Refund policy

Last updated: 11.10.2026.

We want ordering from ROMU to feel straightforward. This policy explains our 30-day money-back guarantee for unopened, sealed products and your rights if something goes wrong.

This policy applies to consumer purchases made directly through romulabs.co.uk. ROMU is operated by ROMU LABS LTD. For purchases from another retailer, please contact that retailer.

Our 30-day money-back guarantee

If you change your mind, tell us within 30 days of receiving your order that you would like to return it. You then have 14 days from telling us to send it back.

To qualify for this voluntary guarantee, products must be unused, unopened and in their original product packaging, with all product seals intact. Opening the outer delivery parcel does not affect eligibility.

This is an unopened-product return guarantee, not a trial or satisfaction guarantee. Products that have been opened or consumed are not eligible for a change-of-mind refund under this voluntary offer.

The guarantee applies to one-off purchases and individual subscription deliveries, including discounted purchases. We refund the price actually paid for the returned items.

Your statutory rights are separate and are not restricted by these conditions or the 30-day time limit.

How to request a return

Email [SUPPORT EMAIL] or use our Contact Us page. Include your name, order email and order number if available. Other reasonable proof of purchase is also accepted. You do not have to give a reason for changing your mind.

We will explain the return process. Our returns address is: [RETURNS ADDRESS]. Please do not send products to a different address unless we ask you to.

Pack the products securely and keep proof of posting. Tracked postage is recommended but is not a condition of your statutory rights. You do not need to wait for us to approve a valid statutory cancellation before exercising it.

Return postage and original delivery charges

For change-of-mind returns, you pay the direct cost of sending the goods back. We do not charge a restocking fee.

If you return your whole order under our 30-day guarantee or cancel the whole order under your statutory cancellation right, we will also refund the cost of our least expensive standard delivery option. Any extra paid for an upgraded delivery service is not refundable unless the law requires otherwise.

For a partial change-of-mind return, we normally refund the returned items only, unless a delivery-charge refund is legally due. If the return is because goods are faulty, damaged or incorrect, we will arrange or cover reasonable return postage.

When you will receive your refund

We will refund you without undue delay and no later than 14 days after we receive the returned goods or you provide evidence that you have sent them back, whichever happens first. If we agree to collect the goods, a statutory cancellation refund will be made within 14 days of your cancellation notice.

Refunds go to the original payment method unless you expressly agree otherwise, and we will not charge a refund fee. We will confirm when the refund has been issued; your payment provider may take additional time to show it on your statement.

Your statutory cancellation rights

For eligible online purchases, you normally have 14 days starting the day after delivery to tell us you wish to cancel, without giving a reason. You then have a further 14 days to send the goods back. Where goods from one order arrive separately, the cancellation period normally runs from receipt of the last item.

You can cancel by email, through our contact page, by post to the address below or using the optional cancellation form at the end of this policy. Any clear statement that you wish to cancel is sufficient.

The statutory change-of-mind cancellation right does not apply to sealed goods that are unsuitable for return for health protection or hygiene reasons if they have been unsealed after delivery. We apply that exception only where its legal conditions are met; not every opened package automatically loses its cancellation rights.

Where a statutory cancellation right still applies, opening ordinary packaging does not automatically remove it. We may make a lawful deduction for any loss in value caused by handling beyond what is necessary to establish the goods' nature, characteristics and functioning, where the law permits.

Faulty, damaged or incorrect products

If your order arrives damaged, is incorrect or you believe a product is faulty or not as described, contact us at [SUPPORT EMAIL] or through our Contact Us page. Please keep the packaging and batch details where possible. Photos can help us investigate but are not a condition of your legal rights.

The unopened-only condition does not apply to valid claims for faulty, damaged or misdescribed goods. Depending on the circumstances, you may be entitled to a refund, replacement or other remedy under consumer law. These rights can continue beyond 30 days.

Please stop using a product if you believe it may be unsafe and contact us. We will work with you to resolve the issue and cover reasonable return costs where we are responsible.

Subscriptions

Returning a subscription delivery does not automatically cancel future deliveries. To cancel future renewals, follow the subscription-management instructions in your confirmation email or contact us. Cancelling a subscription does not remove any cancellation or refund rights for orders already placed.

Contact details

ROMU LABS LTDEmail: [SUPPORT EMAIL]Postal contact address: [BUSINESS CONTACT ADDRESS]Returns address: [RETURNS ADDRESS]

Optional cancellation form

You can use this form if you wish to cancel your contract, but you do not have to.

To: ROMU LABS LTD, [BUSINESS CONTACT ADDRESS], [SUPPORT EMAIL]

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

• Goods:
• Ordered on / received on:
• Name of consumer(s):
• Address of consumer(s):
• Signature of consumer(s), only if this form is sent on paper:
• Date:

Delete whichever wording does not apply.