Overview
23andMe is a company that offers DNA testing services you can do at home with a simple saliva sample. Their main service, the Health + Ancestry kit, gives you over 150 personalized reports about your genetics. This includes insights into your ancestry, like where your family came from across 4000+ regions, plus reports about your health, such as your risks for certain conditions, carrier status for inherited diseases, wellness traits, and how your body might react to some medications. They also help you connect with DNA relatives and explore family history. It's like a personal genetic guide to learn more about your roots and health all in one package.
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The information was taken directly from the official 23andMe website describing their Health + Ancestry service in simple terms that match the target audience of everyday consumers.
How to Get a 23andMe Refund: Step by Step
If you purchased through Apple:
- Open the Settings app on your iPhone or iPad.
- Tap your Apple ID at the top of the screen.
- Select "Subscriptions" from the list.
- Locate your 23andMe subscription in the list and tap on it.
- Choose the billing period you want a refund for.
- Tap "Report a Problem," which will open an Apple support webpage.
- Sign in with your Apple ID if prompted.
- Select "Request a refund" and choose the reason that best fits your situation.
- Use messaging tactics such as: Emphasize that the subscription renewed without your notice or consent, or mention the account was unused during the recent billing period.
- Submit your refund request and wait for Apple to process and respond (usually within a few days).
If you purchased through Google Play:
- Go to play.google.com on your computer or mobile browser.
- Click your profile picture at the top right corner.
- Select "Payments & subscriptions" > "Budget & order history."
- Find the 23andMe subscription order you want refunded and click "Report a problem."
- Select the option that best describes your situation and complete the form, making sure to clearly state you want a refund.
- Messaging tactics that help: Mention that the subscription auto-renewed without clear notification, or emphasize that you did not use the membership service during that billing period.
- Submit the form and wait for a Google Play decision, typically within one day to four days.
- If more than 48 hours have passed since purchase and the refund was denied, contact 23andMe customer support directly for further assistance.
If you purchased through Roku:
- Open the Roku Home screen by pressing the Home button on your Roku remote.
- Navigate to "Settings" and then select "Subscriptions."
- Locate the 23andMe subscription.
- Visit Roku's refund policy page for details on refund eligibility.
- If Roku does not offer a formal refund flow for your purchase or denies the request:
- Contact Roku customer support directly via their support website or phone.
- Explain that the 23andMe subscription auto-renewed without your consent or notification.
- Emphasize that the subscription was unused during the renewal period.
- Request Roku to reverse the charge based on these points.
Email
The email is not available.
Tips and Tricks for Getting a 23andMe Refund
- Contact customer service promptly within a week of any unexpected charge, especially for auto-renewals, to request a refund while the issue is fresh.
- Clearly state the recurring purchase was not authorized and demand cancellation and refund, including screenshots or proof of cancellation to support your claim.
- Be persistent and escalate by repeatedly asking to speak to a supervisor or a higher authority when the initial customer service representatives refuse to issue a refund.
- Use firm, clear language such as "This charge was unauthorized and I demand a refund immediately," and "I expect cancellation confirmation and refund processing now." Avoid vague or apologetic language.
- Threaten to expose poor business practices publicly to encourage escalation and a refund offer, but do so respectfully and without threats of legal action unless you plan to follow through.
- Expect delays and long wait times—be patient but follow up regularly, especially since refund escalation can take 3-5 business days or longer.
- Understand 23andMe uses outsourced call centers with potential language barriers and limited authority, so stay calm and keep insisting on escalation.
- If a sample fails processing, request a refund directly and ask for confirmation on whether you'll receive your report or a replacement kit.
- For lost kits, inquire about refund eligibility but be prepared for 23andMe to delay resolution for 6-10 weeks while waiting to see if the kit turns up.
- Some refunds have been issued as gift cards (Amazon or Tango) instead of direct cash refunds; confirm the form of refund when approved.
Why Do People Request Refunds from 23andMe
- Sign-in issues making it impossible for customers to access results.
- Unexpected subscription charges without any renewal reminders.
- Pressure to provide additional payment information to access results even after kit purchase.
- Inability to access purchased information without paying a yearly subscription fee, especially after a data breach.
- Billing complaints such as charges after cancellation, lack of prorated refunds, and no renewal notice.
- Random unexpected charges with poor customer support refusing refunds.
- Difficulty deleting user data from the company after service usage.
- Inaccurate ancestry results leading to dissatisfaction and perceptions of poor value compared to competitors.
- Poor customer service with unhelpful support, rude staff, and long wait times.
23andMe Refund Script
Script
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Dear 23andMe Team,
I hope this message finds you well. I am writing to address a billing issue I encountered recently. I noticed an unexpected charge on my account, which I believe may have been an accidental charge. I was not intending to renew my subscription and would like to request a refund for this amount.
I appreciate your prompt attention to this matter and look forward to resolving it swiftly. Thank you for your assistance.
Best regards,
23andMe Refund Policy
The refund policy of 23andMe states that payments for kits and services are non-refundable, and there are no refunds for partially used kits. An unused Personal Genetic Service test kit can be refunded if a request is made within 24 hours of ordering, and the kit is returned within 30 days.
The Easiest Way to Get a 23andMe Refund
If you’re frustrated trying to get a refund from 23andMe—or if you didn’t even realize you were being charged—Chargeback can help. Chargeback is a personal subscription manager that automatically detects hidden, recurring charges like Netflix, Hulu, and hundreds of others. With one click, we can cancel unwanted subscriptions, flag suspicious billing, and even initiate refund requests on your behalf. No more waiting on hold or navigating confusing help pages. Just connect your bank or card account, and we’ll take care of the rest.
Start reclaiming your money today with Chargeback
Editorial Note: These articles reflect the opinions of Chargeback's writers. Everyone's situation is unique; therefore, it is important to conduct your own research and note that our self-help tools are not guaranteed to help with any specific problem.
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