What is our returns policy?


All products purchased on can be returned and refunded, based on the following conditions:

Notify us of your intention to return the sample collection kit and make the shipment effective to our warehouses within a maximum period of 14 calendar days from the date of delivery.

Once we have received the sample taken at the laboratory, a refund will only be possible in cases where, due to reasons beyond the buyer’s control, the test cannot be carried out.

Comply with the rest of the conditions established in this section.

Returns, except for defects or faults, will only affect the value of the merchandise, with the shipping costs not being refunded, neither the initial nor the return costs.

International taxes are non-refundable.

What requirements must the product meet to be returned?


CITOGEN S.L. will only accept returns that meet the following requirements:

In the case of the sample collection kit, the product must be in the same condition as it was delivered and must retain its original packaging and labeling. If you cannot use the protective box or bag in which the order was delivered, you must return it in packaging of similar characteristics so that the product arrives at the CITOGEN S.L. warehouse with the maximum possible guarantees.

The product must be free from any use or modification. This means that it has not been used, altered, or lost any of its components. Please, thoroughly check that you have included all elements and the original packaging before returning anything to us.

How can I return a product?


You should call us at 976 556 484 or send us an email to the address indicating the following information:

  • Order number
  • First and Last Name
  • Reason for return
  • Bank Account: Only in case of payment by transfer

Once we receive your email, we will contact you to confirm the return and inform you that you can return the product if it meets the requirements and conditions mentioned in our returns policy.

I have already contacted you to process a return, how should I send the products back to you?


You must follow these steps:

Send the products to be returned through the transportation company of your choice, properly packaged to the following address: Citogen. Camino del Pilón 86 C7, 50011 Zaragoza. Include a note inside the box with your initial order number.

Confirm that you have sent the product and send us the shipping tracking code from the company through which you are sending it. If you do not provide us with a tracking code, and the product is not sent within 7 days after the request, we will not be responsible for that return.

As soon as we receive it, we will examine it to ensure that everything is in perfect condition, as stipulated above, and proceed to the economic refund of the corresponding amount.

How long will it take to get my money back?


The economic refund will be made as soon as possible and, in any case, within the legal period of 30 days from the date the customer notifies us of their intention to withdraw. Normally, the period is a maximum of one week, but it may be extended during peak workload periods.

The refund will be made to the same credit card used to pay for the purchase.

Exchange or return of products that do not meet the conditions established in our returns policy will not proceed.

The rights recognized by the current legislation are reserved.

If you have any questions regarding the returns policy, you can contact us through our contact form.