Order Cancellation & Refund Policy

1. Cancellation Before Sample Receipt

You may cancel your order at any time before Macrogen receives your samples. A full refund will be issued to the original payment method within 5–10 business days. For invoice payments, credit will be applied to future orders or refunded by bank transfer.

2. Cancellation After Sample Receipt

Once samples have been received, cancellation may be subject to a processing fee depending on the stage of the project:

• Before QC begins: 10% cancellation fee
• After QC begins: 30% cancellation fee
• After Library Prep begins: 50% cancellation fee
• After Sequencing begins: No refund

3. Customer Responsibility

Macrogen is not liable for failed experiments caused by:

• Incorrect sample information (name, type, concentration, barcode sequences)
• Sample quality issues attributable to improper preparation or shipping
• Violation of sample submission guidelines

In such cases, refunds will not be issued. Please review the sample preparation guidelines carefully before submitting your order.

4. Macrogen Liability

If a project fails due to issues attributable to Macrogen (laboratory error, equipment failure, etc.), a full refund or rerun will be offered at no additional cost to the customer.

5. How to Request a Refund

To request a cancellation or refund, please contact our support team through the in-app chat or email us at support@macrogen.com with your order number.