Refund Policy

Our Guarantee

At NIBARTECH LTD, we want you to feel confident in your purchase. Our 30-Day Refund Promise means that if Diabec does not meet your expectations for any reason, we will work with you to make it right.

Statutory Right to Cancel (EU & UK Consumers)

This statutory right is in addition to our 30-Day Refund Promise. In practice, our promise gives you more time (30 days vs 14), but your statutory right carries specific legal protections:

• You do not need to give a reason for cancelling
• Notify us within 14 days of receiving your order by emailing support@dia-bec.com, or by using the Model Cancellation Form below
• Return the goods within 14 days of notifying us. You are responsible for return shipping costs unless the goods are faulty or incorrect
• We will reimburse all payments, including original delivery costs (if any), within 14 days of receiving the returned goods or proof of return postage

You may open the product to inspect it, but if it has been used beyond what is necessary to establish its nature and characteristics, we may reduce the refund to reflect any diminished value. This deduction applies only to statutory 14-day cancellations under the CCRs / EU Consumer Rights Directive. Under our 30-Day Refund Promise we do not deduct for normal trial use of a single bottle (multi-pack rules in Section 2 still apply).

Model Cancellation Form

You may copy and send the following statement to us (you are not obliged to use it):

UK credit-card purchases — Section 75 protection

If you are a UK consumer and paid by credit card for an order between £100 and £30,000, you may also have a parallel claim against your card issuer under Section 75 of the Consumer Credit Act 1974. This is a separate statutory right and does not affect our refund process.

Statutory Rights in Other Jurisdictions

Our 30-Day Refund Promise applies in addition to (and does not limit) statutory consumer rights that may apply where you live:

• Australia — Customers retain non-excludable consumer guarantees (acceptable quality, fitness for purpose, matching description) under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010). You are entitled to a replacement or refund for a major failure, and to compensation for other reasonably foreseeable loss or damage.
• New Zealand — Customers have rights under the Consumer Guarantees Act 1993, including guarantees of acceptable quality and fitness for purpose, that cannot be excluded.
• Singapore — Customers have rights under the Consumer Protection (Fair Trading) Act 2003 (CPFTA) and the Lemon Law provisions, which entitle you to repair, replacement or refund for non-conforming goods reported within six months.
• United States — Our online sales are subject to the FTC Mail, Internet, or Telephone Order Merchandise Rule (16 CFR Part 435), which generally requires merchants to ship within the stated timeframe (or within 30 days if none is stated) or to offer a refund or revised delivery date.

Eligibility

To be eligible for a refund under our 30-Day Refund Promise, the following conditions must be met:

• Your refund request must be submitted within 30 days of the date your order was delivered
• Both unused (sealed) and opened products are eligible for refund within the 30-day window
• You must provide your order number and the email address used to place the order
• Products must not have been purchased more than 90 days ago, regardless of delivery date — except where non-excludable statutory rights (such as the UK CRA 2015, EU CRD, Australian Consumer Law or Singapore CPFTA) provide a longer period
• Refund requests are limited to first-time orders only. One refund request per customer

Multi-Pack Orders (3 or 5 Bottles)

If you purchased a multi-pack and are not satisfied after trying the first bottle:

• We will issue a full refund for 1 bottle (the one you tried)
• You must return all remaining unopened bottles to us at your expense
• Once we receive the unopened bottles, your refund will be processed
• We cannot issue a full refund for a multi-pack order if all bottles have been opened or consumed

Non-Delivery

If your order does not arrive or is lost in transit, contact us at support@dia-bec.com. We will investigate with the shipping carrier and, in most cases, issue a full refund or reship the order at no additional cost.

How to Request a Refund

Requesting a refund is simple. Follow these steps:

1. Contact our support team
   Email us at support@dia-bec.com or call any of our regional support numbers (UK, US, CA, AU — listed in the page footer). Include your order number and the reason for your refund request.
2. Receive return instructions
   Our team will review your request and provide you with return shipping instructions within 1-2 business days.
3. Ship your return
   Package the product securely and ship it to the address provided. Keep your tracking number for your records.
4. Receive your refund
   Once we receive and inspect the returned product, your refund will be processed to your original payment method.

