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Sales Policies

Exchange and refund

Exchange and Refund Policy


  • The product must be accompanied by the original receipt.
  • The product must be sealed and kept in its original condition.
  • The product can be exchanged within 30 days from the date of purchase.
  • The product can be refunded within 30 days from the date of purchase on gift card as a DNA credit.
  • The product can be exchanged with another product of the same or higher value in which case the difference should be settled.
  • The standard warranty on electronic items, excluding accessories, is 1 year.
  • All products can be exchanged or refunded except for vinyl discs, music, books, Software, games, digital cards, tickets, makeup, personal items, food & beverage products, services and Sales & clearance items
  • all exchange and refund transactions must be approved by the manager or the supervisor.
  • The inspection process must not exceed 2 days from the date of receiving the product.
  • DNA Loyalty App points cannot be exchanged or refunded and will expire after 12 months.
  • Products on sale can be exchanged if defected only but cannot be refunded.
  • DNA Gift cards can be redeemed within 12 months but cannot be refunded.
  • Gift vouchers expire after 1 year of issuance date.
  • Gift items must be accompanied by the original gift receipt. 
  • Exchanges & Returns are applicable in any DNA store.


Exchange and refund requirements


The following criteria must be met to qualify for a refund:

  • Product is defective
  • Product must be unopened and kept in original packaging
  • Product must be unused

In order to ensure the above criteria have been met, all returns will be thoroughly inspected:

  • Non-Device product and sealed device can be exchanged by the approval of Manager or the supervisor under his responsibility.
  • Electronic device that is defected or opened can only be approved by the maintenance manager.

If the product does not meet the above-mentioned criteria, we reserve the right not to exchange the product.



Cash & Card on Delivery