1. Our Quality Guarantee

Every peptide compound shipped by Helix Research Co has passed our rigorous multi-stage Purity Assurance process and is accompanied by a Certificate of Analysis (COA) confirming its purity and composition. We take full responsibility for the quality of every order that leaves our facility.

2. Eligibility for Refunds & Returns

Due to the nature of research-grade chemical compounds and strict quality control requirements, we operate a limited returns policy. Refunds or replacements are issued under the following circumstances:

You Are Eligible for a Refund or Replacement If:

  • You received a product that is damaged, broken, or compromised during shipping
  • You received an incorrect product or wrong compound
  • Your order arrived in a condition that clearly indicates a cold-chain failure
  • Your product is verifiably defective and does not match the specifications on the COA
  • Your order was lost in transit and confirmed undelivered by our shipping partner

You Are Not Eligible for a Refund If:

  • You ordered the wrong product or changed your mind after dispatch
  • The product has been opened, used, or tampered with
  • The issue arises from improper storage or handling after delivery
  • Your request is submitted more than 14 days after the confirmed delivery date
  • The product was confiscated or delayed by customs due to import restrictions in your country

3. How to Request a Refund or Replacement

To initiate a refund or replacement request, please follow these steps:

  • Step 1: Contact our support team at support@helixresearch.co within 14 days of your confirmed delivery date
  • Step 2: Include your order number, a clear description of the issue, and photographic evidence where applicable
  • Step 3: Our team will review your request and respond within 2 business days
  • Step 4: If approved, we will process your replacement shipment or issue a refund to your original payment method within 5 to 7 business days

4. Damaged or Incorrect Orders

If you receive a damaged or incorrect order, please do not discard the product or packaging. Photograph the item as received and contact us immediately at support@helixresearch.co. We will arrange a replacement shipment at no additional cost to you or issue a full refund at your preference.

5. Lost in Transit Orders

If your order has not arrived within the estimated delivery window, please contact us with your order number. We will initiate a trace with our shipping partner. If the order is confirmed lost, we will ship a replacement at no charge or issue a full refund.

6. International Orders & Customs

Helix Research Co is not responsible for orders delayed, seized, or confiscated by customs authorities in your country. It is the responsibility of the buyer to understand and comply with all import regulations applicable in their jurisdiction. Refunds are not issued for orders held or seized by customs.