Refund & Returns Policy

All products supplied by Helix Labs and Ethereal Labs (together, "we", "us", or "our") are sold strictly for in vitro laboratory research use only. They are not drugs, food, cosmetics, or dietary supplements, and are not intended for human or veterinary use, diagnosis, treatment, cure, or prevention of any disease.

By placing an order you confirm that you are at least 21 years of age, that you are a qualified researcher purchasing solely for lawful research purposes, and that you are responsible for the safe, compliant, and lawful handling of all products in accordance with the laws applicable in your the operator's jurisdiction. Nothing in this policy creates, or should be read as suggesting, any use of our products other than in vitro laboratory research.

Due to the nature of research chemicals, opened, used, or otherwise tampered-with products cannot be accepted for return or exchange and are treated as final sale. Once a product has left our control, or its packaging, seal, or tamper-evidence has been broken, we cannot verify its purity, storage conditions, or integrity, and re-sale would pose an unacceptable safety and contamination risk.

For the same reasons, we are generally unable to accept returns of correctly supplied products simply because they are no longer required, were ordered in error, or did not meet a research expectation. Please review your order carefully — including brand, product, variant, quantity, and concentration — before completing checkout.

If your order arrives damaged or defective, or is not what you ordered (for example, the wrong product, variant, or quantity), you may be eligible for a replacement or refund. You must report the issue to us within 7 days of delivery. Claims made after this window may not be accepted.

To open a claim, email support@helixresearchlabs.net with your order number, the affected product(s), and clear photographs showing the problem — including the outer packaging, any shipping labels, the product and its seal or vial, and any visible damage. Please do not discard the product or packaging until your claim is resolved, as we may ask you to return the item.

Once we have verified the issue, we will, at our discretion and where the claim is valid, send a replacement or issue a refund. Where a return is required, we will provide instructions — please do not return any item without prior authorisation, as unauthorised returns may not be accepted or refunded.

We ship worldwide, and delivery times vary by destination and customs processing. If tracking indicates your order has not arrived within 1–3 business days of dispatch, or if tracking shows delivery but you have not received the package, please contact us at support@helixresearchlabs.net so we can investigate with the carrier.

Investigations and carrier claims can take up to 1–3 business days to resolve. Where a shipment is confirmed lost in transit, we will arrange a replacement or refund in accordance with this policy. We cannot be held responsible for delays, losses, or non-delivery caused by an incorrect or incomplete shipping address provided at checkout.

You are solely responsible for confirming that the products you order may be lawfully imported into, and possessed in, your country, state, or the operator's jurisdiction, and for any customs duties, taxes, or import fees that may apply. We do not provide legal advice on the regulatory status of any compound in any territory.

Orders seized, detained, destroyed, refused, or returned by customs or the carrier — for example because a product is restricted at the destination, because import requirements were not met, or because delivery was refused — are not eligible for refund or replacement. Where a returned parcel is recovered, any refund offered at our discretion will exclude original shipping, return, and handling costs.

If you need to cancel or amend an order, contact us as soon as possible at support@helixresearchlabs.net. We will do our best to accommodate changes to an order that has not yet been dispatched, but we cannot guarantee cancellation once processing or packing has begun.

Once an order has been dispatched, it cannot be cancelled and is subject to the return and refund terms set out in this policy.

Where a refund is approved, it will be issued to the original payment method used for the order, unless we agree otherwise with you in writing. We are unable to issue refunds to a different account, card, or person.

Approved refunds are typically processed within 1–3 business days of approval. Additional time may be required for your bank or payment provider to post the funds to your account. Unless the refund results from our error (for example, a damaged, defective, or incorrect item), original shipping charges are non-refundable, and any return shipping costs are the buyer's responsibility.

All refund, return, replacement, and non-delivery claims should be directed to our support team at support@helixresearchlabs.net. To help us resolve your claim quickly, please include your order number, the brand you ordered from (Helix Labs or Ethereal Labs), the affected product(s), a description of the issue, and any supporting photographs.

We aim to acknowledge all claims within 1–3 business days. This policy applies equally to purchases from Helix Labs and Ethereal Labs, which operate under one shared catalogue and a single operator.

We may update this Refund & Returns Policy from time to time. The version published on helixresearchlabs.net at the time of your order governs that order. This policy is governed by the laws of the operator's jurisdiction, without regard to conflict-of-law principles.

Nothing in this policy limits any rights you may have under mandatory consumer-protection laws that apply in your the operator's jurisdiction and that cannot lawfully be excluded by agreement. the operator of this site Last updated: 15 July 2026.