Refund Policy

Last updated: October 31, 2026

We want you to be satisfied with your OptiMate purchase. This policy explains our voluntary 30-day return policy, how to start a return, how refunds are processed, and the statutory rights that may apply to you.

30-Day Return Policy

In addition to any statutory consumer rights that apply to you, OptiMate offers a voluntary return period of 30 days from the date your order was placed.

If you would like to return your order under this policy, contact us before sending anything back.

Where applicable, products should be returned in substantially the condition in which they were received, together with their original packaging where reasonably possible.

We may reduce a refund where permitted by law if a product has been damaged, excessively used, or handled beyond what is reasonably necessary to inspect or evaluate it.

Our voluntary 30-day return policy does not limit or replace any statutory rights you may have under applicable consumer protection law.

How to Start a Return

To start a return, contact us at info@optimate.si.

To help us locate and process your return quickly, please provide:

Your order number
A photo of the product or order you received
A short explanation of why you would like to return it

The explanation helps us understand what went wrong and improve our products and service.

However, where you are exercising a statutory right of withdrawal that allows you to return an order without giving a reason, you are not required to provide a reason for your decision. A photograph will also not prevent you from exercising any statutory return rights that apply to you.

Do not send products back before contacting us and receiving return instructions.

Return Shipping

Once your return request has been reviewed and accepted, we will provide return instructions together with a prepaid return label or QR code where available.

You can then take the parcel to the designated postal or carrier location and use the provided label or QR code to send the order back to us.

Return shipping provided through our approved return process is free of charge.

Items returned independently without first following our return process may take longer to identify and process.

Refund Process

Once the returned parcel reaches our warehouse, we will inspect and process the return.

Approved refunds are normally processed by us within approximately 3–4 business days after the returned parcel is received.

After we issue the refund, your bank, card provider, or payment provider may require additional time before the funds appear in your account.

Where required by applicable law, refunds will be made to the original payment method unless you expressly agree to another method.

Cash on Delivery Refunds

If you originally paid for your order in cash on delivery, we cannot refund physical cash through the original transaction.

In this situation, we will ask you for the bank account details required to process your refund by bank transfer.

The bank transfer will be made after your return has been received and approved, subject to your agreement to this refund method.

Order Cancellations

If you wish to cancel an order before it has been dispatched, contact us as soon as possible.

We may be able to cancel the order or remove items before dispatch.

Once an order has been handed over to the delivery carrier, it may no longer be possible to cancel the shipment. You may instead request a return after receiving the order, subject to this policy and your statutory rights.

Damaged, Defective or Incorrect Items

Please inspect your order when it arrives.

If a product is damaged, defective, incorrect, or something is missing, contact us as soon as possible at info@optimate.si.

Please include your order number and, where possible, photographs showing the issue. This allows us to investigate and resolve the problem more quickly.

Your rights relating to defective or non-conforming goods are separate from our voluntary 30-day return policy and are not limited by it.

Exchanges

If you would like to exchange an item, contact us before returning it.

We will let you know whether an exchange is available and provide the appropriate instructions.

European Union Right of Withdrawal

If you are a consumer in the European Union and purchase goods online, you generally have the statutory right to withdraw from the contract within 14 days after the day you receive the goods, without giving a reason, unless a legal exception applies.

After informing us that you are exercising this right, you must send the goods back without undue delay and no later than 14 days after notifying us of your decision to withdraw.

For an eligible statutory withdrawal, we will refund payments that must be refunded under applicable law, including the cost of the least expensive standard delivery method offered by us where applicable.

We may withhold the refund until we receive the returned goods or until you provide evidence that you have sent the goods back, whichever occurs first, where permitted by law.

You do not need to provide a reason for exercising your statutory right of withdrawal.

Our voluntary 30-day return policy does not reduce or replace these statutory rights.

United Kingdom Returns and Cancellations

If you are a consumer in the United Kingdom and purchase goods online, you generally have the right to tell us that you wish to cancel the order within 14 days after receiving the goods, unless a legal exception applies.

After notifying us, you generally have another 14 days to return the goods.

For eligible cancellations, we will refund the amounts required by applicable law, including the cost of standard delivery where applicable.

We may withhold the refund until the returned goods are received or evidence of their return is provided, where permitted by law.

You are not required to provide a reason when exercising an applicable statutory cancellation right.

Exceptions

Certain products may be excluded from statutory or voluntary returns where permitted by law, including products that cannot legally be returned after opening for health, hygiene, safety, personalisation, or similar reasons.

Any applicable exception will be communicated where required.

This section does not affect your rights if a product is defective, damaged, incorrectly supplied, or otherwise does not conform to applicable consumer law.

Contact

To start a return, request a cancellation, ask about an exchange, or report an issue with your order, contact us at:

info@optimate.si

Please include your order number whenever possible so that we can assist you more quickly.