I am extremely disappointed with the service. I purchased a kit as a gift, only to discover that the barcode had been deactivated due to their "same country" policy. It turns out you must return the sample from the exact country of purchase, or they simply discard your kit. Is this clearly stated in the product description? Absolutely not. They hide this "policy" deep within the fine print of their legal disclaimer, ensuring that no one sees it until it’s too late. This feels like a predatory tactic aimed at taking your money while providing no service in return. To make matters worse, when I reached out to customer support to explain my situation, they refused to issue a refund or a replacement. They effectively took my money, leaving me with a useless plastic tube. They use "regulatory compliance" as a shield for their lack of transparency and poor customer service. If you aren't 100% certain you are mailing this from the exact location where you bought it, don't even try. This company prioritizes technicalities and protecting your money over actually delivering DNA results. Stay away at all costs! I have already contacted the support team via email regarding my kit. Since they do not provide support ticket numbers, this is the only reference I have. Honestly, after this experience, I’ve come to realize that the term 'Customer Care' is a mere facade—much like the naming of the Pacific Ocean. It suggests calm and support that is completely absent from the actual experience.
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