance of our Terms of Service and your agreement that the policies below apply to your order.
Canceling an order
If you change your mind about purchasing our products and cancel before we initiate fulfillment of your order, the charge will be voided. This cancellation option is available for 60 minutes after you place your order from both the order confirmation page or the order confirmation email.
Requesting a refund
Helix Online Store
In order to receive a refund for our service, you must notify Helix within thirty (30) days of placing your order that you request a refund and confirm that you have not yet shipped your saliva sample to their laboratory. Following notification to Helix of your request for refund, you must also return the saliva collection kit, which has a pre-paid shipping label affixed to the bottom of the box, to the laboratory within thirty (30) days of the date on which you request a refund.
Once Helix has confirmed receipt by their laboratory of your saliva collection kit within the thirty (30) day window, they will refund the balance of the total purchase price after subtracting your shipping and handling charges. They will not issue a refund if (i) you request a refund more than thirty (30) days after your order was placed, (ii) their laboratory had begun processing your saliva sample prior to your request for refund; or (iii) they do not receive your saliva collection kit within thirty (30) days of your request for refund.
For kits purchased in the United States either in-store or online from an authorized third party retailer, Helix will only refund the fees paid directly to Helix. In the case of kits purchased through an authorized retailer, only the lab fee is paid directly to Helix. The cost of the kit can only be refunded by the retailer from which you purchased the kit, and is subject to the retailer’s refund policy. Please consult the retailer’s refund policy to determine if your kit is eligible to receive a refund.
To receive a refund for the lab fee, you must contact the Helix customer care team. Helix will not issue a refund if (i) you request a refund more than thirty (30) days after the payment of your lab fee was processed; or (ii) our laboratory had begun processing your saliva sample prior to your request for refund.
Any refunds provided under this policy will be issued to the same credit card(s) used for the purchase and will be processed within 21 business days of confirmation by our Customer Care team that the conditions of the refund have been met. At the time your refund is requested and we confirm that your sample has not already begun to be processed by our laboratory, we will invalidate your saliva collection kit and any sample sent to our laboratory using that kit will not be processed.
International orders paid for in US dollars are refunded at the exchange rate for USD effective at the time of the refund request. If a refund is issued after a change to the currency rate, customers may receive a refund amount greater or lesser than what they paid in their local currency. Helix is not responsible for currency rate changes that occur after the order is placed.
If a purchase of 2 or more kits is what qualifies your order for a discount and you request a refund on part of the order or if a sample fails analysis twice, the discounted kit price will be refunded first.
If you placed a multiple kit order and want to refund only part, contact Customer Care.
Tip: To ensure that your kit return and refund is successfully processed, please remove the kit shrink wrap to expose the return USPS shipping label. Please do not refuse the package or return it to sender as this will not route your collection kit to the laboratory and your refund may not be processed.
Replacing a kit
Sample collection kits expire 12 months from the date of purchase. If your sample collection kit is lost or damaged, or if it has expired, we will ship you a replacement kit free of charge. Replacement kits can only be shipped to the same shipping country as on the original order. You can request a replacement kit by contacting Customer Care.