Refund policy

30-Day Return Window

You have 30 days from the date of delivery (as confirmed by tracking) to request a return. Returns requested after this period will not be accepted.

Eligibility Requirements

To qualify for a return, your Optinua Device must meet ALL of the following conditions:

  • Completely unused and untested — The device must not have been used, even once
  • Original sealed packaging — All seals must be intact and unbroken
  • All accessories included — User manual, packaging inserts, and any included items must be returned
  • No physical damage — No scratches, marks, or signs of wear
  • Valid proof of purchase — Original order number and receipt required

Hygiene & Safety Policy: > Due to the personal nature of the Optinua Device, all sales are final once the product has been opened. To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with all original tags/seals intact, and in its original packaging. Any item showing signs of contact with the skin or used with skincare products will not be eligible for a refund due to sanitary regulations.

Non-Returnable Items

The following items cannot be returned under any circumstances:

  • Opened or used Optinua Devices (personal care/hygiene policy)
  • Items damaged due to misuse or improper handling
  • Items returned without prior authorization
  • Sale items, promotional bundles, or discounted products
  • Items missing original packaging or accessories

Return Process — MANDATORY

You MUST contact us BEFORE sending any items back.

  1. Email optinua.help@gmail.com with:
    • Your order number
    • Reason for return
    • Photos of the unopened item in original packaging
  2. Wait for return authorization (RMA number) — typically issued within 24-48 hours
  3. Ship to our return address only after receiving authorization: 19 Laird Drive, Sheffield, S6 4BW, United Kingdom.

Items sent without prior authorization will be refused and returned to sender at customer's expense.

Return Shipping Costs

  • Customer responsibility: You are responsible for return shipping costs unless the item is defective or we shipped the wrong product
  • No refund on original shipping: Original shipping costs are non-refundable
  • We recommend insured shipping with tracking — we are not responsible for lost return packages

Damaged or Defective Items

If your Optinua Device arrives damaged or defective:

  • Contact us within 48 hours of delivery at optinua.help@gmail.com
  • Provide photos of the damage/defect and packaging
  • We will provide a prepaid return label for defective items confirmed by our team

Refund Processing

Once we receive and inspect your return:

  • You will be notified within 3-5 business days if your return is approved
  • Approved refunds are processed to your original payment method within 10 business days
  • Rejected returns (items that don't meet eligibility requirements) will be returned to you at your expense

Note: Refund timeline depends on your bank/card provider. If 15 business days have passed since approval, contact your financial institution.

Exchanges

We do not offer direct exchanges. To exchange your Optinua Device:

  1. Return your original item following the process above
  2. Place a new order once your return is approved

    Questions?
    Contact us at optinua.help@gmail.com — we're here to help resolve any concerns.