DNA Lean® Cancellations, Returns & Refunds Policy

At DNA Lean®, we want you to shop with confidence. In addition to your statutory consumer rights, we offer an extended 30-Day Returns Promise on eligible products.

Nothing in this policy affects your statutory rights.

1. DNA Lean® 30-Day Returns Promise

You may request an eligible change-of-mind return within 30 calendar days of receiving your order. Once requested, the goods must be sent back within 14 calendar days.

Returned products must be unopened, unused, in their original packaging, in brand-new resaleable condition and with all tamper-evident seals intact.

If you received the correct product in pristine condition and then open, unseal or use it, it is no longer eligible for a change-of-mind return or refund.

Where applicable, statutory exclusions for sealed goods unsuitable for return for health protection or hygiene reasons also apply once those goods have been unsealed.

2. Cancelling an Order

You may notify us that you wish to cancel an eligible order within the applicable cancellation period.

Because orders are processed quickly, we cannot guarantee that an order can be stopped once it has entered fulfilment.

If your order has already been dispatched, you may still cancel it. However, once it is in transit we will normally be unable to recall it, so you must receive the parcel and then return the eligible goods to us.

Refusing delivery or failing to collect a parcel does not, by itself, constitute notice of cancellation.

3. Making a Return

Contact sales@dna-lean.co.uk or use our Contact Us page:

https://www.dna-lean.co.uk/pages/contact-us

Please provide your name, delivery address, order number and the items being returned.

Returns should be sent to:

DNA Lean®
c/o The PackSmart Group Ltd
Unit 5 Blue Ribbon Park
The Stampings
Coventry
CV6 5RE

Your return must contain sufficient information for us to identify the order and customer. If we cannot reasonably link a returned parcel to your order, we cannot process a refund until the return can be identified.

Customers are responsible for return postage on change-of-mind returns. We recommend using a tracked service and retaining proof of postage.

4. Refunds

Once an eligible return has been received and checked, we aim to process your refund within five working days, subject to applicable statutory time limits.

For cancellations made under your statutory right to cancel, we will reimburse payment for the eligible goods being returned and the outbound delivery charge up to the cost of the least expensive standard delivery option offered by us.

If you selected a more expensive or expedited delivery option, the additional delivery cost will not be refunded.

You are responsible for the cost of returning the goods unless we supplied them in error or they are faulty, damaged, incorrect or not as described.

For returns made only under the additional part of our 30-Day Returns Promise after the statutory cancellation period has expired, original delivery charges are not refundable unless required by law.

5. Faulty, Damaged or Incorrect Products

If a product arrives faulty, damaged, incorrect, with a compromised seal or not as described, please contact us as soon as reasonably possible and stop using the product.

We may request photographs, packaging, batch or lot details, delivery packaging, the remaining product and/or return of the item so that the claim can be investigated.

Claims will be assessed using the available evidence. Damage caused after delivery through misuse, accidental damage or inappropriate storage will not be treated as a product fault.

Where a claim is verified, we will provide the appropriate remedy in accordance with your statutory rights.

6. Incorrect Addresses & Failed Deliveries

Customers are responsible for ensuring that the delivery address supplied when ordering is complete and accurate.

If you provide an incorrect address and the parcel is successfully delivered to that address, you are responsible for retrieving the goods. If you subsequently wish to return them, you are responsible for retrieving and returning them in accordance with this policy.

Where an incorrect address, failure to collect, refusal of delivery or another circumstance attributable to the customer causes a parcel to be returned to us, reasonable additional delivery or carrier costs actually incurred may apply.

This does not apply where the delivery error was caused by DNA Lean® or our delivery provider.

7. Subscription Products

Products purchased through Subscribe & Save remain subject to this Returns & Refunds Policy and your applicable statutory rights.

Cancellation of the ongoing subscription is governed separately by our Subscribe & Save Terms, including the applicable minimum commitment.

8. Personalised Diet Plans & Digital Products

Personalised diet plans have a statutory 14-day cooling-off period from the date of purchase, where the cancellation right applies.

If you want us to begin preparing your personalised diet plan during this 14-day period, you must expressly request that work begins early and acknowledge that, once the personalised service has been fully completed, your right to cancel will be lost.

If you cancel after expressly requesting that work begins but before the service has been fully completed, we may charge a reasonable proportion of the price for work already carried out, where permitted by law.

Where digital content is supplied immediately, any express consent and acknowledgement required by law will be obtained before supply begins.

Contact

For cancellations, returns or refund enquiries:

Email: sales@dna-lean.co.uk
Contact form: https://www.dna-lean.co.uk/pages/contact-us

Our normal operating hours are Monday-Friday, 9:00am-5:00pm, excluding bank holidays. We aim to respond within two working days.