Refunds and Returns

 

Returns & Refunds Policy

At Optimal You, we are committed to providing high-quality vitamins and diagnostic services. Due to the medical and personalised nature of our products, specific conditions apply to returns and refunds. Note, this policy is in addition to, and does not affect, your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations.

1. General Eligibility for Returns (Vitamins & Supplements)

For non-diagnostic products (e.g., vitamins and supplements), you have 14 days from the date of delivery to request a return.

Condition: Items must be unopened, unused, and in their original heat-shrunk or foil packaging with all seals intact.

Exclusions: For hygiene and safety reasons, we cannot accept returns for any supplement where the bottle seal has been broken.

Shipping: Customers are responsible for return shipping costs unless the item is faulty or an error occurred on our part.

2. Blood Test Diagnostics Policy

Blood tests are medical services and are subject to different rules depending on the stage of the process. Once a sample has been sent to the lab or an appointment has been attended, no refunds are possible.

A. Self-Arrange & Finger-Prick Kits

Before Dispatch: Full refund.

After Dispatch: If you cancel within 14 days of ordering but the kit has already been sent, a £15 kit & processing fee will be deducted from your refund to cover the cost of the single-use medical components and shipping.

Condition: Kits must be unused. We cannot refund any kit that has been opened or used.

B. Clinic / Venous Draw Appointments

Cancellations: If you cancel your test after a kit has been dispatched, the £15 fee mentioned above applies.

Non-Attendance: If you fail to attend your booked clinic appointment or cancel with less than 24 hours' notice, the clinic's phlebotomy fee is non-refundable.

C. Nurse Home Visits

Home visits involve dedicated staff scheduling. The following charges apply for cancellations:

More than 48 hours’ notice: Full refund (less kit fees if already dispatched).

24 to 48 hours’ notice: A £30 cancellation fee will be deducted.

Less than 24 hours’ notice (or missed appointment): A £59 fee will be deducted (or the full cost of the visit, whichever is lower).

3. Prescriptions and Medication *(We are currently not operating any services whereby we will provide prescription medications)*

In accordance with MHRA guidelines, prescription medications are generally non-returnable. We cannot verify the storage conditions of medication once it has left our partnered pharmacy.

Exceptions: Refunds or replacements will only be issued if the medication is faulty, damaged upon arrival, or if a dispensing error occurred.

Notification: You must notify us within 48 hours of receipt if there is an issue with your prescription order.

4. Fees and Administration

Cooling-Off Period: We offer a 14-day cooling-off period. However, if your kit has been dispatched this service is deemed "consumed" and a £15 administrative fee will apply to any cancellation.

Change of Mind: For any cancellations requested after 14 days where no kit has been used, a £15 administrative fee applies.

5. How to Request a Refund

To initiate a return or cancellation, please follow these steps:

Contact Us: Email help@optimalyou.co.uk with your Order Number and reason for the request.

Authorisation: If eligible, we will provide a Return Authorisation (RA) number. Do not send items back without this number.

Inspection: Refunds are processed within 5–10 working days of receiving your returned item or approving your cancellation request.

Damaged Kit: If your kit arrives damaged or with missing lancets/tubes, please notify us within 48 hours for a free replacement kit. Please ensure you include pictures clearly showing your concerns.

 

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Summary Table: Blood Test Fees