Refund & Cancellation Policy

Because our laboratory services consume reagents, sequencing capacity and technician time as soon as processing begins, and because products are physical goods, refunds and cancellations depend on the stage of your order. This policy explains what applies to sequencing/analysis services, store products and custom projects. Any signed service agreement prevails over this policy in case of conflict.

You may cancel a service order before your samples have entered processing (i.e. before sample QC / library preparation / sequencing begins) by emailing us with your order code. A cancellation before processing is refundable less any payment-gateway charges and a reasonable handling fee where accessioning has started. Once processing has begun, the order cannot be cancelled and amounts paid are non-refundable, as lab resources are already committed.

If we are unable to deliver a service due to a fault on our side (e.g. an internal QC failure or equipment issue that we cannot remedy by a re-run), we will, at your option, re-run the work or refund the fees for the affected portion. Where a sample fails QC or does not yield usable data due to the sample's own quality, quantity or integrity, the work is generally non-refundable; we will share the QC findings and, where feasible, offer a discounted re-submission.

Custom, milestone-based or request-a-quote projects may require an advance or staged payments. Amounts corresponding to work already performed or resources already committed at the point of cancellation are non-refundable. Any refundable balance is handled per the project agreement.

You may cancel a product order for a full refund any time before it is dispatched — email us or use your dashboard as available. Once an order has been dispatched it cannot be cancelled, but it may be eligible for return under Section 6.

Unopened, undamaged products in their original packaging may be returned within 7 days of delivery; return shipping is the customer's responsibility unless the item was damaged, defective or incorrect. If you receive a damaged, defective or wrong item, contact us within 48 hours of delivery with photos and your order code and we will arrange a replacement or refund. For safety and integrity reasons, opened or used kits/reagents, cold-chain items, and made-to-order products are not returnable unless they arrived damaged or defective.

The following are not refundable: completed and delivered reports/data; samples that have been processed; custom bioinformatics analyses that have been performed; opened/used reagents or consumables; and payment-gateway convenience charges.

Approved refunds are issued to the original payment method through our payment gateway (PhonePe / UPI / card / net-banking). Once approved, refunds are typically initiated within 5–7 business days; the time for the amount to reflect in your account depends on your bank/provider. Cash payments are refunded by an agreed method.

Email info@yaazhxenomics.com (or call +91 99431 32020) with your order code, the reason, and any supporting details/photos. We will acknowledge your request and respond with the outcome within a reasonable time. You can also track your orders and payments from your client dashboard.