Refund Policy
All sales are final. We do not accept returns. If something arrives damaged or incorrect, we will always make it right.
Quick Reference
1. All Sales Are Final
Our Policy
All sales are final. We do not accept returns or exchanges on any products. Due to the nature of research compounds — including cold chain requirements, sterility considerations, and regulatory obligations — we cannot accept returned products under any circumstances.
This policy applies to all orders regardless of whether the product has been opened or remains sealed. Please review your order carefully before completing your purchase.
If you have questions about a specific compound before ordering — including storage requirements, reconstitution, or whether it's right for your research — reach out before you buy. We're happy to help at info@helixeralabs.com or 1-866-463-0683.
2. Damaged or Defective Products
While all sales are final, we will always make it right if a product arrives damaged or defective. If your order arrives with:
- A broken or cracked vial
- A compromised or missing seal
- Visible contamination or unusual appearance
- A product that is clearly incorrect (wrong compound or wrong quantity)
- Significant degradation due to a cold chain failure on our end
Contact us within 48 hours of delivery and we will send a replacement or issue a full refund — your choice. No questions asked.
What we need from you
Email us your order number and photos of the damaged product and packaging. That's it. We'll sort the rest.
3. Other Order Problems
We stand behind every order we ship. If something isn't right — even if it doesn't fit neatly into the "damaged" category — contact us and we'll work something out. Problems we handle on a case-by-case basis include:
- Package confirmed lost by the carrier after investigation
- Significant shipping delay causing product degradation (where we are at fault)
- A product materially different from what was described on the product page
We are not responsible for issues caused by incorrect shipping addresses provided at checkout, packages refused at delivery, or degradation resulting from improper storage after delivery.
4. How to Report an Issue
Email us within 48 hours of delivery
The sooner you contact us, the faster we can resolve it. Use the delivery date from your carrier tracking as the starting point.
Include your order number and photos
Your order number is in your confirmation email. Photos of the damaged product, vial, and outer packaging help us process your claim immediately — no back and forth.
Tell us what you'd prefer
Replacement or refund — let us know your preference and we'll make it happen. Replacements ship within 1 business day of claim approval. Refunds are processed within 3–5 business days.
Email: info@helixeralabs.com · Phone: 1-866-463-0683
Include your order number in the subject line. We respond within 1 business day — usually faster.
Have an issue with your order?
Email us and we'll make it right.