Cancellation policy
CANCELLATION POLICY Last updated: 13 October 2026
This Cancellation Policy applies to all orders placed 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 Cancellation 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.
Diabec works quickly to process and ship orders. Because we aim to dispatch all items within 2 to 4 business days, there is a very limited window in which a cancellation can be accepted. Customers in the United Kingdom and the European Union additionally have a statutory 14-day right to cancel, set out in Section 1A, which is not limited by the windows in this policy. For matters not addressed in this policy, our Refund Policy applies.
1. STANDARD ORDER CANCELLATIONS
You can cancel your order yourself within 1 hour of placing it, provided it has not yet been fulfilled, by logging into your account at dia-bec.com, opening the order and selecting Cancel order. The refund is then issued automatically.
After the first hour, you may request a cancellation by email within 6 hours of placing your order. Email contact@dia-bec.com with your order number and the subject line "CANCELLATION REQUEST."
Cancellations made through your account are confirmed on screen and by email. For requests made by email, Diabec will confirm by email whether the cancellation has been applied. Similarly, if you have requested an address change, Diabec will confirm by email whether it has been successfully applied before dispatch.
After 6 hours, or once your order has been fulfilled, it can no longer be cancelled, as it may already be processed or handed to our shipping carriers.
This window applies to Diabec's voluntary cancellation process. Applicable statutory rights are unaffected, including the 14-day right to cancel of customers in the United Kingdom and the European Union under Section 1A.
1A. CUSTOMERS IN THE UNITED KINGDOM AND THE EUROPEAN UNION: 14-DAY RIGHT TO CANCEL
If you are a consumer habitually resident in the United Kingdom or the European Union, you may withdraw (cancel) from your order without giving any reason at any time from the moment you place it until 14 days after the day you receive the goods (for a subscription, 14 days after the day you receive the first delivery).
To withdraw, use the "Withdraw from contract here" button on our website and confirm with "Confirm withdrawal", email contact@dia-bec.com, or send the model withdrawal form annexed to our Refund Policy. We will acknowledge receipt by email without delay.
If you withdraw before dispatch, we will cancel the order and reimburse you in full within 14 days. If you withdraw after dispatch or delivery, you must return the goods within 14 days of your notice, at your own cost, and we will reimburse all payments received including standard delivery costs within 14 days of receiving your notice. We may withhold reimbursement until the goods are received back or you supply proof of having sent them.
The right of withdrawal does not apply to any unit whose hygiene seal has been broken after delivery. No restocking fee applies to a withdrawal under this section. Full terms are in Section 2A of our Refund Policy.
2. CANCELLATIONS DURING TRANSIT
By purchasing from Diabec, you acknowledge the estimated delivery times set out in our Shipping Policy. Once an order has been dispatched, it cannot be cancelled, recalled, or intercepted. Diabec has no ability to retrieve a package once it has been handed to the carrier.
If you no longer wish to keep an item that is in transit or has been delivered, you must contact us at contact@dia-bec.com to arrange a return in accordance with our Refund Policy and subject to the deductions set out in Section 3 of this policy, unless the return is due to a Diabec fulfilment error, in which case return costs will be covered by Diabec. Customers in the United Kingdom and the European Union may instead withdraw under Section 1A, in which case Section 3 deductions do not apply.
3. UNDELIVERABLE PACKAGES, FAILED COLLECTIONS, AND DEDUCTIONS
Diabec does not accept refusals of delivery. Once an order has been dispatched, the customer is required to accept the package. If a customer fails to collect a package from a local delivery point, or if a package is returned to Diabec as undeliverable due to an incorrect address, failed delivery attempts, or failure to collect, the following deductions will be applied before any refund is calculated, where a refund is due:
• The actual outbound shipping cost incurred by Diabec to deliver the package. Where shipping was offered as "free" at checkout, this does not reflect the actual cost to Diabec. The full actual shipping cost incurred, which varies by destination and order size, will be deducted from the refund.
• A restocking fee of 15% of the product value (excluding shipping), to cover handling, inspection, and reprocessing costs.
• Any return shipping costs incurred by Diabec to receive the package back.
Undeliverable packages must be received back by Diabec within 60 days of the original dispatch date. If the package is not received within this period, no refund will be issued regardless of circumstances.
