Refund policy

Please review our return and refund guidelines below before placing an order.

Eligibility for Returns

Due to the nature of our products, all items are intended for research use only and must remain unopened and unused to qualify for a return. Returns will only be accepted if:

• The product is in its original condition and packaging

• Return is requested within 7 days of delivery

• The order was incorrectly fulfilled or arrived damaged

Products that have been opened, used, or improperly stored are not eligible for return or refund.

Damaged or Incorrect Items

If your order is damaged, faulty, or incorrect upon arrival, please notify us immediately with evidence such as photos. We will review the issue and offer either a replacement or refund dependant on the circumstance and evidence.

Return Process

All return requests must be authorised before shipping the item back. Unauthorised returns will not be accepted. Once approved, the product must be returned and securely packaged to avoid damage during transit.

Refunds

Refunds are processed after the returned item has been received and inspected. Approved refunds will be issued to the original payment method. Processing times may vary depending on your bank or provider.

Non-Returnable Items

We cannot accept returns or provide refunds for:

• Opened or used research products

• Items damaged due to handling after delivery

• Orders with incorrect address provided by the customer

• Products held or rejected by customs

Shipping Costs

Shipping charges are non-refundable. Customers are responsible for return shipping costs unless the issue was caused by us.

Order Cancellations

Orders may be cancelled before dispatch. Once shipped, cancellation is no longer possible.

Contact

If you have any concerns about your order or would like to request a return or refund, please contact us on helix@vitaminworks.co.uk