Refund Policy

Refund Policy

Research-grade peptides are time-sensitive and difficult to re-shelve once a shipment has been opened. Our refund policy is built around the single principle that protects both sides: the published Certificate of Analysis must match what you receive.

1. Full refund window — pre-shipment

Orders that have not yet shipped can be cancelled with a full refund for any reason. Once dispatched, the order is no longer eligible for cancellation but may be eligible under §2 or §3 below.

2. CoA-mismatch refund — post-shipment

If the third-party Certificate of Analysis (CoA) we ship with your order does not match the published CoA for the lot number on your vial label, you are entitled to a full refund of the lot cost. To claim:

1. Reply to the dispatch email within 14 days of receipt with a photo of the lot number on your vial, the CoA included in the package, and a short description of the discrepancy.
2. We will arrange reverse shipping (paid by us) and a replacement or full refund within 7 business days of receiving the product back.

This is the only condition on which we offer refunds on dispatched orders, and it is the one we take most seriously — it is the foundation of trust between us and the research community we serve.

3. Damaged-in-transit

If a vial arrives broken, cracked, or visibly contaminated, photograph the package and the vial before opening further use. We will replace or refund on the same terms as §2.

4. What we do NOT refund

• Outcomes of research performed with the product (we have no visibility into experimental design and cannot adjudicate biological results).
• Refused-at-customs orders (it is the buyer's responsibility to confirm the product is importable in the destination country).
• Orders where the published CoA matches the lot but the buyer reports dissatisfaction unrelated to identity or purity.
• Changes of mind more than 14 days after dispatch.

5. Refund method

Refunds are issued to the original payment method. For Stripe card payments, funds appear within 5–10 business days. For direct bank transfer (Indonesia domestic), within 2 business days.

6. Contact

Refund claims can be sent to refunds@helix.bio or initiated via WhatsApp. Please include your order number.

— Helix Peptide Research · Canggu, Bali, Indonesia