Customer satisfaction commitment
At DNA, customer satisfaction is one of our highest priorities. We are committed to providing a fair and transparent exchange and refund process while maintaining the highest standards of product quality and service.
Exchange & return eligibility
To qualify for an exchange or refund request:
- The original purchase receipt must be presented.
- The product must be unused, unopened, and in its original packaging.
- Products must be returned in their original condition.
- Exchange requests must be submitted within 14 days of purchase.
- Refund requests are eligible within 30 days of purchase and are issued as DNA Credit (Gift Card).
Exchange options
Eligible products may be exchanged for:
- The same product.
- A product of equal value.
- A product of higher value by paying the price difference.
Exchanges and returns can be processed at any DNA store location.
Non-refundable & non-exchangeable items
For hygiene, licensing, and product integrity reasons, the following items cannot be exchanged or refunded:
- Books, vinyl records, and music products.
- Gift cards and event tickets.
- Makeup and personal care products.
- Food and beverage items.
- Services.
- Clearance and sale items (except in cases of manufacturing defects).
Electronic products warranty
Most electronic products (excluding accessories) include a standard one-year warranty covering manufacturing defects in accordance with warranty terms and conditions.
Inspection & approval process
To ensure fairness and product quality:
- Returned products undergo an inspection process.
- Product inspections are typically completed within two business days.
- Opened or defective electronic devices may require evaluation by the maintenance department.
- All exchange and refund requests are subject to approval by the store manager or supervisor.
Loyalty program & gift cards
DNA loyalty points
- Loyalty points cannot be refunded or exchanged.
- Points expire after 12 months from the date they are earned.
DNA gift cards
- Valid for 12 months from the date of issue.
- Non-refundable and non-exchangeable.
Gift vouchers
- Valid for one year from the issuance date.
Right to refuse returns
DNA reserves the right to decline exchange or refund requests if products do not meet the eligibility requirements outlined in this policy or fail inspection standards.
