Helixara is a brand by Tyccus.
All warranty, returns and refunds are managed and processed by Tyccus.
While unusual, if there is a manufacturing defect with one of our products it may be sent to us for assessment and refund/replacement for as long as the product has not exceeded its expiration date and only if it has been stored according to its instructions. Warranty covers changes in smell, color, and/or consistency that drastically differs from the product description and the dispensing and closing function of flasks, jars and bottles. Items that are physically damaged while in your possession (except damaged on arrival) are not covered by our warranty.
DAMAGED ON ARRIVAL
For the purpose of this policy, damaged on arrival means any physical alteration to the product that makes it differ from how it is presented in our store at the moment of purchase, this also includes dispenser that fail to pump or non-functional dropper pipettes. Small aesthetical imperfections, like fine scratches in the product packaging or flasks are EXCLUDED from this definition.
Claims for damaged merchandise that are initiated later than 14 natural days after the goods were received will be rejected unless there is functional damage. If your items arrived damaged take a photo of them as soon as you notice, including the shipping box.
RIGHT OF WITHDRAWAL
If your delivery address is located within the European Union you have the right to withdraw from your purchase and return your ordered items to us no later than 14 natural days after you, or a party named by you, other than a carrier, has taken possession of the goods.
HOW TO EXERCISE YOUR RIGHT OF WITHRAWAL: You must inform us in written form (written statement) of your decision to withdraw from your purchase by an unequivocal written statement via the merchandise return form located under "details" in your "order history" [Take me there]. Your statement should be written in the form provided and clearly indicate that you are exercising your right of withdrawal. You must press the "Request a return" button in order to send your statement to us. There is no need to give a reason in your statement. Alternatively, you can send your statement to us electronically to firstname.lastname@example.org indicating your name, e-mail address, and order number (they must match our records for the purchase). Address your statement to
Lessingstr. 16 16356 Ahrensfelde, Germany
If you purchased the merchandise without creating an account in our site, you will not be able to access the merchandise return form as there will be no account associated with that purchase. To exercise your right of withdrawal send an e-mail to the indicated e-mail address, following the requirements indicated above.
*Note that refusing a delivery DOES NOT constitute a withdrawal statement. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right to withdraw before thee withdrawal period has expired.
EFFECTS OF WITHDRAWAL: If you withdraw from your purchase we will reimburse all payments we received from you in connection to the withdrawn purchase, including the cost of delivery, but excluding all additional costs resulting from your choice of a delivery service tier other than the least expensive option that we offer. Reimbursement will be carried out via the same method of payment used during purchase. There are no fees associated with this refund. At our discretion, we may withhold reimbursement until we have received the goods back from you and they have undergone inspection at our facilities. We cannot reimburse you if you do not send back the exact items you purchased in their original unopened package, if the items have been used, or are damaged (with the exception of damaged on arrival). You shall send back the goods or hand them over to us no later than fourteen natural days from the day when you communicated to us your decision to withdraw. Your refund will be processed within 14 natural days of us having received the returned merchandise.
IMPORTANT: You will bear any and all costs associated with shipping the items back to us. Similarly, you will be liable for the loss in value associated with handling of the goods in a manner that was unnecessary to check the nature, characteristics and functioning of the goods before returning them (i.e. while in your possession, merchandise was handled different than what would we expected if they were checked while in a physical store before deciding on purchasing).
If your delivery address is located within the United States, we will accept your request to withdraw due to buyer's remorse if you inform us on your decision to withdraw within 7 natural days of your purchase. You will bear the costs associated with shipping the items back to us. We will process your refund as indicated above, minus a 30% restocking fee. Returned items shall be sent to us no later than 7 natural days of initiating the return. In order to receive a refund, items shall be returned unused, undamaged, and unopened in their original package.
The right of withdrawal does not apply to electronic gift cards, for which an electronic code has been generated, that have been used, or were given by you to another person. Refunds from purchases paid with a gift card will be issued ONLY as store credit.
Regardless of cause, all returns must be initiated via the merchandise return form located under "details" in your "order history" [Take me there]. Returns are accepted only for unopened and undamaged merchandise. Outside the legal withdrawal period, returns are accepted only for warranty claims.
Upon sending your request you will be given instructions on how to proceed, including an RMA number (if your return is accepted) via the e-mail registered to your account or the e-mail address given to us at the time of purchase. Do not send merchandise to us without an RMA number, for security reasons it will not be accepted. If you are given a "RETURN APPROVED, DO NOT RETURN" notice, we will process your refund without needing you to return the merchandise, saving you shipping costs.
Items beyond their expiration date cannot be returned. If you received an item with an expiration date shorter than three months counted from the date it was shipped, you can request an exchange free of charge.
REFUNDS AND EXCHANGES
Upon requesting a return, other than exercising your right to withdraw, we will process your claim and, provide you with store credit in an amount equivalent to the returned merchandise. If you are claiming warranty, we will exchange the damaged items for new ones. Monetary refunds to you original payment method will be issued only if you exercise your right to withdraw or returns due to buyer's remorse.
GIFT CARDS CANNOT BE RETURNED after 14 natural days from the time of purchase. Refunds for purchases made with gift cards will be issued only as store credit.
If you are a customer with a business account, you can request to exchange unsold merchandise from wholesale purchases free of charge if the expiration date falls later than six months from the time of request at a 70% exchange ratio (70% of items will be exchanged). You will bear the returning shipping costs, and we will ship the exchanged items free of charge. Returned merchandise should be unused and in original closed package.
All requests are reviewed and decisions are made on a case-by-case basis within 24 hours. Once approved, all refunds are processed automatically. Monetary refunds may take up to 14 natural days to process, please notice that your financial institution may take additional time to process our payments. Refunds as store credit are processed immediately.
*IT IS NOT POSSIBLE TO CONVERT STORE CREDIT OR GIFT CARDS TO CURRENCY FOR THE PURPOSE OF MONETARY REFUNDS.