Customer happiness and satisfaction are very important to us at MyDNA360.
If you are not satisfied with the product, please let us know.
We are committed to provide our best efforts to ensure all your orders are correctly fulfilled.
In the unlikely event that an error happens for your Order, our Return Policy applies as below.
This Returns, Refund, Exchange Policy is only applicable for MyDNA360 online store only.
Standard Order Return Policy
There are a few important things to keep in mind when requesting an exchange or return for your MyDNA360 kit.
You have up to 2 calendar days to contact our Customer Service upon receipt of your order and request a return from the date you received your Order.
Only items that have been purchased directly from MyDNA360.com can be exchanged directly.
MyDNA360 is NOT responsible for returns on products or services purchased through other authorized retailers, third-party resellers, or corporate programs. Products purchased through other retailers will follow their respective returns and refund policies.
We do not offer replacements for expired kits.
Return Policy Steps
Should there be any discrepancy of products delivered, customer need to notify our Customer Service by phone +6011 70117923 or email: enquiry@mydna360.com to report on the discrepancies upon 48 hours of receiving the physical item.
Returns Centre: Alpro Group Head Office & Distribution Centre
This return(s) & exchange(s) policy does not apply to unsealed medical devices, which is stated as non-exchangeable or non-returnable aligning with Medication Safety • Our Priority.
Exchange of Products can be arranged under the following reasons:
- If the products delivered is in damaged or defective condition; or
- If the products delivered is expired; or
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If the product is different from the Order delivered. Products for exchange shall be returned in its new, unused, original condition, quantity and packaging as it first delivered to customer. Items purchased as part of a set or a multi-item pack must be returned as a whole set.
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To return a purchase made through the website, mobile or app, you can contact our Customer Service for return arrangements through our partner postal carrier to our returns centre. We require that you provide photographic proof of actual Order received in the listed conditions above. Walk-ins will not be entertained at any of returns center.
Refund Policy
Refund is only entertained if customer able to provide video evidence of missing contents inside the product kit received. Missing item(s) must be informed notify our Customer Service by phone +6011 70117923 or email: enquiry@mydna360.com , within 48 hours of receipt from courier timestamp.
If a situation where all replacement of Product(s) is not available within a reasonable timeline, Customer may request for a refund to be made via our Customer Service.MyDNA360 and/ or our partners, shall not be liable with respect to any loss, damage, cost or expense that Customer or any person may incur as a result of any delay in the financial institution processing the said refund.