Refund policy
Return & Refund Policy
Every Race DNA piece is made to order and personalised specifically for you. Because of this, we generally cannot accept returns or exchanges for change of mind once production has begun.
Changes & Cancellations
If you need to change your personalisation details or cancel your order, please contact us as soon as possible at hello@theracedna.com.
We’ll do our best to help if production has not yet started. Once your order has entered production, we may no longer be able to make changes or cancel the order.
Personalisation Details
Please carefully check all names, race details, times, dates and other personalisation information before placing your order.
If an item has been made correctly according to the information submitted with your order, we cannot offer a refund or free replacement for spelling mistakes, incorrect times, dates or other details provided by the customer.
If you notice a mistake shortly after ordering, email us immediately at hello@theracedna.com and we’ll do our best to update it before production begins.
Damaged, Defective or Incorrect Items
If your item arrives damaged, defective, or different from what you ordered, please contact us at hello@theracedna.com with:
- Your order number
- A brief description of the issue
- Clear photos showing the item and the problem
We’ll review the issue and make it right.
In most cases, the quickest solution is for us to make and send a replacement at no additional cost to you. Depending on the circumstances, we may instead offer another appropriate resolution, including a refund where required.
You generally won’t need to return a damaged, defective or incorrectly made personalised item unless we specifically ask you to.
Change of Mind
As Race DNA products are personalised and made specifically for each customer, we do not accept returns or exchanges simply because you change your mind, no longer want the item, or entered incorrect personalisation details.
This does not affect any rights you may have under applicable consumer protection laws.
Refunds
Where a refund is approved, it will be issued to your original payment method.
Please note that your bank, card issuer or payment provider may require additional time to process the refund after it has been issued.
Need Help?
We want you to be happy with your Race DNA piece. If something isn’t right with your order, please contact us and we’ll work with you to find an appropriate solution.
Email: hello@theracedna.com