Returns & Withdrawal

1. Your 14-day right of withdrawal

If you are a consumer resident in the EU/EEA, you have the right to withdraw from a distance contract within 14 days without giving any reason, in accordance with Article 9 of Directive 2011/83/EU on consumer rights.

The withdrawal period expires 14 days from the day on which you, or a third party other than the carrier you indicated, acquire physical possession of the goods — or, in the case of a contract for multiple goods delivered separately, 14 days from the day you acquire physical possession of the last good.

2. How to exercise the right

To exercise the right of withdrawal, you must inform us — [Registered name — pending], [Registered address — pending], support@helixcorebio.eu — of your decision to withdraw from this contract by an unequivocal statement (for example, a letter sent by post or by email).

You may use the model withdrawal form below, but it is not mandatory. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning the exercise of the right of withdrawal before the withdrawal period has expired.

Model withdrawal form

3. Effects of withdrawal

If you withdraw from this contract, we will reimburse all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event no later than 14 days from the day on which we are informed of your decision to withdraw — but, in accordance with Article 13(3) of Directive 2011/83/EU, we may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them, whichever is the earliest.

We will carry out the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event you will not incur any fees as a result of the reimbursement.

4. Return of the goods

You must send back the goods or hand them over to us, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal. The deadline is met if you send the goods back before the period of 14 days has expired.

You will bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

5. Exceptions to the right of withdrawal

Article 16 of Directive 2011/83/EU sets out exceptions to the right of withdrawal. The following exceptions are relevant to HelixCore Biotech orders:

• Sealed health-protection goods, unsealed after delivery (Art. 16(e)). The right of withdrawal does not apply to the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery. Opened or used research peptide vials cannot be returned under the right of withdrawal for hygiene reasons.
• Goods made to the consumer's specifications (Art. 16(c)). Where a product is custom-synthesised to your specification, the right of withdrawal does not apply.

All other unopened, undamaged, factory-sealed vials returned within the withdrawal window are accepted under the rules above.

6. Faulty, damaged, or wrong-item shipments

Conformity claims for faulty, damaged, or wrong-item shipments are handled separately under the statutory consumer guarantees in Directive (EU) 2019/771 and national implementing law. They are not affected by the right of withdrawal above and are not subject to the 14-day window. Email support@helixcorebio.eu with your order number and, for damage claims, photos of the package and contents.

Last updated: 2026-06 · HelixCore Biotech · [Registered address — pending]