Effective Date: 7/25/2026
1. Scope and Intent
This Return and Refund Policy applies to all purchases made through the The Helix Shop LLC website located at thehelixshop.com ("Website"), unless otherwise noted by a specific manufacturer for a specific product.
2. Contact Information
For questions about returns and refunds, please contact our Customer Service team:
Email: support@thehelixshop.com
Phone: (720) 610-6524
3. Return Eligibility
Customers in the United States of America may have the ability to cancel their purchase and return the product within 30 days of receipt with a valid reason, subject to the conditions outlined below.
3.1 Conditions for Return
Unused and Undamaged: The item must be unused, undamaged, and in the same condition that you received it.
Original Packaging: The item must be in the original packaging, with all labels and tags attached.
Proof of Purchase: A receipt or proof of purchase is required.
Some products from certain manufacturers may be subject to a no return policy.
4. Return Process
4.1 Initiating a Return
To initiate a return:
Contact Customer Service:
Email us at support@thehelixshop.com or call (720) 610-6524 within 30 days of receiving your order.
Return Authorization:
After reviewing your request, we will provide detailed return instructions and, if applicable, a Return Merchandise Authorization (RMA) number.
4.2 Preparing Your Return
Package the item safely:
Securely pack the item in its original packaging.
Ensure all parts & manuals are included.
Include Documentation:
Include the return authorization form and any necessary supporting documents or images.
4.3 Shipping the Return
1. Insure your return! You are responsible for all shipping and insurance charges involved in returning your purchase. If you choose not to insure your package, you will be responsible for loss or damage.
2. Please package your return well. When you received your order, you probably noticed our commitment to secure packaging. When shipping your return to our warehouse, please place the item(s) in a protective box with extra stuffing. Keep in mind that the box it arrived in has already been through the shipping process and is less structurally sound than when it left our warehouse. This will help us to credit you as much as possible. Please mark outside of box with your RMA number. Packages without the RMA number will be refused and returned to sender.
3. Please make certain your return is complete. Just as we inspected your equipment to ensure your happiness, we will review your return as well. Make certain all items are in the box and packaged securely. Missing instructions or fasteners (small items) can cause hours of labor to track down in our attempt to make your return acceptable for resale.
4. Return your product(s) to the below address.
Bathing Brands Fulfillment Center
Authorized Return # (insert yours after receiving authorization)
511 Glenn Ave
Wheeling, IL 60090
customerservice@bathingbrands.com
***Please note that you have 14 days from the date of your return authorization email to initiate and complete the return. After this period, the return will no longer be eligible and will be considered invalid.
5. Upon our acceptance of your return, the purchase price, less associated fees, will be credited to your account or to the original method of payment.
5. Return Shipping Costs
Customer Responsibility:
The Helix Shop pays the restocking fee, but return shipping costs are the responsibility of the customer.
6. Specific Return and Refund Conditions
6.1 Returns Due to Change of Mind
Eligibility:
Items must be unused, undamaged, and in original packaging.
Return request must be made within 30 days of receipt.
Refund:
A refund will be issued to the original payment method, minus any applicable restocking fees.
6.2 Defective or Damaged Goods
Notification:
Contact us within 48 hours of receiving the item.
Documentation:
Provide photos or videos of the defect or damage.
Resolution:
We may offer replacement parts, or a partial or complete refund, depending on the manufacturer's specifications.
6.3 Incorrect Product Received
Notification:
Inform us immediately upon receipt.
Resolution:
We will arrange for the incorrect item to be returned and ensure you receive the correct product.
6.4 Product Never Arrived
Notification:
Contact us if your product does not arrive within the estimated delivery time.
Resolution:
We will initiate an investigation with the carrier.
If the product is confirmed lost, we will offer a full refund or send a replacement product.
6.5 Order Cancellation
Before Shipment:
You may be able to cancel your order for a full refund if it has not yet been shipped.
After Shipment:
If the order has already been shipped, please follow the return procedure after receiving the product.
7. Exceptions to the Return Policy
The following items are non-returnable and non-refundable:
Custom or Personalized Products:
Items made to your specifications or clearly personalized.
8. Refunds
8.1 Refund Conditions
Approval:
Refunds may be issued after we receive and inspect the returned item.
Notification:
We will notify you via email regarding the approval or rejection of your refund.
Condition:
Items must meet the return eligibility criteria outlined in Section 3.
8.2 Refund Processing
Method:
Refunds will be processed to the original payment method used at the time of purchase.
Time Frame:
It may take up to 14 days for the refund to appear in your account, depending on your bank or credit card issuer.
8.3 Partial Refunds
Partial refunds may be granted in certain situations:
Condition Issues:
Items not in original condition, damaged, or missing parts for reasons not due to our error.
Late Returns:
Items returned more than 30 days after delivery.
9. Exchanges
Eligibility:
We replace items if they are defective, damaged, or incorrect.
Process:
To request an exchange, contact us at support@thehelixshop.com.
Shipping Costs:
For defective or incorrect items, we may cover the shipping costs.
For exchanges due to change of mind, customers are responsible for shipping costs.
10. Timelines
Return Window:
Returns must be reported and shipped within 30 days of receiving the product.
Return Processing:
After receiving and inspecting the returned item, we will process the refund within 14 days.
Refund Period:
It may take up to 14 days for the refund to appear in your account after approval.
11. Legal Rights
This Return and Refund Policy does not affect any statutory rights you may have under applicable law.
Questions and Support
Contact our Customer Service team:
Email: support@thehelixshop.com, customerservice@bathingbrands.com
Phone: (720) 610-6524
Note: By making a purchase on our Website, you agree to this Return and Refund Policy.
