Terms & Conditions of Sale
Effective Date: 9 October 2026
Account and customer eligibility
Orders are accepted only where the account, customer eligibility, product access and applicable legal requirements are satisfied. HeLa may request supporting documents or restrict product access for a specific customer.
Product classification and research-use products
Each product is governed by its actual classification, product documentation and applicable law. Research-designated products are supplied only for lawful non-clinical research where that classification applies.
Order acknowledgement
Before order review, customers must confirm legal eligibility, acknowledge restrictions applicable to research-only products, confirm lawful intended use, and accept relevant legal policies. Acceptance may be stored with the order reference, policy version and timestamp.
B2B account balance and B2C secured payment
B2B accounts may use the HeLa PRO account balance for eligible platform transactions. B2C orders use secured payment at checkout. The method and final amount are shown before confirmation.
Delivery
Physical orders include the refrigerated-delivery charge shown at checkout. Temperature-controlled products use insulated refrigerated/ice packaging where specified.
Refunds of unused B2B balance
Eligible unused paid account balance may be requested for refund. If no amount has been used for a confirmed order, consultation or other charge, the eligible unused paid balance may be refundable in full. After use, only eligible unused paid balance remaining in the account may be reviewed for refund.
Research-product returns
Temperature-controlled research products are not accepted for ordinary change-of-mind return after dispatch/fulfilment where law permits this restriction, because storage, opening, contamination, temperature history and return-transport conditions cannot be reliably verified.
Non-delivery and mandatory rights
If an order is confirmed as never delivered, lost, blocked in transit or returned before successful delivery, the customer may request investigation and refund review. Nothing removes mandatory rights or remedies that cannot lawfully be excluded.
Regulatory change
Availability, supply conditions and permitted use may change in response to laws, product classification or regulatory requirements. HeLa may refuse or cancel a transaction where lawful supply cannot be established.