Optimum Biotech UK Refund Policy

The following refund policy governs all transactions completed through optimumbiotech.uk, the official UK store for Optimum Biotech products. It outlines your entitlements concerning order cancellations, refunds and undelivered parcels, and should be read together with our terms and conditions and our shipping policy. This document was most recently revised in May 2026.

Cancellation Rights

The Consumer Contracts Regulations 2013 entitle you to withdraw from your purchase within 14 days of receiving your goods, without needing to provide any justification. To make use of this right, please send us an email within that 14-day window confirming your decision to cancel. The message should include your order reference number and an unambiguous statement of your intention to withdraw from the contract.

After we acknowledge your cancellation, you then have a further 14 days in which to send the goods back to us. The cost of return postage is the customer’s responsibility. Refunds are issued within 14 days of the returned items reaching us, and wherever possible we refund through the original payment channel.

Sealed Items

Owing to the nature of the products available at optimumbiotech.uk, we cannot accept returns of any item where the manufacturer’s seal has been broken, where the QR authentication code is missing or has been defaced, or where the goods display any indication of use or tampering. This exclusion is permitted under Regulation 28(3) of the Consumer Contracts Regulations 2013, which allows traders to disapply the right of withdrawal for sealed goods that are unsuitable for return on grounds of hygiene or health protection. Any items sent back to us in an unsealed or tampered state will be refused a refund and returned to the customer.

Damaged Parcels and Incorrect Items

Should your parcel arrive damaged in transit, or if you receive an item that does not correspond to what you ordered, please get in touch within 48 hours of delivery. Your message should include your order reference number along with a clear photograph showing the problem. Depending on the circumstances, we will either send out a replacement or process a full refund, at our discretion. Where the issue is plainly visible from photographic evidence, we generally do not require the affected goods to be sent back.

Missing Parcels

If five working days have passed since you received your despatch confirmation and your order has still not arrived, please contact us quoting your order reference. We will then open an enquiry with Royal Mail on your behalf. Where a parcel is officially declared lost in the postal system, we will resend the entire order to you at no further charge. Please note that monetary refunds are not offered as an alternative to reshipment for parcels confirmed as lost.

In cases where Royal Mail tracking marks your parcel as delivered but it has not in fact reached you, contact us within 48 hours of the recorded delivery time. We will immediately escalate the matter to Royal Mail for investigation and keep you informed throughout the process.

Changes of Mind

For sealed products that have already been despatched, we regret that change-of-mind refunds and exchanges cannot be accommodated. If your order has not yet entered the despatch stage and you wish to cancel, please email us straight away with your order reference and we will do everything reasonably possible to halt the order before it leaves us. We cannot, however, guarantee that cancellation will be successful once an order has begun the despatch process.

How Refunds Are Processed

Where a refund has been agreed, it will be processed within 14 days of that agreement. We aim to return funds via the original payment method whenever this is technically possible. Refunds paid in Bitcoin are calculated using the exchange rate in effect on the date the refund is processed rather than the rate at the point of original payment. Bank transfer refunds are sent only to the account from which the original payment was received.

Your Rights Under the Consumer Rights Act 2015

The provisions above do not displace or diminish your statutory entitlements under the Consumer Rights Act 2015, which sit alongside your rights under the Consumer Contracts Regulations 2013. Where a product is faulty, not as described or unfit for its intended purpose, you may be entitled to a repair, a replacement or a refund, with the specific remedy depending on the nature of the defect and how quickly it is reported. To make a claim concerning a faulty product, please email us with your order reference and any supporting evidence within a reasonable period after the fault becomes apparent.

Getting in Touch

To begin a return, report an issue or request a refund, please reach us through the contact page. Include your order reference number along with a full description of your query. Our aim is to respond to all return and refund enquiries within one working day.

Further Information

For details on order tracking, delivery times and despatch arrangements, please refer to our shipping policy. The complete terms governing purchases through this website are set out in our terms and conditions. The legal status of items sold here is explained in our legal disclaimer. Information about the handling of your personal data is contained in our privacy policy. For any other questions, please use the contact page.