Refund policy
REFUND POLICY Last updated: 20 February 2026
This Refund Policy applies to all purchases made on dia-bec.com and is operated by Nibartech Ltd (Company Registration Number: 15283998), trading as "Diabec". By placing an order, you agree to the terms set out in this policy.
We reserve the right to update this Refund Policy at any time by posting a revised version on this page. Your continued use of our website following any update constitutes your acceptance of the current policy.
1. FINAL SALE AND NON-REFUNDABLE PURCHASES
Unless otherwise provided by applicable consumer law or the specific First Order guarantee set out in Section 2 below, all purchases made through Diabec are final and non-refundable. This includes all subsequent orders, recurring charges, and bulk purchases placed after your initial transaction.
2. THE 30-DAY MONEY BACK GUARANTEE (FIRST ORDER ONLY)
Subject to the conditions set out below, we offer a 30-Day Money Back Guarantee applicable exclusively to the first order placed by a customer. For the purposes of this guarantee, "First Order" has the meaning defined in our Terms of Service: the first transaction ever made by a unique household, shipping address, or credit card. Attempting to bypass this limitation through the use of multiple email addresses, aliases, or proxy identities is a violation of our Terms of Service and will result in the immediate voiding of any guarantee or refund eligibility.
How the guarantee works
- The 30-day window begins from the date the carrier's tracking information confirms the item has been marked as Delivered to your address.
- To initiate a claim, you must contact us at contact@dia-bec.com within the 30-day period with your order number and the reason for your request.
- Where free shipping was offered at checkout as a promotional benefit, the actual shipping cost incurred by Diabec to deliver the package remains non-refundable and will be deducted from your final refund amount.
- Diabec will respond to guarantee claims within 5 business days of receipt. Approved refunds will be processed to the original payment method within 5–10 business days of approval.
- The 30-Day Money Back Guarantee applies to a maximum of one unit per product variant per first order. Where a first order contains multiple units of the same product, the guarantee covers one unit only. Additional units are non-refundable under Section 1.
3. MISSING OR DAMAGED ITEMS
If an item is missing from your order or arrives damaged, you must contact us at contact@dia-bec.com within 48 hours of the recorded delivery time. Your notification must include your order number and photographic evidence of the damaged goods or packaging.
Where a valid claim is confirmed within this window, Diabec will, at its sole discretion, arrange a replacement or issue a credit. Claims submitted after the 48-hour window will not be eligible for a replacement or credit under this section.
Diabec will respond to damaged or missing item claims within 5 business days of receipt of the required evidence.
The 48-hour notification window applies to Diabec's discretionary replacement and credit process and does not affect any statutory rights you may have under applicable law.
4. DISCRETIONARY CREDITS
For situations not covered by our 30-Day Money Back Guarantee or by applicable law, Diabec may, in its sole discretion, issue a credit to your account for future use. The issuance of a credit does not constitute an obligation to provide a cash refund or to issue similar credits in the future. Each case is assessed individually and entirely at Diabec's discretion.
5. RETURN CONDITIONS AND SHIPPING
Where a return is required to process a refund or credit, the following conditions apply:
- The customer is responsible for all return shipping costs and must provide Diabec with a valid tracking number before the return is processed.
- Returned products must be unused, in their original sealed packaging, and in resaleable condition. Diabec reserves the right to reject a return and decline any refund or credit if the product is received in a condition that does not meet these requirements.
- Diabec is not responsible for returns lost or damaged in transit. If a returned product is lost in transit and not received by Diabec, no refund or credit will be issued regardless of the tracking number provided. The customer's recourse in such cases is with their chosen carrier.
- We recommend using a trackable shipping service for all returns.
- Returned products must be received by Diabec within 30 days of the return being authorised. If a return is not received within this period, Diabec reserves the right to close the case and decline any refund or credit.
6. CHARGEBACKS AND PAYMENT DISPUTES
Initiating a chargeback or payment dispute with your bank or card issuer without first contacting Diabec and allowing us the opportunity to resolve the matter is a breach of these Terms. Where a chargeback is initiated without prior contact, any remaining refund or guarantee eligibility will be immediately and permanently voided.
Diabec reserves the right to pursue recovery of any amounts successfully charged back through fraudulent, exaggerated, or bad-faith payment disputes, including through debt collection or legal proceedings. All chargeback activity is recorded and may be used as evidence in any such proceedings.
This clause does not apply where a customer has contacted Diabec and received no response within the timeframe stated in Section 8, and has subsequently raised a chargeback as a last resort.
