Scope

This Refund Policy explains your rights to cancel, return, obtain a refund, or seek another remedy when you buy from Helix Peptides. This policy applies differently to consumers and business customers and does not limit any mandatory legal rights.

Consumer Right to Cancel

If you are a consumer buying goods online, you generally have 14 days from the day after receiving the goods to cancel without giving a reason.

To cancel, email support@helixpeptides.eu with your order number and a clear cancellation statement before the period expires.

If you cancel:

• We will refund the purchase price and the standard outbound delivery charge where required by law
• You must return the goods within 14 days of notifying us
• We may reduce the refund if goods have been handled beyond what is necessary to inspect them
• You may be responsible for return shipping costs where this was disclosed before purchase

Exceptions to Consumer Cancellation

Exceptions include custom-made goods and certain sealed goods not suitable for return for health protection or hygiene reasons once unsealed. Due to the nature of research peptides, products are sealed and this exception may apply — this is disclosed clearly at checkout and on product pages.

Faulty, Damaged, Incorrect, or Misdescribed Goods

Contact us at support@helixpeptides.eu as soon as possible with:

• Your order number
• Photographs of the packaging and product
• A description of the problem
• Batch or lot information if visible

Consumer statutory rights are unaffected and may include rejection, repair, replacement, price reduction, or refund depending on timing and circumstances.

Business Customer Returns

For business customers:

• Visible damage, shortages, or incorrect items must be reported within 2 business days of delivery
• Hidden defects must be reported within 5 business days of discovery
• No return may be made without our prior written returns authorisation

Non-Returnable Situations

A refund may be refused where permitted by law if:

• Goods were not faulty and the consumer cancellation period does not apply or has expired
• Goods were returned showing use beyond what is necessary for inspection
• Storage or handling instructions were not followed after delivery
• The customer provided an incorrect address or failed to collect the parcel
• Customs issues arose because the customer failed to check destination-country import legality

Refund Timing

Where a refund is due under consumer cancellation law, it will be made within 14 days of receiving the returned goods or evidence of return — using the original payment method unless otherwise agreed.

Approved fault-based or discretionary refunds will be processed within a reasonable time after completing our review.