If your DNA sample fails processing twice, you get a full refund minus shipping costs, but you are barred from resubmitting a new sample through a future purchase of the service.
This analysis describes what 23andMe's agreement states, permits, or reserves. It does not constitute a legal determination about enforceability. Regulatory applicability and practical outcomes may vary by jurisdiction, enforcement context, and individual circumstances. Read our methodology
This provision both limits the financial remedy for a persistent processing failure and restricts the user from ever repurchasing the service to try again, which is an operationally distinct restriction not commonly observed in standard consumer product return policies.
The updated Terms now apply only to users who live outside the United States, Canada, EEA, UK, and Switzerland, or who access the Services from outside those regions. US, Canadian, EEA, UK, and Swiss users are directed to region-specific Terms instead. Additionally, when terms for a specific Service conflict with the main Terms, the specific Service terms now govern that portion of your use rather than the main Terms controlling. The mandatory arbitration provision remains in the document but is no longer prominently featured at the very beginning of the Terms.
View change record →The updated Terms of Service now apply exclusively to users in the United States, narrowing the geographic scope from the prior version that addressed users in multiple regions. The terms now contain a prominently featured mandatory arbitration provision that requires disputes to be resolved through individual arbitration on an individual basis rather than through jury trials or class action lawsuits. This means that if a user has a dispute with 23andMe, the updated terms require arbitration as the method of resolution instead of traditional litigation. Additionally, if a user purchases additional services, the main Terms of Service (including the arbitration provision) will control any conflicting terms from those additional services. You can review the complete updated Terms of Service through the link provided in the document.
View change record →The updated terms now apply only to users who live outside or access services outside the United States, Canada, EEA, UK, and Switzerland. Previously, the terms applied to US-based users. The terms also clarify that when service-specific terms conflict with the general Terms of Service, the service-specific terms will govern that particular service rather than the general terms controlling all conflicts. This means users of additional services may operate under different dispute resolution and governance procedures depending on which service they are using.
View change record →Users whose samples fail the second processing attempt receive a refund minus shipping and handling but are contractually prohibited from submitting another sample through a future purchase of the same service, effectively barring them from accessing 23andMe's genetic testing if they fall into the 0.65% persistent failure category.
How other platforms handle this
Skillshare has no obligation to consider or grant refund requests, including (i) for subscription plans purchased with a 7-day or longer free trial; or (ii) that otherwise do not follow our Refund Policy. To the extent permissible under applicable law, you are entitled to, at most, one refund only.
EXCEPT AS REQUIRED BY APPLICABLE LAW, WE DO NOT REFUND OR CREDIT FOR PARTIALLY USED SUBSCRIPTION TERMS AND/OR BILLING PERIODS, ALTHOUGH WE MAY PROVIDE SUCH REFUNDS OR CREDITS ON A CASE-BY-CASE BASIS IN OUR SOLE AND ABSOLUTE DISCRETION. IF YOUR SUBSCRIPTION IS CANCELED DUE TO FAILED ATTEMPTS TO CHARG...
Unless otherwise provided by law or by a particular Service offer, all purchases are final and non-refundable. If you believe that Microsoft has charged you in error, you must contact us within 90 days of such charge. No refunds will be given for any charges more than 90 days old.
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"If the second attempt to process the sample is unsuccessful, (up to 0.65% of all samples fail the second attempt at testing according to 23andMe data obtained in 2019 for all genotype testing),* 23andMe will not send additional sample collection kits and the user will be entitled solely and exclusively to a complete refund of the amount paid to 23andMe, less shipping and handling, provided the user shall not resubmit another sample through a future purchase of the Service.— Excerpt from 23andMe's 23andMe Terms of Service
REGULATORY LANDSCAPE: The conditional refund structure and the restriction on future purchases may engage state consumer protection statutes that govern the adequacy of consumer remedies for product failures. The FTC's rules on deceptive practices could apply if the restriction on future purchases is not clearly disclosed at the point of sale. State refund and return laws, particularly in California, may impose minimum refund rights that take precedence over the shipping and handling deduction stated here. GOVERNANCE EXPOSURE: Medium. The prohibition on future sample submission following a double processing failure is an operationally specific restriction that compliance teams should evaluate for adequate pre-purchase disclosure. The refund being limited to amounts paid less shipping and handling is a standard commercial practice, but the additional prohibition on future purchases is a less common remedy restriction. JURISDICTION FLAGS: California's consumer protection framework may impose obligations on 23andMe to disclose the future purchase restriction prominently before sale. The shipping deduction from refunds should be evaluated under applicable state refund laws in California, New York, and other states with specific refund disclosure requirements. CONTRACT AND VENDOR IMPLICATIONS: The tiered reprocessing protocol creates an operational obligation for laboratory partners to document and report processing failure rates. Organizations purchasing kits in bulk for employee or research use should evaluate how persistent sample failures affect their aggregate refund and replacement rights. COMPLIANCE CONSIDERATIONS: Legal teams should confirm that the future purchase prohibition is disclosed in pre-sale product descriptions and not only in the Terms of Service. The citation of 2019 data for failure rate statistics should be reviewed for currency and whether updated data changes the disclosed risk profile.
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This provision both limits the financial remedy for a persistent processing failure and restricts the user from ever repurchasing the service to try again, which is an operationally distinct restriction not commonly observed in standard consumer product return policies.
Users whose samples fail the second processing attempt receive a refund minus shipping and handling but are contractually prohibited from submitting another sample through a future purchase of the same service, effectively barring them from accessing 23andMe's genetic testing if they fall into the 0.65% persistent failure category.
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