Refund policy
Returns & Refunds
Helix Human Performance Technologies
The thinking behind this policy
Before the rules, the reasoning — because once you have it, the rules tend to explain themselves.
The Helix range spans two genuinely different kinds of purchase, and it would be unfair to treat them as one. At one end sits our premium equipment: substantial, considered, and for the most part configured and built to order for the particular client who has bought it. A unit like that doesn't sit waiting on a shelf; it is specified, allocated, manufactured, and very often delivered and installed into a space made ready for it. Once that process is underway, a great deal has happened that cannot quietly be undone. At the other end sit our smaller items — things supplied from stock that were never made to order, and so were never committed to you in the same irreversible way.
Because the two are not the same, we don't pretend they are. What follows is split accordingly.
Made-to-order equipment (items above £3,000)
Our higher-value equipment is manufactured to order. That single fact governs how returns work, and it does so with a clear and fair dividing line: the point at which your order goes into manufacture.
Before manufacture begins, your order can be cancelled and any sum paid returned to you in full. Until the build starts, nothing has been irreversibly committed, and changing your mind costs neither of us anything that can't be recovered.
Once manufacture has begun, refunds are no longer available. From that moment the unit is being made specifically for you — materials are committed, build slots are allocated, and the equipment cannot return to a shelf afterwards because there was never a shelf for it to return to. This is the natural consequence of buying something built to order rather than picked from stock, and it is the basis on which we price and support the range.
What replaces the refund here is something more useful: the firm assurance that if anything we supply is defective or not up to scratch, we will repair it or replace it at no cost to you — the choice between the two being ours, based on what restores your equipment fastest. The conversation is never about your money; it's about your equipment working exactly as it should.
Smaller items (£3,000 or under)
Items at this end of the range are supplied from stock and are not manufactured to order, so they carry a standard returns policy.
If you change your mind, you may return an unused item in its original condition and packaging within 14 days of receiving it, and we will refund what you paid for it. Return postage on a change-of-mind return is yours to cover; the refund itself we'll process promptly once the item is back with us and checked over.
If the item is defective, not as described, or not fit for purpose, that is a different matter entirely and the cost of putting it right is ours, not yours — by repair, replacement, or refund as appropriate.
On delivery — please check before you sign
This applies whatever you've ordered, and it matters most with the larger equipment. Inspect the unit on arrival, before signing for it, and note any visible damage to the packaging or the equipment at that point. If something looks wrong, tell the delivery team and tell us — within 72 hours of delivery — so we can act while the trail is fresh and any transit claim is still open to us. A two-minute look on the day can save a great deal of difficulty later.
Raising an issue with us
If a fault appears, whether on day one or some way into ownership, the process is straightforward. Get in touch with the Helix team and have to hand:
- Your order reference and the product in question.
- A clear description of what's happening — when it started, and what you're seeing.
- Where you can, a photograph or short video, which often lets us diagnose without a wasted visit.
We'll then assess the fault, agree the route with you, and arrange the repair, replacement, or refund. For some issues we'll need reasonable access to inspect the unit, and occasionally to collect it; we'll keep any disruption to the minimum the problem allows.
Warranty
Every product in the Helix range is covered by a manufacturer's warranty, the length and terms of which vary by product and are confirmed at the point of sale. This returns policy sits alongside that warranty rather than in place of it — together they are what we mean when we say we stand behind everything we supply.
Your statutory rights
Nothing in this policy removes or reduces the rights you have under UK law. If you are buying as a consumer, your statutory rights — including those relating to goods that are faulty, not as described, or not fit for purpose — remain fully intact, and this policy should be read as sitting on top of those rights, never beneath them.
Talk to us
If anything here is unclear, or you simply want to talk something through, the team would far rather hear from you early than late.
Email sales@helixhpt.co.uk
Phone 01604 343210
Web helixhpt.co.uk
Instagram @helixhpt
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