Returns & refunds

You may cancel an order at no cost before it is dispatched. Email orders@helixresearchlabs.co.uk with your order reference.

Unopened, unused vials in their original packaging may be returned within 14 days of delivery. Return postage is your responsibility unless the item was faulty or incorrectly supplied. Because these goods are temperature sensitive, we may decline a refund where cold-chain integrity cannot be established.

For health, safety and contamination reasons we cannot accept the return of opened vials, reconstituted material, or items that have been stored outside the specified conditions.

If an item arrives damaged, is not what you ordered, or does not meet the analytical specification on its Certificate of Analysis, contact us within 48 hours of delivery. We will replace the item or refund it in full, including delivery charges.

Approved refunds are issued to the original payment method within 14 days of us receiving the returned goods or evidence of the fault.

Nothing in this policy affects rights you may have under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013 where they apply to you.