Refund & Returns Policy

All products supplied by Helix Labs × Ethereal Cosmetics ("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 18 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 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 product, variant, and quantity — before you pay at 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, or the name and email address you used at checkout, 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 by express courier and delivery takes about a week on average, but delivery times vary by destination and customs processing and are estimates only. If tracking shows no movement for an extended period, or shows delivery but you have not received the package, please contact us — at support@helixresearchlabs.net, or in the chat — so we can investigate with the carrier.

One free reship. Where a shipment is confirmed lost or damaged in transit, we will reship it once, free of charge, provided that the problem is reported to us within a reasonable time, that the loss is confirmed by the carrier's tracking (or the damage by photographs), and that no free reship has already been provided for that order — one free reship per order. Where a reship is not possible (for example, because the product is no longer in stock), we will arrange a 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 you provide.

You are solely responsible for confirming that the products you order may be lawfully imported into, and possessed in, your country, state, or region, 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, email support@helixresearchlabs.net, or message us on Instagram or Telegram, as soon as possible, with the name and email address you used at checkout. 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.

If an item on your order is awaiting restock, you can ask us to cancel and refund that item at any time before it is dispatched.

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

How to ask for a refund. Email support@helixresearchlabs.net, or message us on Instagram or Telegram, with the name and email address you used at checkout and what went wrong, together with photographs where this policy asks for them. We will tell you whether the claim is approved under this policy and what, if anything, we need from you first.

How a refund is paid. Approved refunds are processed through Stripe, our payment processor, back to the card or other payment method you used at checkout. Refunds are made in Australian dollars, the currency you were charged. We cannot refund to a different card, account, or person, and we cannot pay a refund by any other means.

Timing. Approved refunds are processed promptly after 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.

Send all refund, return, replacement, and non-delivery claims to support@helixresearchlabs.net, or to us in the chat on Instagram or Telegram. To help us resolve your claim quickly, please include your order number, or the name and email address you used at checkout, the affected product(s), a description of the issue, and any supporting photographs.

We aim to acknowledge all claims promptly. This policy applies to every product in the Helix Labs × Ethereal Cosmetics catalogue.

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 jurisdiction and that cannot lawfully be excluded by agreement. Last updated: 15 September 2026.