At Helix Labs, we stand behind the quality of our research-grade products. If you are not satisfied with your purchase, we offer a 30-day money-back guarantee subject to the following terms.

1. 30-Day Money-Back Guarantee

You may request a refund within 30 calendar days of receiving your order. To be eligible for a refund, the following conditions must be met:

• The request must be submitted within 30 days of delivery.
• Products must be unused, unopened, and in their original sealed packaging.
• You must provide your order number and reason for the return.

2. Non-Refundable Items

The following items are NOT eligible for refunds:

• Products that have been opened, used, or had their seals broken.
• Products that have been improperly stored (e.g., not refrigerated when required).
• Custom or special-order items.
• Shipping costs (unless the return is due to our error).

3. Damaged or Defective Products

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery with photos of the damage. We will provide a full replacement or refund at no additional cost.

4. How to Request a Return

To initiate a return or refund, please:

• Email us at helixlabsshop@gmail.com with the subject line “Return Request — [Order Number]”.
• Include your order number, the product(s) you wish to return, and the reason.
• Our team will respond within 24 hours with return instructions.

5. Return Shipping

• Quality/defect issues: We will provide a prepaid return shipping label.
• Change of mind: The customer is responsible for return shipping costs.
• All returns must be shipped with tracking. We are not responsible for items lost in return transit without tracking.

6. Refund Processing

Once we receive and inspect the returned product, we will process your refund within 5–10 business days. Refunds will be issued to the original payment method. Depending on your financial institution, it may take an additional 3–5 business days for the refund to appear on your statement.

7. Exchanges

We do not offer direct exchanges. If you would like a different product, please return the original item for a refund and place a new order.

8. Cancellations

Orders may be cancelled within 1 hour of placement for a full refund. After 1 hour, orders enter our fulfillment pipeline and may not be eligible for cancellation. Please contact us as soon as possible if you need to cancel.

9. Contact Us

For any questions about returns or refunds:

• Email: helixlabsshop@gmail.com
• Phone: (123) 456-7890
• Response time: Within 24 hours