If something isn't right, or you've changed your mind, we'll sort it out. Here's how both warranty claims and returns work.
Every DNA ONE device sold through evolvdna.co.uk is covered by a six-month warranty from the date of purchase, protecting you against manufacturing defects.
The warranty is offered by SVIUK Ltd as the seller, in addition to your statutory rights under the Consumer Rights Act 2015 — which extend up to six years from purchase for genuine manufacturing defects.
Replacements are warranted for the remainder of the original six-month period, not a fresh six months.
Under UK consumer law, you have 14 calendar days from the date you receive your order to cancel it and return the item for a refund.
Reasonable inspection is fine. If you've opened the box and looked at the device, that's expected. If you've used it — filled a pod, taken a draw — we can't accept it back as a change-of-mind return.
The original delivery charge is not refunded on change-of-mind returns. We only refund the cost of the Goods.
Evolv DNA Returns (SVIUK Ltd)
190 Queen Street
Withernsea
East Yorkshire
HU19 2LG
United Kingdom
Please email us before posting — we'll confirm the return is valid and make sure it reaches the right place.
Email sales@evolvdna.co.uk with your order number and the reason for return. We'll reply with the return address and any instructions specific to your situation. Send the item back securely packaged, with your order number included, and we'll process the refund within 14 days of receiving it.
You have 14 calendar days from the date you receive your order to tell us you want to return it. Once we confirm the return, you have a further 14 days to send the item back.
Faulty or damaged items are covered separately under our 6-month warranty, plus your statutory rights under UK consumer law.
Yes, unless the item is faulty or was supplied incorrectly. In those cases, we cover the return postage or arrange collection. For change-of-mind returns, the customer is responsible for return shipping.
We don't provide prepaid return labels. Use whatever service suits you — we'd recommend a tracked service so you have proof of postage.
For a full refund, the item needs to be unused, in its original packaging, with any seals intact. Reasonable inspection is fine — if you've opened the box to look at the device, that's expected. But if it's been used (filled with e-liquid, fired, etc) we can't accept it back as a change-of-mind return.
If a product is faulty, this doesn't apply — we'll handle faulty returns regardless of packaging condition.
We process refunds within 14 days of receiving the returned item. The money is refunded to the same payment method you used to place the order.
Depending on your bank or card provider, it can take a further few business days to appear in your account after we process it.
No — delivery charges are not refunded on change-of-mind returns. We only refund the cost of the Goods.
If the return is because of a fault or our error, we'll refund the delivery charge too.
Email sales@evolvdna.co.uk as soon as possible with your order number and photos of the damage or a description of the fault. We'll arrange a replacement or refund, and we'll cover return postage or arrange collection if we need the item back.
All our products are covered by a 6-month warranty against manufacturing defect, in addition to your statutory rights under the Consumer Rights Act 2015.
Get in touch and tell us what you'd like to swap for. We'll treat the returned item as a refund and place a new order for the replacement — it's simpler than trying to manage an exchange as a single transaction, and means you're not waiting for us to receive the original before the new one ships.
Unopened, unused pods in their original sealed packaging can be returned within 14 days.
Once a pod has been opened, filled, or used, we can't accept it back for hygiene and regulatory reasons — this applies to all pod systems in the UK.
If a pod is faulty, contact us and we'll sort a replacement under warranty.
Yes — but the refund has to go back to the original payment method, so it will reach the person who bought it, not the recipient. If you want to avoid that, speak to the person who gave it to you and they can arrange the return directly.
The 14-day window runs from when the original order was delivered, not when the gift was given.
If the order hasn't shipped, yes — email us and we'll cancel and refund it.
If it's already shipped, we can't recall it, so you'll need to wait for delivery and then follow the standard returns process.
No — we don't provide prepaid return labels. For change-of-mind returns, you arrange and pay for return shipping yourself. We'd recommend using a tracked service so you have proof of postage.
For faulty items or shipping errors on our side, we cover the return — either by sending you a prepaid label or arranging collection, depending on the situation.
After the 6-month warranty period, repairs and replacements are handled as paid service. Contact us with your order number and a description of the fault and we'll give you a quote before you send anything in.
The warranty covers battery failure caused by a manufacturing defect. It doesn't cover gradual reduction in battery life over time — all lithium-ion batteries lose capacity with use, and that's considered normal wear rather than a fault.
If your battery stops holding charge suddenly, or doesn't charge at all within the warranty period, that's a warranty claim — email us.
Tel: 0333 023 0065 · Email: sales@evolvdna.com