Returns & Refunds

Our policy

Because of the sensitive nature of research materials and the need to guarantee integrity and chain of custody for every batch, we are unable to accept returns of opened or used product. Returns are accepted only for items that arrive damaged, incorrect, or defective.

Eligibility window

Claims for damaged, incorrect, or defective items must be submitted within 14 days of delivery. After 14 days we are unable to process a return or replacement. Items must be unopened and in their original condition, unless the issue is visible damage in transit.

How to request a return

Email support@dualhelixlabs.com within the 14-day window with your order number, the item affected, and a short description of the issue. For damaged or defective shipments, please include a clear photo. Our team will review your request and, if approved, send return instructions or arrange a replacement. Do not ship anything back before receiving authorization.

Refunds

Once your return is received and inspected — or your claim is otherwise approved — your refund is issued to the original payment method. Approved refunds are typically processed within 5–10 business days, after which the time to appear on your statement depends on your bank or card issuer.

Non-returnable items

The following are not eligible for return or refund:

• Opened, used, or tampered-with vials and packaging.
• Items returned more than 14 days after delivery.
• Clearance, final-sale, or promotional items.
• Gift cards and store credit.
• Orders returned due to an incorrect address provided at checkout.

Questions

If you are unsure whether your situation qualifies, reach out to support@dualhelixlabs.com before placing or returning an order and we will be glad to help.