Return Policy
14-day return window for unopened products. Damaged or incorrect orders replaced or refunded in full.
Unopened Products
14-day return window from delivery date
Damaged / Incorrect
Full replacement or refund — contact within 48 hours
Opened Products
Cannot be returned due to research compound regulations
Due to the nature of research compounds and regulatory requirements, we cannot accept returns of opened or used products. Please review your order carefully before purchasing.
Returning Unopened Products
Unopened products in their original sealed condition may be returned within 14 days of the delivery date.
To initiate a return, email [email protected] with your order number and reason for return before sending any item back. We will confirm eligibility and provide return instructions.
Return postage costs are the responsibility of the customer. We recommend using a tracked service as we cannot be held responsible for items lost in transit.
Once we receive and inspect the returned item, a full refund will be issued to your original payment method within 5–10 business days.
Damaged, Defective or Incorrect Orders
If your order arrives damaged, defective, or if you receive an incorrect item, please contact us within 48 hours of delivery.
Email [email protected] with your order number and clear photographs showing the damage or incorrect item.
We will arrange a free replacement or issue a full refund at no cost to you. Return postage for errors on our part is covered by Helix Biotech.
Lost or Delayed Orders
If your order has not arrived within 5 working days of dispatch (standard delivery) or 2 working days (next day delivery), please contact us.
We will investigate with the courier on your behalf. If the parcel is confirmed lost, we will reship your order or issue a full refund.
Please allow the full delivery window before contacting us, as occasional courier delays can occur.
Refund Processing
Approved refunds are processed to the original payment method used at checkout.
Refunds typically appear within 5–10 business days depending on your bank or card issuer.
You will receive an email confirmation once your refund has been processed.
Non-Returnable Items
- Products that have been opened, reconstituted, or used in any way
- Products returned after the 14-day return window
- Products not in their original sealed packaging
- Items returned without prior authorisation from our support team
- BAC Water or solvents once the seal has been broken
This policy is effective from 1 June 2025 and applies to all orders placed on helixbiotech.co.uk. Helix Biotech reserves the right to update this policy at any time. The current version is always available at this URL.
Need to Start a Return?
Email us with your order number and we'll guide you through the process. We respond within 24 hours on working days.
[email protected]Also see our full Shipping & Returns page for delivery information.