Returns & Cancellations Policy
At Optima.AI, we want every customer to feel confident when purchasing a test kit. Please read our returns and cancellations policy carefully before placing your order.
Order Cancellations
You may cancel your order for a full refund within 14 days of purchase, provided your kit has not yet been dispatched. Once a kit has been dispatched, cancellations cannot be accepted due to the medical nature of the product.
Returning Test Kits
Due to hygiene and safety regulations, we cannot accept returns of unused or opened test kits once they have been dispatched.
If you no longer wish to use your kit, please dispose of it safely. Refunds are not available for unused kits once shipped.
Invalid or Incomplete Samples
If a test sample is returned to our laboratory but is invalid (e.g. contaminated, clotted, or insufficient for analysis), a replacement kit may be issued.
Standard Replacement Fee: £10.00 per kit
(to cover dispatch, lab processing, and administrative costs)
This fee is charged to the partner account and may be passed on to the customer, depending on partner policy.
Exceptions — No Replacement Fee Applies If:
- •A confirmed logistics issue occurs (e.g. courier delay).
- •A batch-related issue is identified with lancets or collection tubes (confirmed by our QA team).
- •First-time user error is identified and goodwill replacement is approved.
Delays or Lost Kits
If your kit is delayed in the post or does not arrive, please contact us via the website support form. We will arrange a replacement at no additional cost once confirmed.
Results Delivery
Once your sample has been received and successfully processed by the laboratory, your results will normally be available in 2–5 working days.