DNA Return and Refunds Policy
Return, Refunds & Warranty Policy
Burnberry Trading CC t/a DNA Health (“DNA Health”, “we”, “us”, “our”)
Applies to: All purchases from dnahealth.co.za and DNA Health direct channels within South Africa.
1) Governing Law & How This Policy Works With Your Statutory Rights
1.1 This Policy is designed to comply with the Consumer Protection Act 68 of 2008 (CPA) and (for qualifying online transactions) the Electronic Communications and Transactions Act 25 of 2002 (ECTA). Nothing in this Policy limits your non‑excludable statutory rights.
1.2 Priority of law: If there is any conflict between this Policy and the CPA/ECTA, the legislation prevails. In e‑commerce contexts, ECTA’s 7‑day cooling‑off may apply; CPA’s direct‑marketing cooling‑off (5 business days) applies in its own context. (The CGSO also confirms when ECTA displaces CPA s16 for e‑commerce.)
2) Definitions (for clarity)
- “Main Unit” means the primary appliance/device (e.g., DNA Water Purifier main body; DNA Tumblender motor base).
- “Consumables & Accessories” include any used‑up/replaceable parts or non‑integral add‑ons (e.g., water filters, filter cartridges, seals, O‑rings, CO2 cylinders, baskets, blender cups/lids, juicer strainers, lamps/bulbs, cleaning agents). These items have a finite service life and are subject to ordinary wear and tear.
- “Misuse/Incorrect Operation” means use contrary to the user manual, safety warnings, or technical specs (examples in Section 7).
- “Minor/Non‑material defect” means an imperfection that can be reasonably remedied without replacing the Main Unit (see Section 6.4).
3) Stock, Availability & Order Cancellations
3.1 Goods are subject to availability. Stock is held in Johannesburg; out‑of‑stock items are indicated online. If an item becomes unavailable after payment, we will refund you in 1–2 working days.
3.2 Pre‑dispatch cancellations are refunded in full. (For online transactions already delivered, see Section 5 for ECTA/CPA returns.)
4) Delivery, Inspection & “Dead‑On‑Arrival” (DOA)
4.1 Inspect on delivery. Please report transport damage/DOA within 48 hours with photos/videos so we can log a courier claim and fast‑track your resolution.
4.2 We may inspect the goods to establish the cause before deciding the remedy (repair/replace/refund) in line with the CPA.
5) Change‑of‑Mind & Cooling‑Off (Online & Direct‑Marketing)
5.1 Voluntary 7‑day money‑back (change‑of‑mind): We accept returns within 7 days of delivery if the goods are unused, undamaged, and in their original packaging with all accessories/manuals. You bear return shipping. We may charge a reasonable amount for use/handling if applicable (aligned to CPA s20(6)). Opened/used consumables (e.g., filters that have been wetted) cannot be returned for hygiene/health reasons (see 8.5).
5.2 ECTA 7‑day cooling‑off (online transactions): For qualifying electronic transactions, you may cancel without reason within 7 days of receipt (goods) by returning the item(s). Only the direct cost of returning may be charged; refunds must be processed within 30 days of cancellation. (This sits alongside your CPA rights.)
5.3 CPA direct‑marketing cooling‑off: If you bought because of direct marketing, you may cancel within 5 business days of delivery/conclusion (Section 16 CPA). Returns are at your risk/expense under s20(4)(a).
6) CPA Implied Warranty (Six Months) & Remedies
6.1 Your core right: Under Sections 55 & 56 CPA, all goods must be reasonably suitable for their ordinary (and any communicated specific) purpose, be of good quality, in good working order, free of defects, and durable for a reasonable period.
6.2 Six‑month implied warranty: If goods fail to meet Section 55, you may—at your election—insist on a repair, replacement, or refund within six months of delivery, at our risk and expense. We may inspect to determine cause.
6.3 Post‑repair protection: If we repair a product and the same defect reoccurs or another defect appears within three months of the repair, we must replace the goods or refund you (a further repair is not an option).
6.4 Minor/non‑material defects: Where an issue is insignificant and can be reasonably remedied (e.g., replace a faulty accessory/component without affecting the integrity of the Main Unit), the appropriate remedy is repair or component replacement, not full unit replacement or refund. (This approach is recognised in CGSO guidance and legal commentary.)
6.5 When the CPA remedy does not apply:
- If you agreed to take goods in a specific (disclosed) condition (e.g., demo/marked), the s55(2)(a) & (b) standards may not apply.
- If goods were altered contrary to instructions or after leaving our control (tampered), the CPA remedies may not apply. (See Sections 7 and 8.3–8.4.)
7) Misuse/Incorrect Operation (Examples) — Not Covered
The CPA does not require a supplier to refund/replace where failure is caused by misuse, negligence, or failure to follow instructions. Examples include (non‑exhaustive):
- Submerging electrical components (e.g., DNA Tumblender motor base) or exposing them to liquids causing water ingress.
