Refunds and Returns Policy
This is our CURRENT policy and was Last Revised on the 10/1/2022. For further information on our policies please Contact Us.
If you aren’t happy with your purchase then neither are we!
Please refer to our Terms & Conditions in conjunction with this Refunds & Returns policy, as it includes guidance on the services we provide and the conditions under which we handle failed Blood Tests and Re-Tests.
Optimale will aim to dispatch your testing kit or product within 1 working day of receiving your order.
We can only ship to UK addresses.
All of our deliveries are sent first class post and are delivered within 2-5 working days (excluding bank and public holidays) in most cases.
For blood testing kits, please aim to send them back on the day the blood sample is taken. Please also post your sample back using the provided free post envelope from Monday – Wednesday for the highest likelihood of a successful test.
The blood testing laboratory is not open on weekends. Blood test samples sent back on Thursdays, Fridays or on the Weekend may only be analysed on Monday, which can lead to failed tests.
2. Blood Testing Services
(1.) You may cancel your order at any time before a blood sample test kit has been dispatched to you and receive a full refund. Please be aware that in most cases, once you place your order, your blood test kit order will be dispatched the same or the next working day.
(2.) If you change your mind and wish to cancel your finger prick blood test kit order within fourteen calendar days after delivery, if your test kit has already been dispatched to you then we will refund you your order value minus £10.00. This is to cover the cost of postage, and the cost of the test kit, which regrettably we cannot re-use.
(3.) If you cancel your order after sending your completed blood test sample back to the laboratory but before receiving your blood test sample analysis (even if the laboratory have not yet received the blood testing kit for analysis), then we will refund you 10% of your order value. This is because we cannot stop the laboratory from analysing your kit and charging us for the analysis, if you have already sent the kit back in the post.
(4.) If you can’t successfully fill or complete the first finger-prick blood test kit we will send you one more test kit, free of charge, or we will offer you an alternative means of having a blood sample taken, which may incur an additional fee if it requires phlebotomy.
Please note that if you are unable to successfully complete a finger-prick blood test, that does not mean that the blood test kit is faulty. Approximately 5-10% of people are unable to successfully complete a finger-prick blood test due to circulation or blood clotting issues. We understand that this situation can be frustrating when it occurs, and we will do our best to help you get a blood test by a different means, although it may incur additional fees if it requires phlebotomy/a venous blood draw instead of a finger-prick test.
Please see section 2 of our Terms & Conditions for more information on the alternative options we can offer if you are unsuccessful in obtaining a finger-prick blood sample that is suitable for analysis.
(5.) If your test kit arrives and it is faulty or damaged, you are entitled to a full refund within 30 days of delivery, but you must provide us with evidence that the kit was faulty or damaged on arrival.
(6.) If you send us your cancellation request by e-mail, then your cancellation is effective from the date you send us the e-mail. For example, you will have given us notice in time as long as you send your email before midnight on the last day of the cancellation period.
(7.) If you cancel your Contract within the cancellation period and you are entitled to a refund we will refund you the price you paid for the Blood Test Kit:
- within 7 Working Days of receiving a cancellation request if your request is received in relation to testing kits that have not yet been dispatched; or
- within 7 Working Days of receiving the returned testing kits that have already been dispatched.
(8.) We will refund you on the credit card or debit card used by you to pay, or by PayPal if you paid using PayPal or PayPal Express.
(9.) These refund rights do not apply if:
- you have already had a sample taken at a clinic, laboratory or at home as arranged by us;
- you have failed to attend a confirmed appointment for phlebotomy arranged in connection with your test;
- you failed to follow the instructions, failed to label the blood sample vials as directed, and/or failed to return the request form with the blood test samples;
- you have already sent your sample to the laboratory for analysis; or
- the 14-day cancellation period has expired.
(10.) If you book a nurse home visit for a venous blood test, or an appointment with a phlebotomist through Optimale, and then cancel with less than 3 working days’ notice before your appointment, you will not be entitled to a refund. You will need to let us know that you intend to cancel your appointment by emailing us at [email protected]
(11.) If you book a nurse home visit for a venous blood test, or an appointment with a phlebotomist through Optimale, and then cancel without booking another time/date for the appointment, then you may not be entitled to a refund.
(12.) If you change the appointment time for a nurse home visit less than 48 hours before the appointment, then you may be charged a £45 fee.
(13.) If you do not attend a nurse home visit or clinic visit booking at the booked appointment time, then you will not be entitled to a refund.
(1.) The consultation process is deemed to begin once you’ve entered your payment details and submitted your payment. If our doctors recommend a course of treatment, they will issue a prescription and we’ll send you an email of acceptance of your order.
The consultation process is not a guarantee of treatment by our doctors. Our doctors reserve the right to refuse treatment following a consultation, based on their medical assessment of your medical history and appropriateness for treatment.
In line with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, cancellation is not possible for the supply of medicinal products or health services (Part 3, Section 27).
(2.) The consultation fee is not refundable.
(3.) In the case of a transfer of treatment from another service provider the consultation fee is also not refundable.
(4.) If you would like to change the date or time of your consultation, you must give us at least 36 working hours notice. If you attempt to cancel your consultation, do not attend, or are more than 10 minutes late to your consultation, then we will not be able to provide you with a refund and we may need to charge you a fee for organising another consultation on a different date.
4. Medications, Prescriptions and Optimale Service Plan
(1.) Unfortunately we cannot refund the cost of medications or the Optimale Service Plan once services have been paid for, unless there is an issue with the delivery of our service or with the medications provided by the partner pharmacy.
(2.) This is in line with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, where cancellation is not possible for the supply of medicinal products or health services (Part 3, Section 27).
(3.) If you would like to cancel your Optimale Service Plan, please notify us 1 month in advance of your monthly renewal date so that we can ensure your Optimale services are cancelled before your renewal date. Please note that if you cancel your Optimale Service Plan, you will no longer be entitled to receive prescriptions, medications, advice or services from Optimale. All Optimale Service Plans have a minimum 3 month contract term, if you want to cancel your Optimale Service Plan within this 3 month initial contract term, then you will be contractually obliged to pay for any remaining months within the initial 3 month contract term.
(4.) Our Optimale Service Plans are designed to make treatment available to as wide a range of people as possible, by spreading the cost of medications, doctor follow ups and treatment across the year in a manageable monthly price. For this reason, it is strictly forbidden to place an order for repeat medications on our website, on the client portal, or with a member of our team, then to immediately cancel your Optimale Service Plan Subscription, or cancel your Paypal subscription or other payment method, so that Optimale is unable to take payment for the monthly subscription related to your Optimale Service Plan. If this happens, and we are unable to settle any unpaid invoices with you, then we may give your details to a debt collection agency to recover the unpaid debt(s).
(5.) If you cancel your Optimale Service Plan, and then at a later date wish to renew, you may be required to start the patient on-boarding process from the beginning, with the same consultation fees, blood tests and analysis required as any new patient.
5. Refund Timeframes
If you validly cancel your order (as per the sections above), we’ll make our best to process refunds within seven (7) working days. The funds may take up to five (5) working days to appear on your bank or card statement.
Note that we may also contact you to say that we do not accept your order for the following reasons:
- we have been unable to verify your identity with the proof of identification provided;
- we cannot authorise your payment;
- you are not allowed to use our services from us; or
- there has been a mistake on the pricing.
You will also be refunded in those cases.
We hope that you find our service effortless and efficient so that we can get you back to feeling yourself as quickly as possible.
We reserve the right to reject any order, in which case we will refund you if applicable, as per this Refund & Returns policy.