Refund policy
REFUND POLICY Last updated: 13 October 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. SCOPE OF THIS POLICY
Refunds are available under the 30-Day Refund Promise (Section 2), the statutory 14-day right to cancel for customers in the United Kingdom and the European Union (Section 2A), the missing or damaged items process (Section 3) and any applicable consumer law. Subsequent orders, recurring charges and bulk purchases placed after your first order are not covered by the First Order promise. Nothing in this policy limits your statutory rights.
2. THE 30-DAY REFUND PROMISE (FIRST ORDER ONLY)
Subject to the conditions set out below, we offer a 30-Day Refund Promise 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 to 10 business days of approval.
• The 30-Day Refund Promise 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. Any remaining unopened, sealed units in that order must be returned to us at the customer's cost before the refund for the one unit is issued. Additional units are not covered by the guarantee. For customers in the United Kingdom and the European Union, this guarantee applies in addition to, and does not limit, the statutory 14-day right of withdrawal in Section 2A. Where both apply, you may rely on whichever is more favourable to you.
2A. CUSTOMERS IN THE UNITED KINGDOM AND THE EUROPEAN UNION: 14-DAY RIGHT TO CANCEL
If you are a consumer with your habitual residence in the United Kingdom or in a member state of the European Union, you have the right to withdraw from (cancel) your purchase contract within 14 days without giving any reason, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 for UK customers, and Directive 2011/83/EU and the consumer law of your member state for EU customers.
Withdrawal period. The withdrawal period expires 14 days after the day on which you, or a third party other than the carrier indicated by you, acquire physical possession of the goods. For an order delivered in several parts, it expires 14 days after the day you receive the last part. For a subscription, it expires 14 days after the day you receive the first delivery.
How to withdraw. To exercise the right of withdrawal, you must inform us of your decision by an unequivocal statement before the withdrawal period expires. You may:
• use the "Withdraw from contract here" button on our website and confirm with "Confirm withdrawal" (we will send you an acknowledgement of receipt by email without delay);
• email contact@dia-bec.com; or
• send the model withdrawal form set out in the Annex to this policy by email or by post to Nibartech Ltd, 3 Hornton Place, London W8 4LZ, United Kingdom.
Using the model form is not compulsory. To meet the deadline it is sufficient that you send your communication before the withdrawal period has expired.
Effects of withdrawal. We will reimburse all payments received from you, including the costs of standard delivery (but not any supplementary costs arising from your choice of a delivery type other than the least expensive standard delivery we offer), without undue delay and in any event not later than 14 days from the day we are informed of your decision to withdraw. We will use the same means of payment you used for the initial transaction, unless you have expressly agreed otherwise. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them back, whichever is earlier.
Returning the goods. You must send back the goods without undue delay and in any event not later than 14 days from the day you communicate your withdrawal to us. The deadline is met if you send the goods before the 14-day period has expired. You bear the direct cost of returning the goods. We recommend a tracked service. Return address and instructions will be provided in our acknowledgement email.
Sealed goods. Our products are dietary supplements supplied in sealed packaging for health protection and hygiene reasons. In accordance with Article 16(e) of Directive 2011/83/EU and the equivalent provision of the UK Consumer Contracts Regulations 2013, the right of withdrawal does not apply to any unit whose seal has been broken after delivery. Unopened, sealed units may be returned under this section.
Diminished value. You are liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods. Any such deduction will be itemised in writing.
Relationship to other sections. Sections 1, 5 (return shipping cost and 30-day receipt window), 7 and 11 apply to withdrawals under this section only to the extent they are compatible with your statutory rights. No restocking fee is charged on a withdrawal under this section.
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 14 days 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, Diabec will arrange a replacement or issue a full refund for the affected items, at your choice.
Diabec will respond to damaged or missing item claims within 5 business days of receipt of the required evidence.
The 14-day notification window applies to this replacement and refund 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 Refund Promise 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 (for withdrawals by UK and EU customers, Section 2A prevails where it differs):
• The customer is responsible for all return shipping costs and must provide Diabec with a valid tracking number before the return is processed.
• Returns address: Nibartech Ltd (Diabec Returns), 3 Hornton Place, London W8 4LZ, United Kingdom. Please write your order number on the parcel and email the tracking number to contact@dia-bec.com.
• 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 sent without tracking. Where a tracked return is lost or damaged in transit, send us the proof of postage and the tracking number; once the carrier confirms the loss we will process the refund or credit, and any claim against the carrier is yours to pursue.
• 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
If you have a problem with your order, please contact us first at contact@dia-bec.com. This is usually the fastest way to resolve it, and we will respond within the timeframe stated in Section 8.
Contacting us first is a request, not a condition. It does not limit any right you have to raise a dispute or chargeback with your bank, card issuer or PayPal. Where a dispute is raised, we will provide the payment provider with the relevant order, dispatch and delivery records.
Section 13 applies where a refund or payment is obtained through false or fraudulent claims.
7. LIMITATIONS ON REFUNDS
Subject to Section 2A for customers in the United Kingdom and the European Union, refunds will not be issued in the following circumstances:
• 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 promise;
• 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 to 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. If you disagree with the decision, reply to that email with any further information or evidence and we will review your request again. This does not affect your statutory rights or your right to raise a dispute with your payment provider.
10. SUBSCRIPTION AND AUTO-RENEWAL ORDERS
Where Diabec offers subscription or auto-renewal programmes, the following terms apply:
• You can cancel a subscription at any time, online by logging into your account at dia-bec.com and selecting Manage Subscription, or by emailing contact@dia-bec.com. Cancellations made at least 48 hours before your next billing date take effect before that charge.
• If you are charged for a renewal after cancelling in time, we will refund that charge in full. Renewal orders already dispatched are covered by this Refund Policy in the same way as any other order. Customers in the United Kingdom and the European Union may also withdraw within 14 days of receiving the first delivery under Section 2A.
• Diabec will confirm every cancellation by email. Full subscription terms are set out in Section 5 of our Cancellation Policy.
• 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
If tracking shows your parcel as Delivered but you have not received it, contact us at contact@dia-bec.com. We will provide proof of dispatch and delivery and help you raise an investigation with the carrier. Where the parcel is confirmed lost or misdelivered, we will send a replacement or issue a refund.
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. Nothing in this clause deprives you of the protection of mandatory consumer law of the country in which you are habitually resident, or of the right to bring proceedings in the courts of that country.
18. CONTACT US
For all refund and returns enquiries. Returns address: Nibartech Ltd (Diabec Returns), 3 Hornton Place, London W8 4LZ, United Kingdom.
Nibartech Ltd (trading as Diabec)
Company Registration Number: 15283998
Registered Office: 3 Hornton Place, London W8 4LZ, United Kingdom
Email: contact@dia-bec.com
Website: dia-bec.com
Customer Support phone numbers
UK: +44 20 7167 9176
US: +1 312 471 1542
CA: +1 647 558 7700
AU: +61 383 838 202
ANNEX: MODEL WITHDRAWAL FORM
(complete and return this form only if you wish to withdraw from the contract)
To: Nibartech Ltd (trading as Diabec), 3 Hornton Place, London W8 4LZ, United Kingdom. Email: contact@dia-bec.com
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*) / for the provision of the following service (*):
Ordered on (*) / received on (*): ____________________
Order number: ____________________
Name of consumer(s): ____________________
Address of consumer(s): ____________________
Signature of consumer(s) (only if this form is notified on paper): ____________________
Date: ____________________
(*) Delete as appropriate.