Terms and conditions

Terms

All the remedies prepared in the pharmacy are made by hand to your individual requirements. To enable customers and patients to receive their remedies quickly when unwell, our usual policy is for orders of 6 pharmacy dispensed remedies* or fewer to be dispatched the same working day as long as the order is received by 1pm for web/email orders and 3pm for phone orders (GMT) (Monday to Friday).

During busy times this may not always be possible.  

Orders of more than 6 pharmacy dispensed remedies* are processed on invoice date order. We endeavour to prepare your orders as quickly as possible but larger remedy orders may take up to 10-14 working days to process especially during busy periods.

*  Pharmacy dispensed remedies are remedies that are made to order in our pharmacy. This does not include pre-made Helios boxed remedies, Helios creams in tubes, remedy kits or their refills, any shop items or books which can all be ordered in addition.

Please allow longer for very large orders and enquire at the time of placing your order.

Orders received after 1pm UK time via the web or email will not be downloaded until the next working day. 

Bank Holidays when UK Bank Holidays occur these will be indicated on the website. Please note that orders placed on a Bank Holiday will not be downloaded until the next working day.

Prices

All prices are in Pounds Sterling (GBP). Because of fluctuating exchange rates, taxes, raw material costs and other factors outside of our control, prices may be subject to change without notice.

It is always possible that despite our best efforts some of the products on our site may be incorrectly priced. If we discover an error in the price of the products we will inform you and will give you the option of continuing to purchase the product at the correct price or cancelling your order.

VAT 

If you are a UK resident, we are required to charge you UK Sales Tax or VAT.

IMPORT TAXES – VAT on orders being sent to an EU country will be charged at the rate in operation in the destination country. This is likely to be between 18-23% of the value of the order but please check with your local customs office for further details.

VAT is not retrospective.

Payment

All major credit and debit cards are accepted except America Express. Bank transfer in Pounds Sterling (GBP) is also acceptable. All prices shown are inclusive of VAT at the current rate.

Payment is also possible by PAYPAL.

Overseas Orders

We have no minimum order charge for overseas orders. Payments by debit/credit card will be converted by your card issuer at the time of billing. Bank transfer in Pounds Sterling (GBP) is also acceptable. Please wait at least two weeks before contacting us by email regarding undelivered parcels. 

Please note that unfortunately we currently are unable to send orders to EU countries via Euro Priority (Courier) services.

See FAQ's for updated details regarding delivery to individual Countries.

Postage and Shipping

All items are subject to postage and packing charges. We send orders out in the most economical/efficient postal method which may include registered services.

First Class Post UK: Orders are delivered by Royal Mail, there is no facility for them to telephone before delivery. A Tracking number is supplied at dispatch. No signature required. Allow up to 5 working days for delivery.

Special Delivery UK: The Royal Mail Special Delivery service gives priority to your delivery and requires a signature.  A delivery will be attempted on the working day following dispatch but this is not guaranteed to all postal areas. Orders need to be placed before 1pm on web/email or before 3pm on the phone if this service is required.

Orders with a value of more than £180 or that weigh more than 2kg are sent by Global Priority depending on destination. (Excluding EU Countries)

The Global Priority service is not available to Canada or Australia so 2kg is the maximum weight on orders possible to these countries. These can be sent via a Tracked service.

Please note that unfortunately we are currently unable to send orders to EU countries via Euro Priority (Courier) services.

Extra services (with charges) such as Special Delivery for UK and Tracked and International Signed  for overseas customers are available options for orders under 2kg.

Air Mail( International Standard) does not provide a tracking number and so progress CANNOT be tracked through the delivery services.

Customs

Canada and Australia : It is recommended that no more than 15 items are placed in the basket for these countries.

Customs orders may be held in customs dependent upon local circumstances, Helios cannot guarantee how long clearance will take.

Charges are the responsibility of the customer. Please ensure that all import regulations are fully understood before placing an order.

Helios reserves the right not to refund or accept returns for any orders refused by customs for non-payment of import tax or any other reason. Nor will Helios refund any orders impounded by customs. Should a customer require us to resend an order returned to us after customs rejection, postage charges will be payable.

Non receipt of orders.