- Failing to refill or operate the DNA Water Purifier correctly, causing dry‑running, pump damage, or air‑lock due to not following priming/refill instructions.
- Using wrong voltage, incompatible sockets, or unprotected power in surge‑prone environments.
- Operating outside specifications (temperature, pressure, capacity); commercial use of domestic‑grade products.
- Physical damage (cracks, breakage, burns, impact), ingress of foreign matter, or damage from unauthorised accessories.
Where our assessment confirms misuse/incorrect operation, the warranty is void for the resulting damage, and repairs are chargeable (quote provided first).
8) Exclusions & Limitations (Lawful, Reasonable, and CPA‑Aligned)
8.1 Consumables & Accessories (filters, wear parts, non‑integral items)
- Nature of these parts: Filters, cartridges, seals, O‑rings, co2 Cylinders, baskets, cups/lids, juicer strainers, UV lamps and similar are consumables intended to wear or be replaced periodically; they are not treated as the “unit as a whole” for purposes of unit‑level replacement or refund.
- Coverage: We warrant these items against material defects present at delivery and initial fit/form/function. They are not covered for ordinary wear‑and‑tear, consumption through use, clogging by local water conditions, or incorrect installation/use. The appropriate remedy is typically replacement of the part, not Main Unit replacement. (This “components” approach is endorsed in CGSO guidance and by legal commentary on s55–s56 remedies.)
Important compliance tip: The CPA’s implied warranty still applies to defects in consumables present at delivery—what’s excluded here is wear‑and‑tear/consumption and misuse, which the CPA permits suppliers to exclude.
8.2 Filters Specifically
- Used/wetted filters are not returnable for change‑of‑mind due to health/hygiene risks and public‑health considerations. (CPA s20(3)(a) recognises returns can be restricted by public regulation/health grounds once goods have been supplied.)
8.3 Tampering/Unauthorised Repairs — Warranty Void
- Opening the unit, removing internal screws, bypassing safety devices, or using unauthorised technicians/parts voids the warranty. This aligns with CPA exceptions for goods altered after leaving the supplier’s control; the CGSO has repeatedly upheld refusals where unauthorised third parties worked on the product.
8.4 Safety, Warnings & Product Liability
- We provide safety instructions and warnings. Under CPA s61, the supply chain can be strictly liable for harm from unsafe goods or inadequate instructions—hence your duty to follow manuals and heed warnings. Liability does not extend to harm caused by your misuse, ignored warnings, or tampering.
8.5 Non‑returnable once opened (for hygiene/health): Where public health or safety regulations restrict returns, we cannot accept returns once the packaging is opened/used (e.g., wetted filters, certain food‑contact parts), unless there is a manufacturing defect present at delivery.
8.6 No “general right” to return: Outside the specific CPA/ECTA grounds, there is no general right to return goods; our voluntary 7‑day change‑of‑mind (Section 5.1) exceeds the law.
9) Assessment, RMA & Logistics
9.1 Log a claim: Email sales@dnahealth.co.za with invoice, description, photos/videos, and serial numbers. We’ll issue an RMA and arrange collection where applicable.
9.2 Inspection: Technical assessment typically takes 4–7 working days from receipt. Where we find a manufacturing defect, the risk/expense of return is ours; where we find no fault, misuse, or a non‑warranty issue, return shipping and diagnostic/quotation fees may apply (only with your prior approval).
9.3 Repair timelines & spares: We aim to complete in‑warranty repairs within a reasonable time (usually 7–14 working days, parts‑dependent). Post‑repair three‑month protection applies as per CPA practice (Section 6.3).
10) Refunds & How They’re Paid
10.1 Method & timing: Refunds are made to the original payment method. Under ECTA cooling‑off, refunds must be processed within 30 days of cancellation; under CPA s20 returns, we refund less any lawful charge (e.g., use/handling if allowed by s20(6)).
11) Documentation & Proof
11.1 Please keep your proof of purchase (tax invoice) and serial numbers. While original packaging is not a legal prerequisite for CPA returns for defects, safe transit requires proper packaging; we may supply packaging guidance.
12) Limitation of Liability (as Permitted by Law)
12.1 To the maximum extent permitted by the CPA, we will not be liable for indirect or consequential losses arising from minor/non‑material defects that can be reasonably remedied, or from misuse, tampering, unauthorised repairs, failure to follow instructions, or ordinary wear‑and‑tear on consumables/accessories. (We do not exclude liability where the CPA prohibits it, including s61 product‑liability and gross negligence prohibitions.)
13) Contact
Burnberry Trading CC t/a DNA Health
Tel: +27 11 314 0231
Email: sales@dnahealth.co.za
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