I am extremely frustrated with the service. I bought a kit as a gift, only to find out that the barcode was inactive due to their "same country" policy. You must return the sample from the exact country of purchase, or they just discard your kit. Is this clearly stated in the product description? Absolutely not. They conceal this "policy" in the fine print of their legal disclaimer, ensuring no one sees it until it's too late. It feels like a tactic designed to take your money without providing any service in return. To make matters worse, when I contacted customer support about my situation, they refused to issue a refund or replacement. They effectively took my money, leaving me with a useless plastic tube. They hide behind "regulatory compliance" as an excuse for their lack of transparency and poor customer service. If you aren't certain you're mailing this from the exact location where you bought it, don't bother. This company cares more about technicalities and keeping your cash than providing DNA results. Stay away at all costs! I've already reached out to the support team via email regarding my kit, and since they don’t provide support ticket numbers, this is my only reference. Honestly, after this experience, I’ve realized that the term 'Customer Care' is a mere facade, suggesting support that is completely absent from the actual experience.
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