Return & Refund Policy

Last Updated: August 1, 2026

At HELIX, we stand behind the quality of every product we sell and want you to shop with confidence. If something isn’t right with your order, we’re here to help.

If you have any questions regarding a return or refund, please contact us at support@helixstrips.com before returning your order.

1. Our Satisfaction Promise

Customer satisfaction is important to us. If you’re not satisfied with your purchase, please reach out to our support team. While all returns are reviewed individually, we will make every reasonable effort to find a fair solution.

2. Return Window

You may request a return within 30 days of receiving your order.

To begin a return, please email support@helixstrips.com. Include your:

• Order number
• Name
• Reason for your return

Our team will provide return instructions if your request is approved.

3. Unopened Products

Products that remain unopened, unused, and in their original packaging are generally eligible for a full refund, provided they are returned within the 30-day return window. Returned products must arrive in resalable condition.

4. Opened Products

We understand that occasionally a product may not meet your expectations. If you’ve opened a product and are dissatisfied, please contact our support team. While opened products are not automatically eligible for a refund, we review these situations individually and may offer:

• A replacement product
• Store credit
• A partial refund
• A full refund, when appropriate

Our goal is to treat every customer fairly while maintaining our quality standards.

5. Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, missing items, or incorrect, please notify us within 72 hours of delivery. Email support@helixstrips.com with:

• Your order number
• A description of the issue
• Clear photos of the package and products

If confirmed, HELIX will replace the item or issue an appropriate refund at no additional cost.

6. Order Changes & Cancellations

Orders begin processing shortly after they are placed. If you need to change or cancel an order, contact us immediately at support@helixstrips.com. We’ll do our best to accommodate your request, although we cannot guarantee changes once fulfillment has begun.

7. Return Shipping

If the return is due to our error, a damaged shipment, or a defective product, HELIX will provide or reimburse reasonable return shipping costs. For all other approved returns, customers are responsible for return shipping unless otherwise agreed upon by our support team. We recommend using a trackable shipping service for all returns.

8. Refund Processing

Once your returned product is received and inspected, we will notify you of the outcome. Approved refunds are issued to the original payment method. Please allow 5–10 business days for your financial institution to process the refund after it has been issued. Original shipping charges are generally non-refundable unless the return resulted from an error on our part.

9. Research Use Only Products

HELIX products are sold strictly for Research Use Only (RUO). Because product integrity is important, returns involving opened products are evaluated individually rather than automatically accepted. Our team will always work to provide a fair resolution whenever possible.

10. Fraud Prevention

HELIX reserves the right to deny refunds or returns in cases involving fraudulent claims, repeated abuse of the return policy, unauthorized returns, products intentionally damaged after delivery, or returns that do not comply with this policy.

11. Chargebacks

If you experience any issue with your order, we encourage you to contact support@helixstrips.com first. Our support team can often resolve concerns much faster than the chargeback process. HELIX reserves the right to contest fraudulent or abusive chargebacks.

12. Contact Us

If you have any questions regarding returns or refunds, we’re happy to help.

HELIX
Email: support@helixstrips.com