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Why we don't accept returns

Every vial we ship is sterile, lot-traceable, and tied to a Certificate of Analysis published in our online CoA library. Once a vial leaves our facility, we have no way to verify it was stored at temperature, kept sealed, or handled to spec. Accepting returns would mean reselling product we can't vouch for — to a researcher who deserves to know every vial has been handled correctly from synthesis to their door. We won't do that.

This applies to every product we sell. We do not refund or exchange for:

• Change of mind after the order is placed
• Buying the wrong product, size, or quantity by mistake
• Cancellations after the package has been picked up by the carrier
• Opened, partially used, or reconstituted vials
• Discontinuation of a research project on the buyer's end
• Refusal of delivery or failure to receive at the address provided

Shipment protection (this is not a return)

Every order ships with free shipment protection. This isn't a return policy — it's our guarantee that the box you ordered actually arrives in the condition we shipped it. We will reship at no charge if your package is:

• Lost in transit (not delivered after 14 days from ship date)
• Stuck in customs or marked undeliverable through no fault of yours
• Arrives visibly broken, leaking, or tampered with
• Contains the wrong product or wrong quantity

Email support@helixcorebio.storewithin 14 days of the expected delivery date with your order number and, for damage claims, photos of the package and contents. If we sent the wrong item, dispose of it per your lab's standard practice — please don't ship it back.

Refunds (covered cases only)

We'll refund the order to your original payment method only when reshipping isn't possible — for example, if the product is permanently out of stock or you prefer the refund over a replacement on a covered shipment issue. Refunds are issued within 5 business days of approval.

Last updated: 2026.