This policy applies to the return of kits purchased from DNAfit online. It provides for general return and refund rights prior to the kits being used, as well as limited refund and replacement rights after use. Please note that unless (i) the law provides otherwise or (ii) expressly provided for in this policy, any other replacement or refund will be in the sole discretion of DNAfit and without any liability or prejudice to its rights.
You can contact us at info@DNAfit.com for any further enquiries.
Returns within 5 business days
Returns may be accepted if DNAfit is notified within 5 business days of delivery of the kit on info@DNAfit.com. You need to return the kit within 14 days of notifying us of the return and in accordance with any instructions provided.
Unless otherwise agreed, DNAfit will refund you in the manner that we received payment from you. You will be liable for all fees and costs associated with shipping and / or returning of the kit to us, subject to applicable law.
In order to receive a full refund on your kit purchased from DNAfit, it must be returned in accordance with the above, undamaged and unused in original, sealed packaging. If the kit has been opened but not used or processed, you will receive a refund of 25% of the price paid for the kit. If the kit has already been used, no returns will be accepted by us.
Damaged / missing kits
If you receive a damaged or defective kit, you must notify us on +44 (0)20 8004 4008 or info@DNAfit.com within 30 business days of delivery, to initiate a damaged or defective kit claim for a refund. It is required that you keep all of the packaging material, box(es) and broken items and provide it to us on request and at our expense, in order to complete the investigation. If the investigation confirms the kit to be damaged or defective, DNAfit will provide you with a replacement kit within 5 working days of the completion of the investigation.
If you are missing any items from your order, you must notify us on info@DNAfit.com within 2 months of delivery. DNAfit will provide you with a replacement kit within 5 working days of such notification. DNAfit shall reimburse you for all fees and costs associated with shipping and / or returning of the defective kit to DNAfit. If you fail to report damaged and / or missing items in your order within 2 months of receiving the kit, replacement items will not be delivered under any circumstances, subject to applicable law.
Any orders that are returned to DNAfit as refused by receiver or non-deliverable will be reimbursed but you will be subject to a return handling fee, subject to applicable law. DNAfit reserves the right to refuse delivery of kits that require payment fees that have not been prepaid by the sender.
(i) International shipments:
If you do not receive your kit and the tracking information shows that the kit has been delivered you must notify DNAfit right away on info@DNAfit.com so that a lost package tracer can be initiated with the courier. Replacement kits will not be sent until the courier terminates the tracer request and DNAfit grants permission for a replacement kit to be delivered. DNAfit will be liable for all fees and costs associated with shipping of replacement kits. DNAfit will not provide refunds for any lost kit under any circumstances or be liable for any claims arising from such loss, other than as expressly provided in this policy and subject to applicable law.
(ii) Local UK deliveries:
Where we make use of an untracked mail service for delivery, we will replace a lost kit once you have notified us on info@DNAfit.com. Please note that we will only replace the lost kit in circumstances where you have provided a correct delivery address. We have the right to investigate the circumstances of the kit being lost or incorrectly delivered and will not be liable to replace a lost kit in circumstances where you entered an incorrect delivery address.
Subject to the provisions of this paragraph, users will not qualify for a replacement or refund after use of the kit. DNAfit may in its discretion offer limited refund or replacement rights only in circumstances where an investigation indicates that a test was not performed in accordance with the agreement with the user.
Provided that due process has been followed during the testing process, DNAfit will under no circumstances be liable for a refund or replacement on the basis that you do not agree with the results from the test.
Discretionary Limited refund or replacement
If you have received your results and believe that the process has not been performed in accordance with the DNAfit agreement, you must notify us within 5 days on info@DNAfit.com and indicate that you are requesting a refund (should you qualify for a refund following our investigation). You also need to indicate the grounds on which you base your claim. DNAfit will investigate the complaint and provide a response to you within 3 working days.
If the investigation indicates that the DNAfit agreement has not been delivered against, DNAfit will offer you a full or partial refund dependent on the circumstances. If you choose a refund, we will refund you in the manner that we received payment from you and process the refund within 5 working days of releasing our report.
30 Day Money Back Guarantee
If you have received your results and have subsequently booked and received two phone based coaching sessions with the DNAFit Wellness team, and are not 100% satisfied with the service received, DNAFit will refund you in full for your purchase. This request must be made within 30 days of completing your second coaching call and DNAFit reserves the right to ask for the specifics around how your expectations were not met to ensure that your feedback can help us to improve.