Refund & Damaged Shipment Policy
At Helyx Labs, we take care in preparing and packaging orders for shipment. Because of the nature of our laboratory research products, our standard policy is that all sales are final, except for qualifying damaged, incorrect, or otherwise eligible orders as described below.
Please review this policy before placing an order.
All Sales Are Final
Due to the nature of the products sold by Helyx Labs, we generally do not accept returns or exchanges after an order has been shipped.
We do not accept returns based on change of mind, accidental purchases, or products that are no longer wanted after shipment.
This policy does not limit any rights or remedies that cannot legally be excluded under applicable law.
Damaged Shipments
If your order arrives with a broken vial or compromised/open cap, you may be eligible for a full refund for the affected product or order, following verification of the damage.
Please contact Helyx Labs within 48 hours of delivery at:
Include the following information:
- Your order number
- Your full name
- A brief description of the damage
- Clear photographs of the damaged product
- Clear photographs showing the vial, cap, or other affected area
- Clear photographs of the shipping packaging
Please retain the damaged product and all original packaging until your claim has been reviewed.
Damaged Order Refunds
Once the damage has been verified and the claim approved, Helyx Labs will issue the applicable refund to the original payment method whenever possible.
Approved refunds may include the affected product price and, when appropriate based on the circumstances of the shipment, applicable shipping charges.
The time required for an approved refund to appear in your account may depend on your bank, card issuer, or payment processor.
Incorrect Products
If Helyx Labs sends you a product different from the product shown on your confirmed order, contact:
Please include your order number and clear photographs of the products received.
We will review the order and determine the appropriate resolution.
Please do not discard or otherwise dispose of an incorrectly shipped product until support has reviewed your request.
Missing Items
If your package arrives but an item listed on your order is missing, contact Helyx Labs within 48 hours of delivery.
Please provide your order number, a description of the missing item, and photographs of the package and products received when requested.
We will review the fulfillment information and determine the appropriate resolution.
Shipping Damage vs. Product Concerns
The damaged-shipment policy applies to physical shipping damage, including circumstances such as:
Broken vial · Cracked container · Compromised/open cap · Significant physical damage caused during shipment
A refund is not automatically provided solely because a customer changes their mind, no longer needs a product, ordered the incorrect item, or has a concern that is not supported by evidence of shipping damage or an order-fulfillment error.
Order Cancellations
If you need to request cancellation of an order, contact:
as soon as possible.
We will make reasonable efforts to accommodate cancellation requests if the order has not yet entered fulfillment or shipped.
Once an order has entered fulfillment or has been transferred to a shipping carrier, cancellation may no longer be possible.
Submitting a cancellation request does not guarantee that an order can be canceled.
Incorrect Shipping Addresses
Customers are responsible for entering a complete and accurate shipping address during checkout.
If you notice an address error after placing your order, contact support as soon as possible.
Helyx Labs will make reasonable efforts to correct the address before shipment, but changes cannot be guaranteed once an order has entered fulfillment.
Refunds may not be available for packages delivered to an incorrect address supplied by the customer.
Lost or Delayed Packages
Carrier delays do not automatically qualify an order for a refund.
If tracking indicates an unusual delay or you believe a package may have been lost, contact Helyxlabs@gmail.com with your order number and tracking information.
Helyx Labs will review the available shipment information and assist with reasonable next steps.
If a carrier confirms that a shipment has been lost, Helyx Labs will review the order to determine the appropriate resolution.
Refused or Undeliverable Shipments
Orders returned because of an incorrect or incomplete customer-provided address, refusal of delivery, unsuccessful delivery attempts, or other circumstances outside the reasonable control of Helyx Labs may not automatically qualify for a full refund.
If a shipment is returned to Helyx Labs, contact support to discuss available options.
Additional shipping charges may apply if reshipment is requested.
How to Submit a Claim
To request review of an eligible order issue, email:
Use your order number in the subject line whenever possible.
Please include all requested photographs and information in your initial message to help us review the request efficiently.
Claims involving visible shipping damage or missing items should be submitted within 48 hours of delivery.
Research Use Only
Products offered by Helyx Labs are sold strictly for laboratory research purposes only.
Products are not intended for human or veterinary use, consumption, administration, diagnosis, treatment, prevention, or therapeutic purposes.
Purchasers must be 21 years of age or older.
Contact
Questions regarding refunds, damaged shipments, incorrect orders, or missing items can be directed to:
Helyx Labs Support
Helyxlabs@gmail.com
Please include your order number when contacting support about an existing order.
Research Use Only · 21+ Purchasers · U.S. Shipping Only