Refund and Cancellation
Intro and definition
- This Refund, Return, Cancellation Policy (“Policy”) governs the cancellation, refund and return of Goods that are purchased by you (“Buyer”, “you”, “your”) on www.mysuperdna.com or any other internet domain property of SuperDNA Sdn Bhd (“SuperDNA”, “we”, “us”) or its Affiliates where the Goods are listed for purchase. This Policy also governs the payment and delivery of the Goods that you have purchased on the Website.
- Definitions
“Affiliates” shall mean any entities which are members of SuperDNA Sdn Bhd group of companies whether or not directly or indirectly controlled by us.
“DNA sample” shall mean any bodily sample, including but not limited to saliva, collected for the purpose of the DNA kits purchased by the Buyer.
“Goods” shall mean the Saliva Collection Kits and/or any other items listed for sale on the Website.
“Website” shall mean www.mysuperdna.com or any other internet domain property of SuperDNA Sdn Bhd or its Affiliates.
Cancellation, refund and return
- You may, by contacting us at care@mysuperdna.com or +6010 824 1238, apply to return the purchased Goods to us. You may only apply for a refund for returned and/or cancelled Goods that have not been used. In your application for refund, return and/or cancellation of Goods, you will be required to confirm that you have not used the Goods and that you have not shipped your Saliva Collection Kit to us and/or our laboratory. You shall ensure that the purchased Goods are returned to us within seven (7) calendar days from the date you acknowledge receipt of the Goods. In case of damaged Goods, please contact us within forty-eight (48) hours of receiving the damaged Goods, after which you shall be deemed to accept the Goods and no longer be eligible for refund.
- You may only apply to return purchased Goods in the following circumstances:
- the Goods delivered to you are defective and/or damaged on delivery;
- the Goods are expired or the quantity of Goods delivered to you is different from the quantity of Goods ordered; or
- such other circumstances which may be prescribed by SuperDNA on the Website.
- You will not be eligible for a refund for any returned Goods in the event that you fail to return the Goods to us within seven (7) calendar days from the date that you acknowledge receipt of the Goods or if you have already shipped your DNA sample to us and/or our laboratory or if it is found that you have used the Goods or any part thereof.
- When returning any purchased Goods, you must ensure that the Goods are packaged and returned in the same condition in which the Goods were delivered to you. If there are any other attachments, items or complimentary goods delivered together with the purchased Goods, such attachments, items or complimentary goods must be returned in the same condition that it was delivered to you, failing which your request for refund/return/cancellation may be rejected at our discretion.
- You shall bear all shipping and handling fees when you return the Goods to us and when you ship the DNA sample to us and/or our laboratory. In the event that our attempt to process and re-process your first DNA sample sent to us is unsuccessful, we shall send the same Goods to you to obtain the second DNA sample at no charge. However, the shipping and handling fees for your second DNA sample will be borne by you.
- Where you have elected to change your mind on the purchase of Goods and you choose to cancel your order, you shall bear the shipping and handling fee for the return of the purchased Goods that have been dispatched for delivery to you.
- Upon receipt of the Goods by us, we shall refund the sums paid by you less third-party payment system charges (where applicable). All refunds shall be made to your debit/credit card or your designated bank account (where applicable). Please leave thirty (30) calendar days for the refund to be made to you.
- In the event that you have any questions and complaints with regards to returns and cancellation of Goods, you may contact us directly on the Website.
- Where you purchase any Goods via PayPal, FPX, Visa, and Mastercard, or with any credits, points, gift cards and/or rewards program offered on a third-party website, the refunds, returns and/or cancellation policy stated on the third-party website shall apply. We recommend reading the rewards policy and the refunds, returns and/or cancellation policies offered on the third-party.
- In case of a dispute as to the liability of the shipping fee for returned Goods, SuperDNA shall have the sole and absolute discretion to decide on the liability of the shipping fee with respect to the returned Goods.
