We may accept a return and send you a refund for any of these reasons:

1. Lost package. Although very rare, it might happen. In order to claim a refund for a lost package, we need to have initiated a search via the post office first. The post office can accept such a request if 30 business have passed with no tracking update of the package. After that, the post office attempts to find and deliver the package to you. After another 30 business days with no results, you are entitled to a full refund. If the package is found, then it will be delivered to you normally and you cannot claim a refund.
   
   
2. Specimen arrived damaged. If a specimen arrived damaged, it is our fault. To provide us with proof that a specimen broke during transit, you have to take a video with your phone while unsealing the box and unpacking it. We cannot refund you otherwise. You have to open the package within 24hours after its delivery. 
   
   
3. You changed your mind. You have 14 calendar days to change your mind about your order and return it. For this to be accepted by us, the package must have remained sealed. If you open the package and handle the specimen, you have to make sure that there is no damage caused by you on it. If there is the slightest damage on it, we will not accept a return and refund. All shipping costs (for the roundtrip) weigh the customer. Refunds are sent after we have received the specimen(s) back, intact and all shipping/customs costs are paid for by you.
   
   

You need to contact us first in order to initiate a return. We will then give you guidance on how to proceed.