Refund & Return Policy

This policy applies to all purchases of reference materials from Helix Reagents LLC.

Sealed, temperature-sensitive products

Our products are sensitive research chemicals shipped under cold-chain conditions. For safety, integrity, and chain-of-custody reasons, opened or temperature-exposed vials cannot be returned or refunded once they leave our control.

Damaged, incorrect, or non-conforming items

If a product arrives damaged, is the wrong item, or does not match the analytical values on its Certificate of Analysis, use the research inquiry form within 7 days of delivery with your order reference and photographs. We will provide a replacement or a refund of the affected item.

Non-delivery

If an order is not delivered within a reasonable period and tracking confirms it was not received, contact us and we will investigate with the carrier and reship or refund as appropriate.

Order cancellation

Orders may be cancelled for a full refund any time before they are dispatched. Once an order has shipped it is subject to the return conditions above.

How refunds are issued

Approved refunds are returned to the original payment method, typically within 5–10 business days of approval. We may refuse refunds on orders that indicate intended human or veterinary use or potential illegality.

Contact

Use the research inquiry form.