Last updated: April 2026
This policy sets out your rights and our obligations in relation to returns, refunds and cancellations. It applies to all orders placed with Double Strand Ltd (trading as DesigNA®) via www.mydesigna.co.uk. Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
A note on personalised jewellery
Every DesigNA piece is made from your unique DNA profile. Once we have received your swab and begun processing, your piece cannot be resold, reused or returned to stock. For this reason, bespoke and personalised items are exempt from the standard 14-day right to cancel under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013. The cancellation windows set out below reflect this, and are designed to be as fair as possible at each stage of the process.
Once your finished piece is delivered, we cannot accept returns for change of mind. Your piece is made from your unique DNA and cannot be resold. This does not affect your right to a repair, replacement or refund if the item is faulty or damaged (see below).
Your cancellation rights
1. Before your DNA collection kit is dispatched
You may cancel your order for any reason and receive a full refund, provided you contact us at sales@mydesigna.co.uk before the kit has left our premises.
2. After the kit has been dispatched but before your swab is returned
You may cancel your order and receive a partial refund. A non-refundable charge of £25 will be retained to cover the cost of the DNA collection kit, postage and administration.
3. After your swab has been received at the laboratory or production has started
Once your sample has reached our partner laboratory for DNA profiling, or once production of your piece has started, your order can no longer be cancelled or refunded. This is because the item is made bespoke from your genetic profile and cannot be sold to anyone else.
Faulty, damaged or incorrect items
Under the Consumer Rights Act 2015, if your piece arrives faulty, damaged in transit, or does not match the description of what you ordered, you are entitled to a repair, replacement or full refund. Please email sales@mydesigna.co.uk within 14 days of receiving your item, attaching clear photographs of the fault or damage. We will respond within 2 working days with next steps. Where return postage is required, we will cover the cost.
Orders that cannot be completed
In rare cases a DNA sample may fail to produce a usable profile (for example, if the swab is contaminated or insufficient). If this happens, we will contact you and send a replacement kit free of charge. If a second sample also fails, you may choose between a further attempt or a full refund of the product price.
How to request a refund
- Email sales@mydesigna.co.uk with your order number and the reason for your request.
- We will confirm receipt within 2 working days and let you know whether your request is eligible under this policy.
- Approved refunds are processed within 14 days of approval, to the original payment method. Your bank may take a further few working days to credit your account.
Gifts
If your DesigNA piece was purchased as a gift and shipped directly to you, any refund will be issued to the original purchaser.
Need help?
If you have any questions about this policy, or would like to discuss a specific order, please contact us at sales@mydesigna.co.uk. We aim to reply to all enquiries within 24 hours, Monday to Friday.