Returns, refunds and cancellation

This policy explains how to cancel an order, return goods and get a refund from our online shop. It forms part of our Terms of sale.

1. Who this policy applies to

1.1 This policy applies to orders placed through the online shop at dnaworkplace.com.

1.2 It does not apply to orders of more than 1,000 kits, custom orders or other services supplied under a written quotation. Those are covered by the terms in the quotation.

1.3 In this policy, “Consumer” means someone buying for purposes wholly or mainly outside their trade, business, craft or profession, and “Business Customer” means anyone else.

2. Cancelling before your order is dispatched

2.1 If you want to cancel an order before we have dispatched it, contact us as soon as possible on 0203 943 8371 or at sales@dnaworkplace.com, quoting your order reference.

2.2 If the order has not yet been dispatched we will cancel it and refund you in full, including any postage you paid. If it has already been dispatched, the rest of this policy applies.

3. Changing your mind – Consumers

3.1 If you are a Consumer you have 14 days to cancel your order and return the goods, without giving a reason. The 14 days start on the day after the goods are delivered to you.

3.2 To cancel, tell us clearly in writing, for example by email to sales@dnaworkplace.com. You can use the form in Annex A, but you do not have to.

3.3 Sealed goods. The right to cancel does not apply to sealed goods that are not suitable for return for health protection or hygiene reasons if they were sealed when delivered and have been unsealed. Please keep kits sealed until you are ready to use them, and return them unopened with the seal intact.

3.4 Please return the goods within 14 days of telling us you want to cancel. Goods should be unused, unopened and in their original packaging, and well packed so they are not damaged in transit.

3.5 Return costs. You pay the cost of returning the goods unless they are faulty or not as described. For orders delivered outside the UK, you also pay return postage and any customs costs.

3.6 Original postage. If you cancel within the 14 days, we will refund the postage you paid when you placed your order. Delivery to UK addresses is free, so there is nothing to refund for UK orders.

3.7 We recommend you use a tracked service and keep proof of postage. You are responsible for the goods until we receive them.

4. Damaged, faulty or incorrect goods

4.1 If your goods arrive damaged, faulty or not what you ordered, please contact us as soon as possible after delivery with your order reference and, if possible, a photo of the problem and the packaging.

4.2 We will arrange a replacement or a refund, whichever you prefer where possible, and we will pay the cost of returning the goods if they are faulty or not as described.

4.3 If you are a Consumer, your legal rights under the Consumer Rights Act 2015 are not affected by this policy.

5. Refunds

5.1 Refunds are made to the card used for the original payment, through our payment provider Stripe.

5.2 For a change-of-mind cancellation we will refund you within 14 days of receiving the goods back, or of receiving proof that you have sent them back, whichever is earlier. For cancellations before dispatch, and for faulty or incorrect goods, we will refund you within 14 days.

5.3 If goods are faulty, damaged or not as described, we will refund the postage you paid in full.

5.4 Your bank or card provider may take a few more days to show the refund on your statement.

5.5 For orders delivered outside the UK, import duties, taxes or customs charges paid in your country are collected by the carrier or the authorities there and are not refundable by us. Please contact the relevant customs authority about those.

6. Business Customers

6.1 If you are a Business Customer you do not have a statutory right to cancel. You can ask us to cancel an order before it is dispatched, and we will consider requests to return unopened, unused goods at our discretion. If we accept goods back, we will refund the price of the goods but not any postage paid on an order delivered outside the UK, unless we agree otherwise.

6.2 Faulty or incorrect goods are dealt with as set out in section 4 above and in our Terms of sale.

7. How to contact us and where to return goods

7.1 Telephone: 0203 943 8371 (9am–5pm UK time, Monday to Friday). Email: sales@dnaworkplace.com.

7.2 Please do not send goods back until we have confirmed your return and given you a returns reference. Return address: DNA Workplace Limited, Unit G1, Frome Business Park, Manor Road, Marston Trading Estate, Frome BA11 4FN.

Annex A – Model cancellation form

Complete and return this form only if you wish to cancel your contract (Consumers only).