Refund policy
Returns & Refund Policy
At BioHelix Research, we are committed to providing premium laboratory-grade research materials and excellent customer service. If you experience an issue with your order, we are here to help.
Returns
We accept returns within 30 days of delivery for eligible items.
To be eligible for a return, products must:
- Be unopened and unused.
- Be returned in their original, sealed packaging.
- Be in the same condition as received.
- Be accompanied by proof of purchase or your order confirmation.
Due to the nature of laboratory research materials, we are unable to accept returns on any products that have been opened, used or tampered with.
To request a return, please contact us at:
If your return is approved, we will provide instructions on how and where to return your item. Please do not send products back without first contacting us, as unauthorised returns may not be accepted.
Damaged or Incorrect Orders
Please inspect your order as soon as it arrives.
If your order:
- Arrives damaged.
- Contains the incorrect product.
- Is missing items.
- Appears to have been compromised during transit.
Please contact us within 48 hours of delivery, including photographs where possible, so that we can investigate the issue and resolve it promptly.
Customer satisfaction is important to us, and we will always endeavour to rectify genuine fulfilment errors.
Non-Returnable Items
For health, safety and quality assurance reasons, we are unable to accept returns on:
- Opened laboratory research materials.
- Used or tampered products.
- Sale or clearance items.
- Gift cards or promotional vouchers.
Products supplied by BioHelix Research are professionally packaged and intended exclusively for laboratory and scientific research applications. Once opened, we are unable to verify the storage or handling conditions of returned products.
Exchanges
We do not currently offer direct exchanges.
If an item is eligible for return and has been approved, customers may place a new order for the desired product once the return process has been completed.
Refunds
Once your returned item has been received and inspected, we will notify you whether your refund has been approved.
If approved, refunds will be issued to your original payment method within 10 business days. Please note that your bank or payment provider may require additional time to process the transaction.
If more than 15 business days have passed since your refund was approved, please contact us at: biohelixresearch@gmail.com.