Returns & Refund Policy
Because our products are supplied strictly for research use only, our returns policy is designed to protect product integrity while remaining fair and structured for all 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, it can no longer be cancelled.
Damaged or Faulty Items
If your order arrives damaged or faulty, please contact us within 48 hours of confirmed delivery.
To help us investigate your claim efficiently, please include:
- your order number
- clear photographs of the item
- clear photographs of the outer packaging
We may request additional information where necessary.
Lost Parcels
All orders are shipped using tracked delivery services.
If your parcel has not arrived, please contact us and we will investigate with the courier.
Delivery delays do not automatically qualify as lost parcels while a courier investigation remains ongoing.
Orders confirmed as delivered by the courier are considered fulfilled.
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 or refunds for:
- change of mind
- incorrect product selection
- opened or used products
- products that have been improperly stored or handled after delivery
If a return is exceptionally 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 all claims carefully and aim to resolve genuine issues promptly.
To protect both our customers and our business, we reserve the right to decline refunds, replacements, or support requests in cases involving repeated claims, suspected misuse, policy abuse, or suspicious activity.
Each situation is assessed individually and our decision will be final.
Chargebacks & Payment Disputes
If you experience an issue with your order, please contact us before initiating a payment dispute or chargeback.
Fraudulent chargebacks, false claims, or abusive disputes will result in the suspension or permanent restriction of future orders and customer accounts.
International Orders
Customers are responsible for ensuring products comply with local import laws and regulations prior to purchase.
Optimus Labs is not responsible for customs delays, import restrictions, seized shipments, duties, taxes, or additional import-related charges.
Contact Us
If you have any questions about your order, please contact us at:
orders@optimuslabs.co.uk
Please include your order number in all correspondence so we can assist you as efficiently as possible.
