Refund Policy

Overview

This Refund Policy explains how returns, refunds, damaged items, incorrect items, and exchanges are handled by Helix.

By placing an order with Helix, you agree to this Refund Policy and to the conditions described below.

14 Day Cooling Off Period

If you are a consumer located in the United Kingdom or another jurisdiction where a statutory cooling off period applies, you may have the right to cancel your order within 14 days of receiving the goods.

To exercise this right, you must contact Helix at contact@helix-solution.com within the applicable cancellation period and provide your order details.

Return Eligibility

To be eligible for a return, products must be unused, unopened, sealed, undamaged, and in the same condition in which they were received.

Products must also be returned in their original packaging with all labels, seals, inserts, and protective materials intact.

Exceptions for Sealed Products

Certain sealed products may not be eligible for return once opened, unsealed, damaged, handled improperly, or otherwise made unsuitable for resale or compliant handling.

This includes products supplied in sealed packaging where return may be restricted for health protection, hygiene, safety, quality control, or product integrity reasons.

Damaged or Incorrect Items

If your order arrives damaged, defective, incomplete, or incorrect, contact Helix at contact@helix-solution.com within 48 hours of delivery.

Please include your order number, a clear description of the issue, and photos of the product, packaging, shipping label, and any visible damage.

Helix will review the information provided and may offer a replacement, refund, store credit, or another appropriate resolution depending on the circumstances.

Return Shipping

Unless the return is due to an error by Helix or a confirmed damaged or incorrect item, the customer is responsible for return shipping costs.

Return shipping costs are non refundable unless otherwise required by applicable law or agreed in writing by Helix.

We recommend using a tracked shipping service. Helix is not responsible for returned items that are lost, delayed, damaged, or not received.

Refund Timeline

Once your return is received and inspected, Helix will notify you whether the refund has been approved or declined.

If approved, the refund will be processed to the original payment method where possible. Refund processing times may vary depending on your bank, card issuer, or payment provider.

Where applicable, refunds will be processed within 14 days after Helix receives the returned goods.

Order Cancellations

If you wish to cancel an order before it has been processed or shipped, contact Helix as soon as possible at contact@helix-solution.com.

Helix cannot guarantee that cancellation requests can be completed once an order has entered processing, fulfillment, or dispatch.

Exchanges

Exchanges may be offered at Helix’s discretion where products are eligible for return and stock is available.

If an exchange is not available, Helix may offer a refund or store credit where appropriate.

Non Returnable Items

The following items may be non returnable:

• Opened, unsealed, used, damaged, or altered products
• Products without original packaging, labels, seals, or inserts
• Products returned after the applicable return period
• Products that cannot be resold or safely handled due to quality, hygiene, safety, or integrity concerns
• Gift cards, digital products, or downloadable materials where applicable

Chargebacks and Payment Disputes

If you have an issue with an order, we encourage you to contact Helix first so we can review and attempt to resolve the matter directly.

Submitting a chargeback or payment dispute without contacting us may delay resolution and may result in additional verification requirements.

Contact

Questions about this Refund Policy? Contact us at contact@helix-solution.com.

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