Refund & Return Policy

Our refund policy is structured around the stage your order is at when you decide to cancel or return. The earlier you reach out, the more of your payment we can return. Read the stages below to understand exactly what applies to your situation.

If you cancel your order before we dispatch the kit from our facility, you receive a full refund. no deductions, no questions asked.

• Email support@helixline.in with your order number as soon as possible
• We'll confirm dispatch status and initiate a full refund immediately if the kit has not yet shipped
• Refund processed to your original payment method within 5–7 business days

If you have received your kit but decide you no longer want it, and the tamper-evident seal is completely unbroken. you may return it within 7 days of delivery.

• Kit must be in original condition with seal intact and not registered to any account
• Email support@helixline.in with subject "Return Request – [Order Number]" and a photo of the intact seal
• Our team responds within 24 business hours with return shipping instructions
• Do not ship the kit back before receiving our authorisation

If you have opened the sterilised saliva collection pouch or broken the seal on the collection tube but not yet sent the kit to us, you may still request a return within 10 days of delivery.

• The opened saliva collection tube is a single-use sterile component. it cannot be reused or resold
• You will bear the cost of the saliva collection tube: ₹500
• In addition, actual to-and-fro shipping charges are deducted
• Email support@helixline.in before sending anything back

If you have already sent the kit back to our facility and the sample has not yet been dispatched to the sequencing lab, you may still cancel. This window is within 10 days of the kit being originally delivered to you.

• Contact us immediately at support@helixline.in with your order number
• Our team will check whether the kit has been dispatched to the lab
• If not yet dispatched, the cancellation will be processed

1. Email support@helixline.in with subject: "Cancel/Return – [Your Order Number]"
2. State which stage you are at (pre-shipment / kit received / seal opened / etc.)
3. Attach a photo of the kit if it is being returned physically
4. Our team will respond within 24 hours on business days with next steps
5. Do not ship the kit back before receiving return authorisation from us

• Refund issued to your original payment method (credit/debit card, UPI, net banking, wallet)
• 5–7 business days after we receive and verify the returned kit (for physical returns) or after cancellation confirmation (for pre-shipment)
• You will receive an email confirmation once the refund has been initiated
• Bank processing may add a further 2–5 business days depending on your provider

If you haven't received your refund after 10 business days, check with your bank first, then write to support@helixline.in.

If your kit arrives physically damaged or defective, we will dispatch a free replacement at no cost to you.

• Contact us within 48 hours of delivery with your order number and photos of the damage
• Do not discard the damaged kit or packaging until our team confirms the replacement
• Replacement dispatched within 1–2 business days of verification

• Email: support@helixline.in. response within 24 hours on business days
• WhatsApp: +91 94406 34545

Always include your order number and a brief description of the situation so we can resolve things as quickly as possible.