Refund policy

Return Policy

Last Updated: February 20, 2026

At DNA Underwear (dna-underwear.com), operated by Moore Brands LLC, we want you to be completely satisfied with your purchase. If for any reason you're not happy with your DNA Underwear or compatible ice packs, we're here to help. Please read the return process and policies below carefully.

Return Window You may request a return or exchange within 30 days of receiving your order.

Common Return Reasons and Solutions

  1. Arrived Late
    • If your order arrives more than 21 business days after shipment (excluding customs delays), you may be eligible for a $8 USD refund as compensation. Contact us with your tracking details.
  2. Defective, Manufacturing Defects, or Quality Issues
    • If the product has a manufacturing defect or quality problem, we will send a replacement free of charge (including shipping).
  3. Doesn't Fit / Wrong Size or Color Ordered
    • You may return or exchange the item. You are responsible for return shipping costs.
  4. Changed Your Mind / No Longer Desired
    • You may return or exchange the item. You are responsible for return shipping costs.
  5. Wrong or Missing Item Received
    • Contact us and we will either cover return shipping for the incorrect item or send a replacement free of charge.
  6. Package Damaged on Arrival
    • If the package arrives damaged, we will send a replacement free of charge (including shipping).
  7. Incorrect Shipping Information Provided
    • Please verify your shipping address at checkout. If you need to update it after placing the order, contact us immediately. We cannot guarantee changes once processing begins.
  8. Other Issues
    • Please contact us directly and provide details—we'll work with you to find a solution.

How to Return or Exchange

  1. Contact Us First Email info@dna-underwear.com within 30 days of delivery. Include:
    • Your order number
    • Reason for return/exchange
    • Photos if applicable (especially for defects or damage)
  2. Approval & Return Instructions Our team will review your request and reply with approval (if eligible) and the correct return address. Returns must be shipped within 14 days of approval, or the request may be canceled.
  3. Prepare Your Return
    • Pack the item(s) securely in the original packaging.
    • Include all tags, accessories, and items that came with the product.
    • The item must be unused, unwashed, and in original/sellable condition.
  4. Ship the Return Send the package using a trackable method and share the tracking number with us via email.
  5. Refund or Exchange Processing Once we receive and inspect the item(s), we will process your refund or send the exchange within 5–7 business days. Refunds go to the original payment method.

Non-Returnable / Non-Exchangeable Items

  • Items that have been worn, used, washed, or are not in original condition (for hygiene reasons).
  • Used or opened ice packs.
  • Pre-ordered or custom items (if applicable).
  • Items purchased during promotional sales (including BOGO or bundle offers) are limited to a maximum of 3 items per return for inventory management.

Damaged on Arrival

If your product arrives damaged:

  1. Take clear photos of the damage, packaging, and any labels.
  2. Email the photos and description to info@dna-underwear.com within 5 days of delivery. We will send a free replacement. If a second defect occurs with the replacement, we will issue a full refund.

Additional Information

  • All returns and exchanges must be pre-approved by customer service. Unauthorized returns will not be accepted or refunded.
  • Return shipping costs are your responsibility unless the issue is our fault (defect, wrong item, damage in transit).
  • We do not cover customs duties or import fees for international returns.

Contact Us For returns, exchanges, or questions: Email: info@dna-underwear.com Moore Brands LLC 1201 N Orange St. Suite 7665 Wilmington, DE 19801 United States

Our team responds Monday–Friday and aims to reply within 1–2 business days.

Thank you for shopping with DNA Underwear. We appreciate your business and are committed to your satisfaction.

(These policies are subject to change. Continued use of the Site constitutes acceptance of updates. This is a general policy template and not legal advice—consult an attorney for full compliance.)