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Refunds & Returns Policy

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 tests and re-tests.

1. 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. In most cases, 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, we will refund you in full, all we ask is that you post the unused and unopened kit back to the laboratory. You must pay for the postage costs of returning the kit. Please email us at info@optimale.co.uk to let us know that you intend to return your unused and unopened blood test kit, and post it to the following address:

OptiMale Ltd
12 Aston House
Wandsworth Road
London
SW8 4ER

(3.) If the testing kit you return is complete, unused and undamaged, we will give you a full refund. If the returned kit is incomplete, used or damaged in any way, you may incur a cancellation charge of £7 to cover the cost of the kit. This charge will be deducted from the total amount refunded to you.

(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. 

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.

(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 have already sent your sample to the laboratory for analysis; or
  • the 14-day cancellation period has expired.

(10.) If you book a home nurse 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.

(11.) If you book a home nurse 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 will only be entitled to a partial refund of no more than 50% of the fee.

2. Consultations

(1.) The consultation process begins once you’ve entered your payment details and submitted your payment. If our partner doctors recommend a course of treatment, they will issue a prescription and we’ll send you an email of acceptance of your order. 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 (£149.99) is not refundable.

(3.) In the case of a transfer of treatment from another service provider the sign-up cost is £50, this is also not refundable.

3. Medications, Prescriptions and Monthly Service Plan

(1.) Unfortunately we cannot refund the cost of medications or the monthly subscription service plan once services have been paid 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 monthly service plan, please notify us 5 working days 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.

(4.) If you cancel your OptiMale Service Plan, and then at a later date wish to renew, you will be required to start the patient on-boarding process from the same starting point as any other patient, with the same consultation fees, blood tests and analysis required as any new patient.

4. 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.

If you have any comments or complaints please direct them to info@optimale.co.uk or contact us here.

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.

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