What is your refund policy?Updated 3 months ago
Returns: Basepaws offers free returns for purchased kits from Basepaws.com directly within 120 days of purchase, as long as you follow the instructions from our team at [email protected]. Please read the remainder of this article for our return policies, and contact our team to initiate a return.
If you placed your order through Amazon, you will need to contact Amazon customer service to return your test. It will need to be fully sealed!
Price matching seasonal discounts: We will price match orders up to 48 hours after your purchase directly through Basepaws.com. We cannot submit partial refunds more than 2 days after your purchase if a new discount or promotion is posted on our website.
Insufficient Samples: If you are requesting a refund for any missing part of the report, we will refund the percentage of the report that cannot be generated. It is not uncommon for some reports to come back partially complete due to an insufficient DNA sample, though Basepaws offers free replacement kits to finalize the missing pieces.
It is the customer's responsibility to provide a proper DNA sample. We do the very best we can to obtain all of the necessary DNA data about your pet and we run several quality checks throughout the entire process to ensure that we can sequence and analyze the sample.
As of November 2021, we test for 21 breeds, 43 genetic disorders that are represented by 64 health markers, and 25 genetic traits that are represented by 50 genetic markers.
If one of the portions of the test cannot be completed, we offer a free replacement kit, but if you decline to use the replacement, we can only refund the percentage of the results that could not be completed.
Any refunds for Amazon orders will be handled within your Amazon account portal.
Refunds can only be given to the original purchaser of the test within 120 days of placing the order. We do NOT authorize sales from unauthorized resellers. More information on our policies regarding unauthorized resales can be found here at this link.
Results:
Please make sure to refer to our blogs and white pages for your initial questions. If you are still dissatisfied with your pet's results, please contact [email protected]. We urge you to inquire about the breeds and markers that we do and do not test for before purchase. We do not refund orders due to the lack of an assumed breed match or genetic marker that we have not yet tested for.
If you are requesting a refund before the full 6 weeks of processing are complete, you are responsible for covering the kit materials and shipping costs of $15 for each test due to premature test cancellation. Our processing timeline is very clearly stated as 4-6 weeks of processing across our website.
Please note - If you are fully refunded for your test kit once your sample has been processed, you will no longer have access to your online report.
Samples that are retested as a one-time courtesy are not eligible for a refund; at our lab team's discretion, we may offer a retest in cases when the pet's genotype and phenotype do not align; before proceeding, there may be several scientific explanations for when the genotype and phenotype don't seem to match. Please read our blog on "Epistasis" before requesting a retest; a blog for epistasis in dogs is coming soon.