Returns & Refunds Policy

You have 14 days from receipt of your order to tell us you want to cancel — no reason required. To exercise this right, email returns@helixcore.co.uk with your order number before the deadline. You then have a further 14 days to send the goods back.

Under regulation 28 of the Consumer Contracts Regulations 2013, certain goods are exempt from the right to cancel once unsealed, including:

• Sealed vials of research compounds where the seal has been broken after delivery — for reasons of integrity, hygiene, and the impossibility of re-verifying stability once unsealed.
• Goods that have been mixed inseparably with other items after delivery.
• Goods made to your specification or clearly personalised (e.g. custom blends).

If the seal is intact and the packaging undamaged, you can return the item under the 14-day right above.

Once an order has been dispatched, returns are limited due to the nature of temperature-sensitive research materials and the integrity of sealed product. See the Terms of Use for the full position.

If your order arrives damaged, the wrong item, or otherwise not as described, contact us within 48 hours of delivery. Under the Consumer Rights Act 2015 you are entitled to a full refund, replacement, or repair. We cover return postage in these cases.

1. Email returns@helixcore.co.uk with your order number and the reason.
2. We'll reply within one business day with a returns reference (RMA).
3. Pack the item securely in its original outer packaging. Write the RMA on the outside of the parcel.
4. Post to the address we provide, using a tracked service (Royal Mail Tracked 48 or Parcelforce).

• Change of mind (14-day right): you pay return postage.
• Faulty, damaged or wrong item: we pay.

You may cancel any order before dispatch for a full refund. Email returns@helixcore.co.uk with your order number as soon as possible — we cannot cancel orders once they have been handed to Royal Mail.

We refund to your original payment method within 14 days of receiving the returned item (or, if you cancel before dispatch, within 14 days of cancellation). Banks typically take a further 3–5 business days to show the credit on your statement.

We may reduce a refund — or refuse it — if the item has been used, the seal broken, or its value has otherwise been diminished by handling beyond what was necessary to establish its nature.

For any returns query: returns@helixcore.co.uk.

HelixCore Ltd. Registered in England & Wales. Company number 17247085.