7. LIMITATIONS ON REFUNDS
Refunds will not be issued in the following circumstances:
- Packages that the carrier confirms as Delivered to the address provided at checkout;
- Delays caused by customs processing, postal strikes, carrier failures, or Force Majeure events;
- Orders where incorrect or incomplete shipping information was provided by the customer;
- Claims submitted outside the applicable timeframe under this policy;
- Products that have been opened, used, or returned in a condition that does not meet the requirements of Section 5;
- Orders placed in breach of our Terms of Service, including fraudulent use of the First Order guarantee;
- Packages abandoned by the customer rather than returned to Diabec.
8. REFUND PROCESSING
Diabec will respond to refund requests within 5 business days of receipt. Approved refunds will be processed to the original payment method used at checkout. Please allow 5–10 business days for the credit to appear on your statement following approval.
Diabec is not liable for any discrepancies caused by currency exchange fluctuations between the date of purchase and the date of refund. Refunds will be issued in the original transaction currency only.
9. DECLINED REFUND REQUESTS
Where Diabec declines a refund request, we will notify the customer by email with the reason for the decision. Diabec's decision on refund requests is final. No further correspondence will be entered into in respect of a declined claim unless new material evidence is provided within 7 days of the decline notification.
10. SUBSCRIPTION AND AUTO-RENEWAL ORDERS
Where Diabec offers subscription or auto-renewal programmes, the following terms apply:
- Subscription or auto-renewal orders must be cancelled before the next billing date to avoid a charge. Charges already processed at the time of cancellation are non-refundable.
- Cancellations must be submitted in writing to contact@dia-bec.com.
- Diabec will confirm cancellation by email. It is the customer's responsibility to retain this confirmation.
- Diabec reserves the right to modify, suspend, or discontinue any subscription programme at any time with reasonable notice.
11. BUNDLE, PROMOTIONAL, AND DISCOUNTED ORDERS
Where a product was purchased as part of a bundle, at a promotional price, or with a discount code applied, any applicable refund will be calculated based on the proportional price paid for the item, not the full retail price of the individual product.
Partial refunds on bundle orders do not entitle the customer to retain any promotional benefit that was contingent on purchasing the full bundle. Diabec reserves the right to recalculate the value of any remaining items at their standard retail price where a partial refund is issued on a promotional order.
12. DIGITAL PRODUCTS AND DOWNLOADABLE CONTENT
Digital products and downloadable content are non-refundable once accessed, downloaded, or delivered. By purchasing digital content, you acknowledge that delivery is immediate and that you waive any applicable right of withdrawal upon access or download.
13. REFUNDS OBTAINED BY MISREPRESENTATION
Where Diabec determines that a refund or credit was obtained through false, misleading, or fraudulent representations — including but not limited to falsely claiming non-delivery, submitting fabricated evidence, or misrepresenting the condition of a product — Diabec reserves the right to:
- Recover the full amount of the refund or credit, including through legal proceedings;
- Permanently void the customer's eligibility for any future refund, credit, or guarantee;
- Report the matter to relevant law enforcement or regulatory authorities;
- Pursue any additional losses, costs, or damages arising from the fraudulent conduct.
14. GIFTED ORDERS
Refund and credit rights belong solely to the original purchaser. Recipients of gifted orders have no independent right to claim a refund, replacement, or credit. All refund requests must be made by the account holder who placed the original order, using the email address associated with that order.
15. DELIVERY DISPUTES
Where a customer disputes a carrier's Delivered confirmation, the customer must raise a formal investigation with the carrier directly. Diabec will not process a refund on the basis of a delivery dispute until the carrier has concluded its investigation. The outcome of the carrier's investigation is determinative. Diabec will provide proof of dispatch as reasonable assistance during this process.
16. REPEAT AND ABUSIVE REFUND CLAIMS
Diabec reserves the right to refuse future orders from, or decline refund or credit requests by, any customer who has demonstrated a pattern of claims that Diabec reasonably considers to be abusive, excessive, or made in bad faith. Diabec also reserves the right to permanently close the account of any customer found to be engaging in systematic refund abuse.
17. GOVERNING LAW
This Refund Policy is governed by and construed in accordance with the laws of England and Wales. Any dispute arising under or in connection with this policy shall be subject to the exclusive jurisdiction of the courts of England and Wales.
18. CONTACT US
For all refund and returns enquiries:
Nibartech Ltd (trading as Diabec) Company Registration Number: 15283998 Registered Office: 3 Hornton Place, London W8 4LZ, United Kingdom Email: contact@dia-bec.com Phone: +44 20 7167 9176 Website: dia-bec.com
International Customer Support: US: +1 312 471 1541 | CA: +1 647 558 7700 | AU: +61 383 838 202