Returns & Refund Policy

We aim to make your experience straightforward and stress-free.

Because our products are supplied strictly for research use only, our returns policy is designed to protect product integrity while remaining fair to our customers.

Order Cancellations

If you need to cancel your order, please contact us as soon as possible.

Orders can be cancelled for a full refund before dispatch.

Once an order has been shipped, we are unable to cancel it.

Damaged or Faulty Items

If your order arrives damaged or faulty, please contact us within 48 hours of delivery.

To help us resolve the issue quickly, please include:

  • Your order number
  • Clear photographs of the item
  • Clear photographs of the outer packaging

Once your claim has been reviewed, we will offer either a replacement or a refund where appropriate.

We may request additional information if needed in order to process your claim.

Lost Parcels (UK Orders)

If your parcel has not arrived, please contact us and we will investigate with the courier.

If the courier confirms the parcel as lost, we will offer either:

  • A replacement shipment, or
  • A full refund

Please note that delivery delays do not automatically qualify as a lost parcel while a courier investigation is ongoing.

Address Accuracy

Please ensure your shipping details are correct at checkout.

We cannot be held responsible for parcels lost due to incorrect or incomplete address information provided by the customer.

Refunds or replacements will not be issued in these circumstances.

Returns

Due to the nature of our products, we do not accept returns for change of mind.

If a return is approved, the item must be:

  • Unopened
  • Sealed
  • In its original condition

All returns must be authorised by us in writing before being sent back.

Unauthorised returns will not be accepted.

Fair Use of Our Policy

We review every claim carefully and aim to resolve genuine issues promptly.

However, to protect both our customers and our business, we reserve the right to decline refunds or replacements in cases of repeated claims, suspected misuse, or abuse of our returns policy.

Each situation is assessed individually, and our decision will be final.

Contact Us

If you have any questions about your order, please contact us at:

info@optimuslabs.co.uk

Please include your order number in all correspondence so we can assist you as quickly as possible.