To request a cancellation, thank you for visiting the Contact Us page by clicking here, or call us. We will answer you the two next working day, from Monday to Friday from 9:00 to 18:00.
All returns must be sent to
You can cancelled DNA tests and any products bought on the site www.genimal.com that does not give you complete satisfaction within 14 calendar days. For DNA tests, this 14 days starts from you order at the website and for product it starts from the receipt of the product.
If you have decided to cancel a DNA test, you will need to return the sample kit that we may have sent to you. The return costs are the responsibility of the buyer. No DNA test cancellation will be possible once we have received the relevant DNA test sample. This condition applied even if the sample is of bad quality and we ask you to send a new sample. Moreover, you can not change DNA tests or change animals if we asked you for a new sample.
If you have decided to return a product, it must not have been worn and you must keep it in its original state. The product must be returned to us in perfect condition (it must be in the original condition, the label must have been left on the product to be returned inside or with its original packaging). In addition, we will not accept returns of damaged products or in case of delivery not in conformity with the order which would be notified to us beyond a reasonable time.
Within the framework of the right of retraction, we refund you within 14 calendar days following the date on which we were notified of your will to retract. In case you cancel a DNA test that required the sending of a sampling kit or in case of cancellation of a product, this delay being able to be deferred until the day we receive the product or the collection kits returned to the address mentioned above.
All our refunds are made by the same means of payment as used at the time of your order and GENIMAL reserves the right to deduct from the refund any amount for returned products that are damaged. You will be refunded the amount corresponding to the price of returned products excluding delivery charges, if applicable, except in case of use of the right of withdrawal. The return costs are always your responsibility.
In the case a payment by credit card, GENIMAL will deduct from the refund, the amount charged by the bank for the payment and the refund. This amount varies according to the country where the credit card is registered. You can ask us of the amount charged by the bank by contact us in questa pagina.
Promotions and discount codes
If you decide to cancel an order for which you have benefited from a discount code, the amount refunded will take into account the minimum amount to qualify for the discount code. In other words, if the total amount of the order falls below the minimum amount to qualify for the discount code once cancelled items, the amount of the reduction will be deducted from the refund.