The What IF Plan Refund and Returns Policy

This policy is applicable to the return of DNA test kits purchased from The What IF Plan. Additionally, it refers to the return and refund rights prior to the DNA test kits being used. It also refers to limited refund and replacement rights post use of the DNA test kit.

Please be aware that unless the law stipulates otherwise or unless as expressly provided in this policy, any other refund or replacement will be at the discretion of The What IF Plan, and without any liability or prejudice to its rights.

Email customerservice@thewhatifplan.co.uk if you have a query.

(1) Refund and Return Rights prior to kits being used

Returns within 5 business days

Returns may be accepted if The What IF Plan is informed by email within 5 business days of delivery of the DNA test kit on customerservice@thewhatifplan.co.uk. You need to return the kit within 14 days of informing us of the return and refer to instructions provided.

Unless otherwise agreed, The What IF Plan will refund you via the same means as payment was initially made by you. You will be liable for all fees and costs associated with returning of the kit to us, subject to applicable law.

To receive a full refund on your DNA test kit from The What IF Plan, it should be returned unused and undamaged in its sealed and original packaging. However, if the kit has been opened but not used, you will be entitles to a refund of 25% of the price originally paid for the DNA test kit. If the kit has been used, no returns will be accepted by The What IF Plan.

Damaged or lost DNA test kits

If you receive a damaged or defective kit, you must notify us on customerservice@thewhatifplan.co.uk within 30 business days of delivery, to initiate a damaged or defective DNA test kit claim for a refund. It is necessary that you retain all of the packaging material, box and defective items and return it to us on request and at our expense, so that the investigation may be completed. If the investigation confirms the kit to be damaged or defective, The What IF Plan will send you a replacement kit within 5 working days of the investigation being concluded.

If you are missing any items, you must inform us on customerservice@thewhatifplan.co.uk within 2 months of delivery. The What IF Plan will provide you with a replacement kit within 5 working days of being informed. The What IF Plan will additionally reimburse you for costs associated with shipping and returning of the damaged or defective DNA test kit to The What IF Plan. If you do not inform us of any missing, defective or damaged items within 2 months of acquiring the DNA test kit, replacement items shall not be delivered under any circumstances, subject to applicable law.

Undeliverable DNA Test Kits

Any orders that are returned to The What IF Plan as non-deliverable will be refunded, however you will be subject to a return handling fee, subject to applicable law. The What IF Plan reserves the right to refuse delivery of kits that require payment fees that have not been prepaid by the sender.

Missing DNA Test Kits

(i) UK:

The What IF Plan will replace a missing DNA test kit once you have informed us on customerservice@thewhatifplan.co.uk. Please be aware that we will only replace the missing kit in circumstances where you have provided a correct address for delivery. The What IF Plan will not be liable to replace a lost kit if you provide an incorrect delivery address

(ii) International :

If you do not receive your kit and the tracking information shows that the kit has been delivered you must inform The What IF Plan immediately on customerservice@thewhatifplan.co.uk, in order for a lost package tracer to be initiated with the courier. Replacement kits will not be shipped until the courier ends the tracer request and The What IF Plan permits for a replacement kit to be delivered. The What IF Plan will be liable for all fees and costs associated with shipping of replacement DNA test kits.

The What IF Plan will not refund any missing kit under any circumstances or be liable for any claims arising from such loss, other than stated in this policy and subject to applicable law.

The What IF Plan will replace a missing DNA test kit once you have informed us on customerservice@thewhatifplan.co.uk. Please be aware that we will only replace the missing kit in circumstances where you have provided a correct address for delivery. The What IF Plan will not be liable to replace a lost kit if you provide an incorrect delivery address.

(2) Discretionary Refunds Post Use

Subject to the below, users will not qualify for a refund after use of the DNA test kit. The What IF Plan may provide limited refund at its own discretion but only in after an investigation confirms that a test was not conducted, in accordance with the agreement with the user.

Exclusions

Provided that due process has been followed during the testing process, The What IF Plan will under no circumstances be liable for a refund or replacement on the basis that you do not agree with the results from the test.

Discretionary Limited refund or replacement

If you have received your results and believe that the process has not been performed in accordance with The What IF Plan Terms and Conditions, you must inform us within 5 business days on customerservice@thewhatifplan.co.uk and state that you are requesting a refund (should you qualify for a refund following an investigation conducted by The What IF Plan). Additionally, you must state the reasons on which you base your claim and The What IF Plan will investigate and respond within 5 business days.

If the investigation concludes that The What IF Plan Terms and Conditions not been delivered against, The What IF Plan will provide you with a full or partial refund, which is dependent on the circumstances. If you accept a refund, The What IF Plan will refund you via the means that we originally received payment from you and the refund will be completed within 3 business days.