Refund policy

Last updated: 2 May 2026

This Refund Policy applies to purchases made from www.opcao.co.uk by Opcao Ltd (company number 15395249), registered office Unit A, 82 James Carter Road, Mildenhall, Suffolk IP28 7DE, United Kingdom.

This policy explains your rights to cancel an order, return goods, and receive a refund. Your statutory rights as a consumer under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 are not affected by anything in this policy.


1. Your 14-day right to cancel (cooling-off period)

If you live in the United Kingdom, the European Union, or the European Economic Area, you have the legal right to cancel your order for any reason within 14 days of receiving the goods (or, for multi-item orders, the day you receive the last item). You don't need to give us a reason.

To cancel, contact us at info@opcao.co.uk with your order number, or use the model cancellation form at the end of this policy. Your cancellation takes effect from the date you send us the notice.

After you've told us you want to cancel, you have a further 14 days to send the goods back. We'll refund the price of the goods plus the cost of standard delivery within 14 days of receiving the goods back (or proof you've sent them, whichever is sooner). Refunds are made to the original payment method.

You're responsible for the cost of return postage unless the goods are faulty, not as described, or were sent in error.

 

2. Hygiene exception

For health and hygiene reasons, we cannot accept returns of any product that has been opened or unsealed after delivery. This is permitted under regulation 28(3)(e) of the Consumer Contracts Regulations 2013 (sealed goods unsuitable for return for health protection or hygiene reasons once unsealed).

Unopened products in their original sealed packaging can be returned within 14 days under your cooling-off right (above) or within 30 days under our extended discretionary returns policy (below).

This exception does not apply to faulty, damaged, or incorrectly supplied goods — see section 4.

 

 

3. Our extended 30-day returns policy

In addition to your 14-day legal cancellation right, we offer a 30-day discretionary returns policy for unopened, unused products in their original sealed packaging. This gives you longer to change your mind.

To start a return:

  1. Email info@opcao.co.uk with your order number

  2. We'll send you a return shipping label and instructions

  3. Send the goods to: Opcao Ltd Returns, Unit 1 323 Ilderton Road, London, SE15 1NW, UK

Items sent back without first contacting us will not be accepted. Please include your order number or any other reasonable proof of purchase.

For returns under the discretionary 30-day policy (rather than the 14-day legal right), the customer is responsible for return postage and the original delivery cost is non-refundable.

 

 

4. Faulty, damaged, or incorrect items — your statutory rights

If your order arrives damaged, faulty, or you've been sent the wrong item, please contact us at returns@opcao.co.uk as soon as possible — and in any event within 30 days of receiving the goods to exercise your "short-term right to reject" under section 22 of the Consumer Rights Act 2015.

Depending on when and what's wrong, you have the right to:

  • Within 30 days: a full refund (right to reject), repair, or replacement, at your choice

We'll cover the cost of return postage for faulty, damaged, or incorrectly supplied goods.

The hygiene exception in section 2 does not apply to faulty goods.

 

 

5. Sale items, gift cards, and bundles

  • Sale items can be returned under your 14-day cooling-off right and under our 30-day discretionary policy on the same terms as full-price items.

  • Faulty sale items remain returnable under your statutory rights regardless of sale status.

  • Gift cards are non-refundable.

  • Bundles and Care Kits must be returned in full — partial returns of bundle components are not accepted unless individual items are faulty.

 

 

6. Refund timing

Once we receive your returned goods (or proof of return for cooling-off cancellations), we'll inspect them and confirm by email whether the refund is approved.

  • Cooling-off cancellations (UK / EU / EEA): refund within 14 calendar days of us receiving the goods or proof of return

  • 30-day discretionary returns: refund within 10 business days of us receiving and inspecting the goods

  • Faulty goods: refund within 14 calendar days of us receiving the goods

Refunds are made to your original payment method. Banks and card providers can take up to 5 additional working days to post the funds to your account.

If more than 14 calendar days have passed since we approved your refund and you haven't received it, please contact us at info@opcao.co.uk.

 

 

7. Exchanges

The fastest way to exchange an item is to return the original under section 1 or 3, then place a new order for the replacement. We can't currently process direct exchanges.

 

 

8. International orders

This policy applies to all UK, Republic of Ireland, EU, and EEA customers. For shipments to Ireland, all VAT and any applicable duties are included in the price you pay at checkout — there are no additional charges to pay on delivery.

If your order is returned to us due to an unsuccessful delivery (incorrect address, refusal to accept), we'll refund the price of the goods less the original outbound delivery cost.

 

 

9. Contact

For all return and refund queries: info@opcao.co.uk

For all other queries: info@opcao.co.uk

Postal address: Opcao Ltd Returns, Unit 1 323 Ilderton Road, London, SE15 1NW, UK

 

 

10. Changes to this policy

We may update this Refund Policy from time to time. Updates apply only to orders placed after the change is published. Orders placed before the change remain governed by the policy in force at the time of order.

 

 

Model cancellation form

(You may use this form to exercise your 14-day right to cancel — it is not compulsory.)

To: Opcao Ltd Returns, Unit 1 323 Ilderton Road, London, SE15 1NW, UK info@opcao.co.uk

I hereby give notice that I cancel my contract of sale of the following goods: ____________________

Ordered on: __________ Received on: __________ Order number: __________ Name of consumer: __________ Address of consumer: __________ Signature (only if sending by post): __________ Date: __________

 

 

This Refund Policy is governed by the laws of England and Wales.