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Return and Refund Policy

Effective date: 10/14/2026

1. Scope

This policy applies to purchases made on thehelixshop.com from The Helix Shop LLC, unless a manufacturer's policy for a specific product says otherwise. Any product that is final sale or non-returnable is marked on its product page before you buy.

2. Contact us first

Email support@thehelixshop.com or call (720) 610-6524. Please do not ship anything back, or open a dispute with your bank or card issuer, until we have talked. We can usually resolve problems faster that way.

3. Quick summary

Situation What to do
Changed your mind Contact us within 30 days of delivery. The item must be new and unused (see section 4).
Damaged in shipping Contact us within 48 hours of delivery with photos or video (see section 6).
Defective or missing parts Contact us within 48 hours with photos or video.
Wrong item received Contact us immediately.
Order hasn't arrived Contact us when the estimated delivery window passes.
Cancel before shipping Contact us as soon as possible (see section 9).

4. Change-of-mind returns

You may request a return within 30 days of delivery. To qualify:

  • The item must be new, unused, undamaged, and in its original packaging with all parts, manuals, labels, and tags.
  • A receipt or proof of purchase is required.
  • Saunas, heaters, steam generators, and similar products that have been assembled, installed, connected, or heated are considered used and are not eligible for a change-of-mind return.
  • Some manufacturers do not accept returns on certain products. Those products are marked on the product page.

5. How to return an item

  1. Request a return. Email or call us within 30 days of delivery.
  2. Get authorization. We will review your request and send return instructions, the return address, and a Return Merchandise Authorization (RMA) number if one applies. Returns sent without an RMA number may be refused.
  3. Pack it well. Use the original packaging inside a protective outer box with extra padding, and include all parts and manuals. Write your RMA number on the outside of the box.
  4. Ship it within 14 days. The return must be shipped within 14 days of the date of your RMA email. After that, the authorization expires and the return is no longer eligible.
  5. Insure it. Use a tracked, insured method. You are responsible for the item until we receive it.

Large items and freight shipments may need special arrangements, so contact us before scheduling a pickup or shipment.

6. Damaged, defective, or incorrect items

  • Inspect your delivery. For freight shipments, check the packaging and the item before signing. Note any visible damage on the delivery receipt and take photos.
  • Report problems within 48 hours of delivery. Email us photos or video of the damage or defect.
  • Resolution. Depending on the manufacturer's requirements, we may offer replacement parts, a replacement item, or a partial or full refund. If the problem is our error or the item is defective, we will cover return shipping.
  • Wrong item. We will arrange the return of the incorrect item at our cost and send you the correct product.
  • Warranty claims. Defects that appear after the 48-hour window are handled under the manufacturer's limited warranty. Contact us and we'll help you start the claim.

7. Orders that haven't arrived

If your order has not arrived within the estimated delivery time, contact us. We will investigate with the carrier. If the shipment is confirmed lost, we will send a replacement or issue a full refund.

8. Non-returnable items

  • Custom, personalized, or made-to-order products, including custom-designed wall panels and Himalayan salt walls made to your specifications.
  • Items marked "final sale" on the product page.
  • Items that are used, assembled, installed, or damaged by the customer.
  • Products that the manufacturer does not accept for return.

9. Cancellations

If your order has not shipped, we can usually cancel it for a full refund. If it has already shipped, please follow the return process above once you receive it.

10. Costs and fees

  • Return shipping: paid by the customer for change-of-mind returns. We pay it when the return is due to our error or a defective or damaged item.
  • Restocking fees: The Helix Shop covers restocking fee on approved change-of-mind returns.
  • Original shipping charges: not refunded unless the return is due to our error or a defective item.

11. Refunds

  • After we receive and inspect your return, we will email you to approve or reject the refund.
  • Approved refunds are processed to your original payment method within 14 days of inspection. It may take up to 14 more days for your bank or card issuer to show it.
  • If a returned item is missing parts, damaged, or not in its original condition, or if a return arrives more than 30 days after delivery, we may issue a partial refund or decline the return.

12. Exchanges

We replace items that are defective, damaged, or incorrect. To request an exchange, email support@thehelixshop.com. Shipping on exchanges is covered by us for defective, damaged, or incorrect items, and by the customer for change-of-mind exchanges.

13. Your legal rights

This policy does not affect any rights you have under applicable law. By purchasing on our website, you agree to this policy.

Questions?

Email support@thehelixshop.com or call (720) 610-6524.
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