purchasing policies

HOW TO RETURN A PRODUCT:

Whatever the reason, please notify us of your wish to return a product by emailing info@mendelsbrain.com. If you want a refund for your order, it will be done through the same means used for the payment of the initial order.

In order for the service to be faster, the items must be returned in their original packaging, as well as, if possible, in the same box in which they were sent. If this is not possible, we would appreciate it if you would pack the products in the best possible condition in order to avoid any problems during the return.

A confirmation e-mail will inform you of the receipt of your package and the processing of your order.

CONDITIONS FOR CHANGES AND RETURNS:

The maximum period for requesting returns will be fifteen (15) calendar days from the day of receipt of the order. After this period, Mendel’s Brain will not accept returns.

For reasons of hygiene and health, Mendel’s Brain will not accept the return of used, opened or unsealed products. Products that have been hit or damaged, without original packaging/box/case or that are missing any element or accessory will not be accepted either.

For a return to be effective, the kit must be returned to our facilities. Once the kit is received and checked by our team, the purchase amount will be refunded by applying a penalty of €50 (or its equivalent in the currency of payment) for management, handling and shipping costs.

If the sample has already been sent to our laboratory and is already being processed, the refund of the amount will not be possible.
For reasons of hygiene and health, Mendel’s Brain does not accept exchanges of purchased kits.

STEPS TO FOLLOW IN RETURNS:

If you wish to return a product, please follow these instructions:

Contact Customer Service via email info@mendelsbrain.com indicating the order number and date of the order.
Pack the product(s) under the same conditions that you received it. Mendel’s Brain will send the label to ship back to our facility.
Once the products have been received, the Mendel’s Brain staff will review them and, if everything is correct, the amount will be refunded, applying the penalty described above.

The reimbursement of the amount of the returns will be made through the same channel that the client selected as a form of payment at the time of formalizing his order.

We inform you that you must keep the invoice of the order to manage any return or replacement.

POLICY FOR THE REPLACEMENT OF DEFECTIVE OR IN BAD CONDITION PRODUCTS

For reasons beyond our control, it is possible to receive a product with a manufacturing defect or in poor condition. We ask that, as soon as you notice that the product presents any anomaly, you contact our Customer Service department informing us of the incident. Once you contact us, we will indicate the procedure for replacing the defective product.

In the event that the reason for the return is due to the fact that the product presents some type of deterioration or manufacturing defect, Mendel’s Brain will bear the shipping costs derived from said return.

Returns of products that have been opened or used will not be accepted, unless it is because they are damaged or defective.

We inform you that you must keep the invoice of the order to manage any return or replacement.

RETURNS FOR DAMAGES ARISING FROM TRANSPORTATION:

It is possible that the product suffers some type of damage derived from its handling or transport. In order to identify possible damage caused by transport, Mendel’s Brain recommends its customers to check the package at the time of receipt in order to identify possible knocks or damage to the outside of the package.

In the event that the merchandise shows obvious signs of having suffered any deterioration derived from transport, the customer has the right to reject the merchandise at the time of receipt, letting the courier know the reason for non-acceptance.

Refunds made under this policy will be issued to the same bank account used for the purchase and will be processed within 21 business days of confirmation from our Customer Service team that they have been honored. the conditions of the refund.

At the time the refund is requested and we confirm that the sample has not started to be processed by our laboratory, we will invalidate the saliva collection kit and any sample sent to our laboratory with that code will not be processed.

If the purchase of two or more kits is what entitles you to a discount on your order and requests a refund of part of the m

or if a sample fails testing twice, the discounted kit price will be refunded first.

We will not issue a refund if:

You request a refund more than fifteen (15) days after your order.
Our lab had started processing the saliva sample prior to the reimbursement request.
We did not receive the saliva collection kit within fifteen (15) days of the refund request.

LOSS POLICY

If the kit does not arrive at the destination within ten (10) calendar days from the purchase, please contact our Customer Service (info@mendelsbrain.com) informing us of the incident so that we can verify with the company of transport what could have happened. Once we have confirmation from the transport company that the kit has not reached its recipient, we will proceed to send a new kit at no cost to the customer.