Returns & Refunds

See Below…

We want you to be confident when purchasing from DNA Security. This policy explains how returns, refunds, exchanges, and faulty or incorrect products are handled, so you know what to expect if you need assistance with an order. Effective September 16th 2026.

Introduction

At DNA Security, we want you to be satisfied with your purchase. This policy explains how returns, refunds, exchanges, defective products, and incorrect orders are handled.

All returns and refunds are subject to this policy and applicable South African consumer protection legislation.

General Returns

If you wish to return a product because you have changed your mind or no longer require the item, please contact us as soon as possible.

Where a return is permitted, the product must generally:

Be unused and in its original condition
Be returned with its original packaging, accessories, manuals, and components
Be in a condition suitable for resale
Include valid proof of purchase
Not have been installed, modified, altered, damaged, or tampered with

Products that have been installed or used may not qualify for a change-of-mind return where the applicable legal requirements for such a return are not met.

Nothing in this policy limits any rights you may have under applicable South African consumer protection legislation.

Products That May Not Be Returned

Certain products may not be eligible for a change-of-mind return, including:

Products that have been installed or used
Products that have been modified, altered, damaged, or tampered with
Custom-made or specially ordered products
Products that are no longer in a resalable condition
Products missing original components, accessories, or packaging

This does not exclude any statutory rights relating to defective, unsafe, incorrectly supplied, or otherwise non-conforming goods.

Incorrect or Damaged Orders

If you receive an incorrect product or your order arrives damaged, please contact us as soon as reasonably possible after delivery.

Please provide:

Your order number
A description of the issue
Photographs of the product and packaging where applicable

We may request additional information or photographs to assist with assessing the issue.

Where DNA Security is responsible for the incorrect or damaged delivery, we will arrange the appropriate return or replacement process.

Defective Products & Warranty

If a product develops a fault or appears to be defective, please contact us with your order details and a description of the problem.

Depending on the circumstances and applicable law, the product may need to be returned to us for inspection, testing, repair, replacement, or refund.

Products that have been incorrectly installed, modified, physically damaged, tampered with, or used contrary to the manufacturer’s instructions may not qualify for warranty assistance where the fault resulted from such actions.

Where a manufacturer warranty applies, the product may also be subject to the manufacturer’s warranty terms and assessment process.

Return Shipping Costs

Return shipping arrangements and costs depend on the reason for the return.

For approved change-of-mind returns, the customer may be responsible for the cost of returning the product to DNA Security.

Where a product is confirmed to be defective, incorrect, or otherwise requires a return at DNA Security’s responsibility, we will provide the appropriate return instructions.

We will not accept responsibility for return shipping arrangements made without prior approval where such approval is reasonably required.

Inspection of Returned Products

All returned products may be inspected before a return, replacement, repair, or refund is approved.

We may assess:

The condition of the product
Whether the product has been installed or used
Whether all accessories and components are included
Whether the product has been damaged or modified
Whether the reported fault can be reproduced or verified

The outcome of the assessment will determine the appropriate resolution, subject to applicable consumer rights and manufacturer warranty requirements.

Refunds

Where a refund is approved, we will process the refund using the original payment method where reasonably possible.

The timing of the refund may depend on the payment provider or financial institution used for the original transaction.

Refunds will only be processed once the relevant return has been received and, where applicable, inspected and approved.

Exchanges & Replacements

Where appropriate, an approved return may result in a replacement product rather than a refund.

Replacement products are subject to availability. If the same product is unavailable, we will contact you regarding the available options.

Any statutory rights you may have regarding defective or non-conforming goods remain unaffected.

How to Request a Return

To start a return or report a product issue, contact us using the details below:

Email: sales@dnasecurity.co.za
Phone: 076 321 5747

Please include your:

Order number
Full name
Product name
Reason for the return or issue
Relevant photographs or supporting information where applicable

Please do not send products back without first contacting DNA Security and receiving return instructions.

Important Notice

This Returns & Refunds Policy is intended to explain our standard returns process and does not remove or restrict any rights provided to consumers under applicable South African law.

Where a conflict exists between this policy and a mandatory consumer protection requirement, the applicable legal requirement will prevail.