Our commitment to fair and transparent return, refund, and cancellation policies for all FamilySearch services.
Last Updated: October 15, 2023 | Effective Date: October 15, 2023
30-day return policy for unopened kits. Opened kits may be eligible for partial refund.
No refunds for digital products, subscriptions, or downloaded content once accessed.
Donations are generally non-refundable but exceptions may apply in special circumstances.
FamilySearch International is committed to customer satisfaction. This Return Policy outlines the terms and conditions for returns, refunds, and cancellations of our products and services. Please read this policy carefully before making any purchases.
Most FamilySearch services are provided free of charge. This policy primarily applies to paid products and services such as DNA test kits, premium features, and donations.
FamilySearch DNA test kits may be returned under the following conditions:
Unopened DNA test kits in original packaging may be returned within 30 days of purchase for a full refund, minus shipping costs.
Opened but unused kits (swab not activated) may be eligible for a partial refund of 50% within 14 days of purchase.
Kits where the DNA sample has been collected and activated cannot be returned or refunded.
To be eligible for a return, your DNA test kit must be in the same condition as when you received it, in the original packaging, and accompanied by the original receipt or proof of purchase. Return shipping costs are the responsibility of the customer unless the return is due to our error.
Due to the nature of digital products and services, we generally do not offer refunds for:
You may cancel premium subscriptions at any time, but no refunds will be provided for the current billing period. Your subscription will remain active until the end of the current billing cycle, after which it will not renew.
In rare circumstances, we may consider refund requests for digital services if:
FamilySearch is a nonprofit organization that relies on donations to provide free genealogy services worldwide. Our donation policy is as follows:
Donations to FamilySearch are generally non-refundable as they are considered charitable contributions. Once a donation is processed, it cannot typically be returned.
In exceptional cases, we may consider refunding donations under these circumstances:
Donations to FamilySearch International may be tax-deductible in certain jurisdictions. Please consult with a tax professional regarding the deductibility of your contribution. Receipts are provided for all donations.
To initiate a return or refund request, please follow these steps:
Email our support team at returns@familysearch.org with your order details and reason for return.
We will respond within 2 business days with return instructions and authorization if applicable.
For physical products, ship the item to the provided address with the return authorization number.
Once we receive and inspect the return, we will process your refund within 10 business days.
Refunds typically appear on your credit card statement within 5-10 business days after we process the return. The exact timing depends on your financial institution.
If you have questions about our Return Policy or need assistance with a return or refund, please contact our support team:
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