Refund & Return Policy
Helix Reference Co. (a trade name of Savage Sequence LLC) wants every research customer to receive intact, correctly-labeled reference materials. This policy explains when refunds, replacements, and returns are available and how to request one. It is designed to satisfy the FTC Mail, Internet, or Telephone Order Merchandise Rule and applicable state consumer protection laws.
1. All sales final on opened / accepted product
Because reference materials are temperature-sensitive and cannot be re-verified for purity or sterility once they leave our custody, all sales are final once the shipment has been delivered and accepted in undamaged condition. We do not accept returns of opened, partially used, or resold product.
2. Damaged, incorrect, or lost shipments
If your order arrives damaged, contains the wrong item, or fails to arrive within 14 business days of dispatch, you must contact us within 48 hours of delivery (or of the expected delivery date for lost shipments) with your order number and photo evidence. We will, at our option, either replace the affected items at no charge or issue a full refund to the original payment method.
3. Order cancellation
You may cancel an order for a full refund at any time before it enters fulfillment (typically within 4 hours of payment confirmation). Once a tracking label is created, the order can no longer be cancelled.
4. Refund processing
Approved refunds are issued to the original payment method (Venmo, PayPal, Zelle, or Cash App) within 5 business days of approval. Processing times by the payment network may add 1–7 additional business days.
5. Chargebacks
We encourage buyers to contact us first at orders@savagesequence.com before initiating a chargeback. Most disputes are resolved within one business day. Fraudulent chargebacks may be reported and pursued to the extent permitted by law.
6. How to request a refund or replacement
Email orders@savagesequence.com with your order number, description of the issue, and photos of the packaging, product, and shipping label. We respond within one business day.