Occasionally parcels can be lost by the mail services. If this happens we will resend the order after 5 working days (UK) or 15 working days [minimum] for overseas orders. These times are a guide, and are subject to change and circumstances within the destination country.

Items will NOT be resent free of charge if the customer's delivery details were entered incorrectly at the time of the sale.

Unfortunately, we cannot refund postage costs for orders sent via trackable means and not called for by the customer after being left a card by the delivery service.

Please contact us within 30 days of dispatch notification if your order has not arrived.

Returns Policy

Our returns policy fully complies with UK Distance Selling Regulations. If you buy from us online or by phone, your consumer rights entitle you to a full refund or replacement goods if you request one in writing within 7 working days of receipt of the goods.

This excludes the products listed as exceptions below.

Products we are unable to cancel, refund or exchange.

All Helios Pharmacy Remedies are made up specifically for your order and we cannot accept returns for exchange or refund. Please ensure you have ordered the correct remedy, potency and form at the time of placing your order. In addition, some vitamins and temperature controlled supplements are perishable and are not returnable for exchange or refund.

Goods returned to us must be unopened and undamaged with all packaging, components, leaflets and instructions.

Kits- the outer seals must be intact.

In circumstances where a return has been accepted the refund may not include postal charges. This is dependent upon individual circumstances.

Unfortunately, we cannot refund postage costs for orders sent via trackable means and not called for by the customer after being left a card by the delivery service.

Please check your order on arrival and notify us within 14 days of receipt of order of any faults or breakages. Incorrectly dispensed or faulty items cannot be replaced after this time.

Order Confirmation

When you place your order online you will receive a confirmation and order number.

As indicated when placing an order, it is not possible to add to or change the order once payment has been processed.

A confirmation docket will be sent via email when the goods are dispatched.

Orders should arrive within a few days of confirmation of dispatch depending on your location. Please contact us within 30 days should your order not arrive. 

Hotel Deliveries and Holiday Addresses

All Hotel deliveries and temporary holiday addresses must be sent by Special Delivery if in the UK, or via a trackable and or signed for service if overseas. If this option has not been selected, this may slow the order whilst we contact you by email to discuss this. If this option is not selected for hotel deliveries then the order will be sent at the customer's own risk and Helios cannot be liable for orders that go missing and do not arrive.

Special Delivery, tracked and signed for services are in addition to Helios post and packing charges.

Discounts

Discounts are available on bulk orders of some pharmacy remedies in solid dose, tincture [size dependent] or cream form.

Current bulk discounts available are 5% on orders over £175, 10% over £300, 15% over £450 (On solid dosage forms only i.e. pills, tablets, granules and bespoke pharmacy creams.  Medicating potencies, oral liquid remedies and LM's are non-discountable).

These discounts do NOT include post and packing charges.

UK Student and Practitioner Discounts

Students and practitioners of homeopathy, graduating from an accredited U.K. college of homeopathy, are eligible for special discounts on some items. Please apply for details : pharmacy@helios.co.uk

Please allow a reasonable amount of time to apply for discount status before placing your order.

Students and practitioners are advised to register for an account on the website and NOT check out as a guest. Guest check excludes discounts and discounts are not refundable.

Countries we are unable to supply

U.A.E., Africa including South Africa and Egypt.

Sweden, Russia, Ukraine, Moldova, Sweden, Czech Republic, Slovenia, Germany, Turkey, Saudi Arabia & Ireland.

Please see FAQ's for more information and options.

Aramex orders are accepted for onward delivery subject to providing Aramex account details.

Combination Remedies

It is possible for us to make bespoke combinations of up to 10 homeopathic remedies for an additional fee of £2.20 for each remedy for three or more mixed remedies or potencies. For combinations of 7-10 the fees increase per remedy and will be confirmed at the point of ordering by telephone or email .

These fees reflect the extra time and materials required to make combinations. However a 2 remedy combination and our selection of prepared combinations do not carry any surcharge.

Privacy Policy

Our database is for Helios use only so that we can contact you if we have a problem with your order.

All address, telephone and email details are held within our secure system. We DO NOT pass on or sell your details to anyone else. We appreciate how irritating it is to receive unsolicited mail.

If you would like to read this in full please follow this link: https://www.helios.co.uk/privacy-policy

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