Refund and Cancellation Policy
Effective date: September 18, 2026
This Policy applies to purchases made by approved Helios Bio Pro healthcare-practice accounts and should be read with our Terms of Sale and Shipping & Returns Policy.
Cancellations Before Dispatch
An order may be cancelled before it has been dispatched. Contact support@heliosbiopro.com or 725.977.5505 as soon as possible with the account name and order number. Cancellation is not guaranteed until confirmed by Helios Bio Pro. Once an order has entered dispatch or left the facility, it cannot be cancelled.
Products Are Generally Not Returnable
Because storage, handling, temperature, security, and chain-of-custody conditions cannot be verified after shipment, product that has shipped is generally not returnable. This protects the integrity of product supplied to every approved practice.
Eligible Claims
Helios Bio Pro will review claims involving an item that arrived damaged or visibly compromised, an incorrect item shipped by us, a verified shortage, or a shipment that did not arrive. Report the issue within three business days of delivery or the expected delivery date. Keep all packaging and provide photographs or other reasonable documentation requested to evaluate the claim.
Items Not Eligible
- Change of mind, over-ordering, or changes in practice needs.
- Product that has been opened, used, reconstituted, altered, or disposed of.
- Product stored or handled outside Helios Bio Pro’s control.
- Unauthorized returns or product sent back before receiving instructions.
- Issues reported outside the required claim period when the delay prevents reasonable verification.
Available Remedies
For an approved claim, Helios Bio Pro may replace the affected item, issue a refund or account credit, or provide another remedy required by law. The remedy will be based on the verified circumstances, product availability, and the Purchaser’s preference where reasonably possible.
Refund Timing
Approved refunds are issued to the original payment method. Banks and card issuers control the time required for a credit to appear. Shipping charges are refunded when the approved claim resulted from our shipping error or another circumstance for which we accept responsibility.
How to Submit a Claim
Email support@heliosbiopro.com with the order number, practice name, description of the issue, and supporting photographs where applicable. Do not return product unless Helios Bio Pro provides written authorization and instructions.
