Waiting for a refund is stressful, especially if you were charged $100+ for an automatic renewal you didn’t want. While the original draft mentioned a vague “3-45 days,” the reality is usually much faster—but it depends entirely on what you bought.
In general, once Ancestry approves a refund, the money typically appears back on your credit card or PayPal account within 7 to 10 business days.
However, getting them to approve the refund is the hard part. Ancestry has strict policies for DNA kits versus memberships. This guide explains exactly how long the process takes and who to contact if the money doesn’t show up.
How to Request a Refund from Ancestry
You cannot click a “Refund Me” button on the website. You must speak to a human.
Contact Options:
- Phone: 1-800-262-3787 (Open 9am–11pm ET, 7 days a week).
- Live Chat: This is often faster than calling. Go to the “Support Center” and look for the chat bubble in the bottom corner.
What to Have Ready:
- Your Order Number (Find this in your Order History).
- The email address associated with the account.
- The specific date of the charge.
Refund Timelines by Product Type
The “clock” for your refund starts the moment Customer Support confirms they have initiated it. It does not start from the moment you send an email.
| Product Type | Processing Time | Conditions |
| Membership (Subscription) | 3–10 Business Days | Usually non-refundable unless caught within the “Cooling Off” period (varies by region). |
| DNA Kit (Unshipped) | 3–7 Business Days | Full refund (minus small processing fee) if cancelled before shipping. |
| DNA Kit (Shipped) | 7–14 Business Days | 50% Refund only. You must return the kit. |
| Gift Memberships | 3–10 Business Days | Refundable only if cancelled within 30 days of purchase and before the start date. |
Ancestry DNA Kit Refund Rules Explained
Ancestry is strict about physical products.
- If you haven’t mailed the sample yet: You can request a refund, but if they have already shipped the box to you, they will deduct a $15 processing fee (and shipping costs) from your refund.
- If the sample is processing: Once the lab scans your sample, the kit is non-refundable.
- The 30-Day Rule: You must request the refund within 30 days of placing the order. After 30 days, all sales are final.
Note: If your kit was lost in the mail or damaged, you don’t need a refund—you need a free replacement. See our guide on how to track your Ancestry DNA kit to determine if your package is officially lost.
Ancestry Subscription Refund Rules (Accidental Renewals)
The most common complaint is: “I forgot to cancel, and they charged me $100.”
- Official Policy: Ancestry subscriptions are generally non-refundable. If you forget to cancel, their terms state they do not owe you a refund for the renewal.
- The Exception: If you contact them immediately (within 24-48 hours of the charge), support agents often have the discretion to reverse the charge as a one-time courtesy.
- How to prevent this: You must cancel the subscription at least 2 days before your renewal date to avoid the charge.
Why Your Ancestry Refund Is Taking Longer Than Expected
If 10 business days have passed and your bank account is still empty:
- Check Your Bank: Some banks hold refunded funds for up to 30 days (common with small credit unions).
- Check the Source: Did you pay via Apple (iTunes) or Google Play? If so, Ancestry cannot refund you. You must request the refund directly through Apple or Google, as they hold the money, not Ancestry.
Conclusion
While the refund transfer itself is quick (about a week), the approval process is strict. Your best chance for a full refund is to act immediately—within hours of an accidental charge or within 30 days of a kit purchase. If you wait until the lab processes your DNA, no refund will be possible.
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