Returns & Refunds

Because these are research materials whose handling and cold chain cannot be verified once they leave our control, materials cannot be returned after they are accepted. We do not offer change-of-mind returns.

Inspect each shipment promptly. If it arrives damaged, is short-shipped, or materially deviates from the published certificate of analysis for the lot, notify us in writing within seven (7) days of delivery at hello@purehelix.bio, including the lot number and supporting evidence such as photographs. Not notifying us within that window counts as acceptance of the shipment.

For any valid claim, Pure Helix's entire liability and your sole and exclusive remedy is, at our option, replacement of the affected material or a refund of the amount paid for it.

Materials that have been opened, reconstituted, mishandled, stored outside the stated conditions, or transferred to a third party are not eligible.

Where a material pricing or description error is found, we may cancel the affected order and refund amounts paid in full. Backordered items may be shipped separately, or cancelled and refunded.

Approved refunds are returned to the original payment method through our payment processor. The time it takes to appear on your statement is set by your bank or card issuer, not by Pure Helix.

Shipments refused, unclaimed, or returned because of an incorrect address may be refunded less shipping and handling. Cold-chain items returned this way cannot be refunded. See Shipping.

Please contact us first at hello@purehelix.bio. Initiating a chargeback without contacting us is a breach of the Terms of Sale.