Refund policy

Helix Bio Returns and Refunds Policy

Last updated: 13 August 2026

Helix Bio supplies sealed products for research purposes only. Because product integrity, storage conditions and chain of custody cannot be verified after goods have left our control, we do not offer voluntary returns, exchanges or refunds where a customer simply changes their mind, except where a legal right to cancel applies.

Nothing in this policy limits or excludes any rights you have under UK consumer law.

Cancelling an order before dispatch

If you wish to cancel an order before it has been dispatched, contact us as soon as possible at helixbiouk@gmail.com, quoting your order number.

We will try to stop the order before dispatch, but this may not be possible once it has entered the packing or shipping process. If the order has already been dispatched, the provisions below will apply.

Change-of-mind returns

We do not provide an additional goodwill returns period. If you are a UK consumer and your order is eligible for the statutory cancellation right applicable to online purchases, you must:

Tell us that you wish to cancel within 14 days of the day after you, or a person nominated by you, receives the goods.
Return the eligible goods within 14 days of notifying us of the cancellation.
Keep each product unused, unopened and in its original sealed condition, with all tamper-evident seals, caps, labels and packaging intact.
Store and handle the goods strictly in accordance with any instructions supplied while they remain in your possession.

Opening the outer delivery parcel to inspect your order does not by itself prevent cancellation. However, sealed goods that are not suitable for return for health-protection or hygiene reasons cannot be returned once their product seal or tamper-evident packaging has been opened, broken, removed or otherwise compromised.

Please contact helixbiouk@gmail.com before sending anything back so that we can confirm eligibility and provide the correct return instructions. Returns must be sent to our address which is provided via email and not to any other address shown on the parcel or website.

Unless the goods are faulty, damaged, incorrect or not as described, you are responsible for the direct cost of returning them. We strongly recommend using a tracked service and retaining proof of postage.

Items that cannot be returned

Subject always to your statutory rights, we will not accept returns of:

products that have been opened, used, reconstituted, mixed or otherwise altered;
products with a broken, removed or compromised seal, cap, label or tamper-evident packaging;
products that have not been stored or handled in accordance with the supplied instructions;
products damaged through misuse, negligence, contamination or improper storage after delivery;
products returned without all original components and packaging; or
goods for which a statutory exception to the cancellation right applies, including eligible sealed health-protection or hygiene goods once unsealed and goods liable to deteriorate or expire rapidly, where applicable.

We cannot accept a return merely because the customer no longer wants the product, ordered the wrong item or quantity, or failed to read the product information before ordering, except where a statutory cancellation right applies.

Damaged, faulty, incorrect or missing items

If your order arrives damaged, faulty, incomplete or different from what you ordered, contact us as soon as possible at helixbiouk@gmail.com, quoting your order number.

To help us resolve the issue quickly, please contact us within 48 hours of delivery and provide:

clear photographs or video of the item;
photographs of the internal and external packaging;
a photograph of the shipping label; and
a brief description of the problem.

Please retain the product and all packaging until we have completed our assessment. The 48-hour request helps us investigate transit issues promptly; it does not reduce or replace your statutory rights.

Where the goods are confirmed to be faulty, damaged, incorrect or not as described, we will provide the remedy required by law, which may include a replacement or refund, and we will cover reasonable return costs where applicable.

Refunds

Where a refund is due following a valid cancellation, we may withhold it until we have received the returned goods or you provide evidence that they have been sent back, whichever occurs first.

Eligible refunds will be made within 14 days of that point using the same payment method used for the original transaction, unless expressly agreed otherwise. A change-of-mind refund will include the price paid and the cost of our least expensive standard delivery option. Any additional amount paid for an enhanced delivery service is not refundable.

We may reduce a refund where the value of returned goods has been diminished by handling beyond what was reasonably necessary to establish their nature, characteristics and functioning.

Unauthorised returns

Do not send products back without first contacting us for return instructions. Sending goods to an incorrect address or without sufficient identifying information may delay the assessment of your return. This does not affect any statutory rights you may have.

Business customers

Statutory consumer cancellation rights do not apply to purchases made wholly or mainly for business, trade or professional purposes. Returns by business customers are accepted only where required by law or agreed by Helix Bio in writing before the goods are returned.