Thank you for choosing Helix Source. All products are sold strictly for Research Use Only (RUO) — not for human or animal consumption, diagnostic, or therapeutic use. Because we supply lyophilized research materials, product integrity, sterility, and chain of custody are paramount. As such, all sales are final, with very limited exceptions outlined below.

1) Final Sale Policy

All products are sold as is and without return rights except as expressly noted in this policy.

We do not accept returns, exchanges, or refunds for reasons including ordering errors, change of mind, duplicate purchases, or buyer’s remorse.

Once an order has entered processing, it cannot be canceled even if it has not yet shipped.

2) Limited Exceptions

Refunds or replacements will only be considered in the following cases:

Wrong Item Shipped

If you receive an item different from your order, you must notify us within 2 business days of delivery.

Email with:

- Order number

- Product name(s) and quantity received

- Photos of the shipping box, inner packaging, and vial label(s)

All shipments are photographed prior to sealing. If our internal records confirm the correct item was shipped, no refund or replacement will be provided and your account may be restricted from future orders.

Damaged in Transit

If products arrive visibly damaged, you must notify us within 2 business days of delivery with clear photos of:

- The outer shipping box

- Internal packaging materials

- The product/vial label(s)

Keep all packaging materials for carrier inspection. Verified damage will be refunded or replaced at our discretion.

Shortages

Any shortage must be reported within 2 business days of delivery with photos of the contents and packaging.

Verified shortages will be corrected promptly.

3) Condition Requirements

Even in the event of a wrong item, returns will only be accepted if all tamper evident seals and packaging are fully intact.

Opened, punctured, or reconstituted vials are never eligible for return or refund.

Any return that arrives in compromised condition will be refused and destroyed without credit.

4) Refunds

Refunds are issued only if Helix Source confirms an error or damage claim.

Refunds are typically processed within 5 to 10 business days after confirmation.

Refunds will be issued to the original payment method when possible.

Original shipping charges are non refundable unless due to our error.

If a return is accepted outside of these standard terms at our discretion, a disposal or restocking fee of up to 20% may be applied.

5) Non Returnable Items

All products sold by Helix Source are non returnable, with the sole exceptions listed above.

Free gifts, promotional items, and gift cards are never eligible for return or refund.

6) Fraud & Abuse

False or abusive claims (for example reporting incorrect shipments when records show otherwise) will result in permanent account suspension or blacklisting.

Chargebacks that contradict this policy may be treated as fraudulent and will be contested with full supporting evidence, including shipping scans, internal packing photographs, server logs, and correspondence.

We reserve the right to seek reimbursement for chargeback fees, shipping costs, and recovery expenses where permitted by law.

7) Lost, Stolen, or Improperly Stored Packages

If the carrier marks a shipment as “Delivered”, liability transfers to the customer.

Helix Source is not responsible for packages lost, stolen, or misdelivered after the carrier confirms successful delivery.

We are not responsible for damage caused by improper storage after delivery (including exposure to heat, freezing, humidity, or other adverse conditions).

No refunds or replacements will be issued in such cases.

8) Contact

All return or refund requests must be submitted in writing to: or call (855) 677-4736

Requests submitted outside the timeframes specified in this policy will not be honored.

Helix Source may update this policy at any time to reflect operational or legal requirements. The version published on this page is the controlling version. For shipping terms, please see our Shipping Policy. For RUO compliance, see our RUO Policy.