Last updated: 29 June 2026
This Returns & Refunds Policy applies to products bought from DNATECH LTD (“DNA-Tech”, “we”, “us”) via dna-tech.uk. It forms part of our Terms & Conditions of Sale. Please read it before ordering.
1. The nature of our products
Our products are supplied sealed and strictly for laboratory research use only. For reasons of safety, hygiene and product integrity, they cannot be resold or reused once they have left our control. For these reasons, and as permitted by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, we do not accept returns or offer refunds for change of mind. All sales are final, except as set out below.
2. Your statutory rights (these always apply)
Nothing in this policy affects your legal rights. Under the Consumer Rights Act 2015, the products we supply must be as described, fit for purpose, and of satisfactory quality. If your order arrives faulty, damaged, or not as described, you are entitled to a remedy — a replacement or a refund — and we will cover any return postage in those cases.
3. Cancelling before dispatch
If you change your mind, you may ask us to cancel your order before it has been dispatched. If we are able to stop the order in time, we will cancel it and refund you in full. Once an order has been dispatched, it cannot be cancelled or returned for change of mind.
4. Faulty, damaged or incorrect items
If there is a problem with your order:
- Please contact us at sales@dna-tech.uk within 48 hours of delivery (this short window helps us deal with damage and courier claims, but does not limit your statutory rights).
- Include your order number and clear photographs of the product, any damage, and the packaging.
- Do not dispose of the item or packaging until we have reviewed your claim.
Where a fault, damage or error is confirmed, we will at your option provide a replacement or a full refund, and reimburse reasonable return postage where a return is required.
5. How refunds are made
Approved refunds are made to the original payment method. Once we have approved a refund (and received any returned item, where applicable), we will process it within 14 days. The time for the funds to appear depends on your payment provider.
6. Items we cannot accept back
Except where required by law (faulty, damaged or misdescribed goods), we cannot accept returns of:
- products where any seal has been broken or that have been opened or used;
- products supplied for research use that have left our controlled storage; and
- products returned without prior agreement.
7. How to contact us
For anything relating to returns, refunds or a problem with your order, email sales@dna-tech.uk with your order number and we will help.