Refunds & Returns Policy

Unused account balance

Refund requests are available for eligible paid balance that remain unused in the customer's account. If the customer's paid balance have not been used for a confirmed product order, consultation or other charge, the eligible unused paid balance may be requested for refund in full.

Partial refunds after account use

If the customer has already used part of the paid balance balance for an order, consultation, delivery charge or other eligible purchase, only the eligible paid balance that remain unused can be requested for refund. Amounts already consumed by confirmed transactions are not treated as unused balance.

How refunds are processed

The customer submits a refund request through HeLa Longevity PRO. The request is reviewed by Administration against the account ledger and related payment. Approved refunds are processed back through the relevant payment method/payment record. A refund request does not itself automatically remove balances or issue money until it has been reviewed.

Research-product returns

Temperature-controlled research products cannot normally be accepted back for an ordinary change-of-mind return after dispatch or fulfilment. Once the cold chain leaves HeLa's controlled delivery process, HeLa cannot verify how the product was stored, whether the required temperature was maintained, whether the packaging was opened or damaged, or what conditions occurred during return transport.

For those quality-control, safety and research-integrity reasons, an ordered temperature-controlled research product is treated as final after dispatch/fulfilment to the extent permitted by applicable law.

Non-delivery or shipment blocked in transit

If an order never reaches the customer, or delivery cannot be completed because the shipment is blocked, returned by the carrier, lost in transit or otherwise confirmed as undelivered, the customer may request a delivery investigation and refund review. HeLa Administration will check the carrier/tracking record and the status of the shipment. Where non-delivery is confirmed and no replacement shipment is agreed, the eligible order amount may be refunded in accordance with the payment and account-balance record.

This non-delivery protection is separate from the no-change-of-mind return rule: a customer is not treated as having accepted a temperature-controlled product that was never successfully delivered.

Faulty, damaged or incorrect goods

If a product arrives damaged, is materially incorrect, or another mandatory statutory remedy applies, the customer should contact Support promptly with the order number, description and photographs where relevant. Nothing in this policy removes rights that cannot legally be excluded.

Delivery

The standard physical-order delivery charge is €85 (85) per shipment because applicable research products use insulated ice/refrigerated packaging and temperature-controlled handling.