Refund and Returns Policy
Refund & Returns Policy
Last updated: August 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
Most DesigNA pieces are made from your unique DNA profile. Once we have received your swab and begun processing, such a 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 a piece made from your DNA is delivered, we cannot accept returns for change of mind. It is made from your unique profile and cannot be resold. This does not apply to the DNA Representation Pendant, which carries the full 14 day right to cancel described below. This does not affect your right to a repair, replacement or refund if the item is faulty or damaged (see below).
Products not made from your DNA
Not every product we sell is personalised. The DNA Representation Pendant is a fixed design that ships from stock. It contains no DNA, no sample is taken and no laboratory work is involved, so it is an ordinary off the shelf product.
Because it is not made to your specification, the personalised goods exemption does not apply to it. You have the full statutory right to cancel a DNA Representation Pendant for any reason within 14 days of receiving it, and to receive a refund of the price and standard delivery. Email sales@mydesigna.co.uk to tell us, then return the pendant unworn and in its original packaging within 14 days of telling us. We will refund you within 14 days of receiving it back. Return postage is at your cost unless the item is faulty.
The cancellation rights below apply to pieces made from your DNA.
Your cancellation rights
1. Before your sample reaches the laboratory
You may cancel your order for any reason and receive a full refund, including delivery, at any point before your sample arrives at our partner laboratory. Simply email sales@mydesigna.co.uk with your order number. If your collection kit has already arrived, we ask that you post the unused kit back to us.
2. 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.
Six month craftsmanship warranty
Every DesigNA piece is covered by a 6 month warranty against faults in craftsmanship, backed by our Birmingham workshop. If a clasp, thread or setting fails in normal wear within 6 months of delivery, email sales@mydesigna.co.uk with your order number and clear photographs and we will repair or replace your piece free of charge. Because your certificate of authenticity records the exact pattern of your piece, any repair is restored true to your profile. The warranty does not cover accidental damage, loss, or normal surface wear, though our workshop is happy to quote for repairs outside its scope.
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.