Returns

Material integrity

Because the integrity of research materials cannot be assured once they have left controlled storage, returned materials are generally not accepted for restocking.

Damaged, incorrect or non-conforming shipments

If a shipment arrives damaged, contains an incorrect material or lot, or if you believe a lot does not conform to its documented specification, contact Helios through the Contact page (Order Support) with the order reference, catalog number and lot number. Do not use the material while the issue is under review.

Two days to inspect

You have 2 days from delivery to inspect your package and report a problem. For a package that never arrived, contact us within 7 days after the expected delivery date shown in your tracking information.

Refunds

Refunds are given only when:

• your package never arrived, or
• a vial arrived broken or damaged, reported with photos within 2 days of delivery.

Refunds go back to the original payment method for the affected item. If we sent the wrong material, we will send the correct one at no cost to you.

What to include

• Your order number.
• The catalog number and lot number of the affected material.
• Photos of the packaging, vial and label.

No other returns or refunds

All other sales are final. We do not accept returns or give refunds for a change of mind, for materials that have been opened, reconstituted or used, for materials not stored as stated on the product record, or for reports made after the inspection window.