Returns & Refund Policy
Last updated: 19 October 2026
1. Cancellation
Optimus Labs does not operate a voluntary change-of-mind returns scheme. Orders cannot be amended after dispatch. Dispatch occurs when the parcel is handed to the carrier. Orders cancelled before dispatch are refunded in full.
Where applicable, cancellation rights for qualifying sealed health or hygiene-sensitive goods end once the seal is broken after delivery. A product is unsealed if the vial itself has been opened, its tamper-evident seal or crimp cap is broken or punctured, or it has been reconstituted, mixed, decanted, aliquoted or used in any way. Statutory cancellation terms are set out in section 14 of our Terms & Conditions.
2. Damage, Shortage, Loss or Packing Error
All damage, shortage, loss or packing claims are verified using the following:
- Written notice within 48 hours of delivery to [email protected], subject: FORMAL NOTICE — [Order Number].
- A continuous, unedited video recorded before opening the parcel. The recording must begin with the outer parcel fully closed, with its seal and shipping label clearly visible, and continue without stopping through the opening of the parcel to reveal the inner packaging and the affected item, turned so that every side is visible.
- At least three photographs of the affected item from different angles, plus photographs of the inner packaging, the outer parcel and the shipping label.
- The original photo and video files attached to the email.
- Your order number and a written description of the issue.
- Retention of all packaging and affected goods.
Verification
- Every claim is checked against our packing record, carrier records and order history before a remedy is given.
- Where any of the evidence above is missing, we may request further information or the return of the affected item before a claim is decided.
- Edited or altered images and video, including files with removed or altered metadata, are not accepted as evidence. Original files must be provided with their metadata intact, including the date and time of recording.
- Claims raised by phone, social media or WhatsApp must be confirmed by email.
3. Limits on Remedies
Where a claim is verified, the affected item is replaced or refunded.
Where only part of an order is affected, the remedy normally covers the affected items only.
We do not offer credit, vouchers or goodwill payments.
Where inspection or return of an affected item is required, no remedy will be processed before that requirement is satisfied. Where we request a return, we cover the postage. Returned items cannot be resold and are responsibly disposed of.
Original delivery charges are not refunded, except where the law requires it.
Any refund, replacement or other action taken by Optimus Labs does not constitute an admission of liability.
4. Lost, Delayed, Stolen or Non-Delivered Parcels
Carrier tracking, delivery records, proof of delivery and investigation findings will be relied upon when determining the status of a delivery.
Where an order is reported as lost, delayed, stolen or not received, Optimus Labs will open an investigation with Royal Mail or the relevant carrier.
No refund or replacement will be processed while a parcel remains in transit or while the carrier investigation is ongoing.
Where tracking shows a parcel as delivered but non-receipt or theft is alleged, carrier records, delivery-location information, proof-of-delivery evidence and a Denial of Receipt or equivalent carrier declaration may be required.
The customer must cooperate with any reasonable request for information or documentation required for the carrier investigation. Failure to do so may prevent the claim from being verified through our internal claims process.
A refund, replacement or other remedy will only be considered once the relevant delivery status has been verified and any required carrier investigation has concluded.
Reported loss, theft or non-receipt does not by itself establish entitlement to a refund or replacement.
Parcels refused, not collected or left unclaimed remain the customer’s responsibility. Any redelivery costs are payable by the customer.
5. Post-Delivery Responsibility & Glass Products
Products are supplied in glass containers and must be handled with care. If any parcel or glass product appears crushed, cracked, broken or damaged, do not handle broken contents.
Risk in the products passes to you when you, or someone you have named other than the carrier, take physical possession of them. After delivery, the customer is responsible for the storage, opening, handling, care, use and disposal of the products and their contents.
6. Missing or Incorrect Items
Every order is itemised and recorded at packing.
Missing or incorrect-item claims are checked against our packing record. Where the evidence in section 2 is not available, we may ask for more information before a claim is verified.
7. Product Use
Products are supplied strictly for research and laboratory use only. They are not medicines and are not supplied for human or veterinary use. They must not be administered to humans or animals, and no representation is made as to suitability for human or animal application. The customer is solely responsible for lawful and appropriate use.
8. International Orders
International orders are accepted at the sole discretion of Optimus Labs.
Customers are solely responsible for confirming that products may lawfully be imported into the destination country. Optimus Labs accepts no responsibility for customs delays, import restrictions, duties, taxes, clearance charges, refusal of entry, seizure, confiscation, destruction, return to sender or other consequences arising from destination-country laws, customs procedures or import requirements.
All duties, taxes, customs charges and clearance fees are entirely the customer's responsibility.
International addresses cannot be changed after dispatch. Optimus Labs accepts no responsibility for delivery issues caused by customer-supplied information, forwarding services or reshipping arrangements.
9. Order Verification, Fraud & Business Protection
Optimus Labs reserves the right to verify orders and claims against names, addresses, telephone numbers, email addresses, payment information, delivery records, order history and correspondence. Associated orders and customer details may be reviewed together where appropriate.
Attempts to circumvent restrictions using alternative names, addresses, email accounts, telephone numbers, payment methods or other customer details may result in associated orders being refused or cancelled. Orders may be refused or cancelled where there are concerns relating to fraud, abuse, suspicious activity, repeated disputes, misuse, delivery risk or attempts to circumvent restrictions. All communication must remain respectful; abusive or threatening messages may result in us declining future orders.
Optimus Labs reserves the right to refuse any future order and to discontinue a customer relationship where permitted. No explanation is required where the law does not require one.
10. Refunds
Approved refunds are issued to your original payment method within 14 days. How quickly the money appears depends on your bank or card provider.
11. Chargebacks & Payment Disputes
If you experience an issue with your order, please contact us before initiating a payment dispute or chargeback.
If you raise a payment dispute that we can show was dishonest, we will contest it with our order, packing and delivery records, and we may decline to accept future orders from you.
12. Contact Us
If you have any questions about your order, please contact us at [email protected]. Please include your order number in all correspondence.
Optimus Future Ltd, Company No. 17126312, 45 Albemarle Street, Mayfair, London W1S 4JL.
13. Final Provision
Nothing in these terms excludes or restricts any right or liability that cannot lawfully be excluded.