The combined deductions under this section will be calculated on the actual costs incurred by Diabec and will be applied in full before any refund is issued. Diabec reserves the right to decline a refund entirely if the package is abandoned and not returned to Diabec. Please also refer to our Shipping Policy for additional terms on undeliverable packages. This section does not apply to a valid withdrawal by a customer in the United Kingdom or the European Union under Section 1A. It continues to apply to UK and EU customers who refuse delivery or fail to collect a package without exercising the right of withdrawal, to the extent permitted by applicable law.
4. PARTIAL ORDER CANCELLATIONS
Partial cancellations of multi-item orders may be requested by email within the 6-hour cancellation window. Diabec will endeavour to accommodate partial cancellations but cannot guarantee them once an order has entered the fulfilment process. Diabec will notify the customer by email of the outcome of any partial cancellation request. Notification will be provided within the 6-hour cancellation window where possible. If a partial cancellation cannot be processed, the full order will be dispatched and the standard return process applies.
5. SUBSCRIPTION AND RECURRING ORDERS
By selecting a subscription or auto-renewal option, you authorise Diabec to charge your payment method at the frequency selected.
Cancellation
You can cancel your 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 scheduled billing date take effect before that charge. We confirm every cancellation by email, and your subscription status will show as "Cancelled" in your account. Before each renewal charge, we send you a reminder email.
Subscription pricing is subject to change. If a subscription is cancelled and subsequently reactivated, the price applicable at the time of reactivation will apply, which may differ from the original subscription price. Diabec may change subscription pricing by giving active subscribers at least 14 days' notice by email, and you may cancel before the new price applies. Continued subscription following notification of a price change constitutes acceptance of the new price.
Failed payments
If a subscription payment fails, Diabec will send a notification to the email address registered on your account. If payment is not resolved within 5 business days of that notification, the subscription order for that cycle will be cancelled and no shipment will be made. Diabec accepts no liability for any loss of promotional pricing or subscription benefit resulting from a failed payment.
Refunds on subscription orders
Subscription orders that have already been dispatched are covered by our Refund Policy in the same way as any other order. If you are charged for a renewal after cancelling in time under this section, we will refund that charge in full and cancel the order if it has not been dispatched. Customers in the United Kingdom and the European Union may withdraw from the subscription contract within 14 days of receiving the first delivery under Section 1A. Later renewal shipments may be cancelled before the billing date as set out above.
6. PRE-ORDER ITEMS
Items purchased on pre-order may be cancelled for a full refund at any time prior to the order processing notification being sent. Once the order processing notification has been sent, the standard 6-hour cancellation window applies and no further cancellations can be guaranteed.
7. PROMOTIONAL AND TRIAL ORDERS
Promotional, introductory, and free trial orders are subject to the specific cancellation terms communicated at the time of the offer. In the absence of specific terms, the standard cancellation policy set out in Section 1 applies.
8. REFUND PROCESSING ON APPROVED CANCELLATIONS
All approved cancellations are refunded to the original payment method used at checkout. Diabec will initiate approved cancellation refunds within 5 business days of Diabec confirming the cancellation. Please allow a further 5 to 10 business days for the credit to appear on your statement. Diabec is not responsible for any foreign transaction fees or currency fluctuations applied by your bank during the refund process. Refunds will be issued in the original transaction currency only.
9. ABUSIVE CANCELLATION PATTERNS
Diabec reserves the right to refuse future orders from any customer who demonstrates a pattern of cancellation requests that Diabec reasonably considers to be abusive, disruptive, or made in bad faith. This includes but is not limited to repeatedly placing and cancelling orders within the cancellation window, or repeatedly and intentionally exploiting promotional pricing through systematic cancellations.
10. CANCELLATIONS OBTAINED BY MISREPRESENTATION
Where Diabec determines that a cancellation or associated refund was obtained through false, misleading, or fraudulent representations, including falsely claiming a cancellation request was submitted within the required window, or fabricating confirmation communications, Diabec reserves the right to recover the full amount of any refund issued, permanently void the customer's future eligibility, and pursue any additional costs or damages through legal proceedings.
11. GOVERNING LAW
This Cancellation 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 consumers in the European Union of the protection of the mandatory consumer law of their country of residence.
12. CONTACT US
For all cancellation 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
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