Refund Process

Once we receive your returned product, here is what to expect:

• Inspection - we will inspect the returned item within 5 business days of receiving it
• Approval notification - you will receive an email confirming whether your refund has been approved or denied
• Refund issued - approved refunds are processed to your original payment method within 10 business days of approval
• Bank processing - depending on your bank or payment provider, it may take an additional 3-5 business days for the refund to appear in your account

Statutory cancellations (EU/UK): Where you exercise your 14-day statutory right to cancel under the CCRs 2013 or EU Consumer Rights Directive 2011/83/EU, we will reimburse you within 14 calendar days of receiving the returned goods (or proof of return postage), as required by law, regardless of the business-day timeline above.

Return Shipping

• Return address - the full return address is sent to you by email once your refund request is approved. Please do not ship anything before receiving this email.
• Customer responsibility - unless the product is defective or we made an error with your order, the customer is responsible for return shipping costs
• Shipping method - we recommend using a tracked shipping service. We are not responsible for returns lost in transit without tracking.
• Original shipping costs - all standard Diabec orders ship free, so in most cases there are no original shipping charges to consider
• Packaging - please package items securely to prevent damage during return shipping. Damaged returns may affect your refund eligibility.

Damaged or Defective Products

If you receive a product that is damaged, defective, or incorrect, we want to make it right immediately:

Your statutory rights: The 48-hour window below is a goodwill request for the fastest possible resolution. It does not limit your non-excludable statutory rights, which generally include up to 30 days to reject faulty goods (UK Consumer Rights Act 2015 short-term right to reject) and up to six months in which the burden of proof is on us (UK CRA 2015 / EU CRD), plus equivalent protections under the Australian Consumer Law and Singapore CPFTA.

• Contact us within 48 hours for fastest replacement - please notify us within 48 hours of delivery by emailing support@dia-bec.com with photos of the damaged or defective product
• Full replacement or refund - we will provide a full replacement at no cost or issue a complete refund, including the original shipping cost
• No return required - in most cases of damaged or defective products, we will not require you to return the item
• Prepaid shipping - if we do request a return, we will provide a prepaid shipping label at no cost to you

Exchanges

If you would like to exchange a product, please contact our support team to arrange the exchange. Exchanges are subject to product availability and the same 30-day timeframe as refunds.

• Contact support@dia-bec.com with your order number and exchange request
• Our team will confirm availability and provide exchange instructions
• All shipping for exchanges is free of charge

Subscription & Recurring Orders

If you have an active Subscribe & Save (or any recurring) order with Diabec:

• You may cancel future shipments at any time by emailing support@dia-bec.com, from your account area, or by following the unsubscribe link in your most recent order confirmation
• Cancellations received at least 24 hours before the next scheduled charge will prevent that charge from being processed
• If a charge has already been processed but the order has not yet shipped, we will cancel the order and issue a full refund
• If a shipment has already left our warehouse, the 30-Day Refund Promise applies from the delivery date of that shipment
• EU/UK consumers retain their 14-day statutory right to cancel on each individual shipment, in addition to the right to terminate the subscription itself

Late or Missing Refunds

If you have been approved for a refund but have not yet received it, please follow these steps:

• Check your bank account - it may take a few business days for the refund to be reflected in your account
• Contact your credit card company or bank - some financial institutions have processing times before a refund is officially posted
• Contact your payment provider - if you used PayPal or another payment service, check your account there
• Contact us - if you have completed all the above steps and still have not received your refund after 15 business days from approval, please email us at support@dia-bec.com and we will investigate

Chargebacks: If a refund is already in progress with us, please do not initiate a chargeback with your bank or card issuer until the timelines above have passed. We respond to every approved refund request within those windows, and a parallel chargeback can delay the resolution for both of us.

Non-Refundable Items

The following items are not eligible for refunds:

• Products purchased on clearance or final sale
• Products returned after the 30-day refund window has expired
• Products that show evidence of misuse, tampering, or improper storage

Nothing in this section limits non-excludable statutory consumer rights or guarantees where they apply (including but not limited to the UK CRA 2015, EU CRD 2011/83/EU, Australian Consumer Law and Singapore CPFTA).