Terms and Conditions
Orders of 6 items or fewer received before 1pm UK time by email or online and before 3.00pm by telephone MONDAY to FRIDAY will be dispatched the same day by First class post or if overseas by Air Mail post. All other orders will be dispatched as soon as possible, generally within 4 to 5 working days. Please allow up to 28 days for very large orders. Orders received after 1pm UK time will NOT be downloaded until the next working day. If next day delivery is required then the order MUST be received before 1pm, and Special Delivery selected as an extra charge. First class post does NOT guarantee next day delivery.
First Class Post UK orders are delivered by Royal Mail, there is no facility for them to telephone before delivery.
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.
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.
If you are a UK or EU [European Union] resident, we are required to charge you UK Sales Tax or VAT.
If you are outside the EU and the address you have asked us to deliver to is also outside the EU, you don't have to pay VAT and your shopping basket will automatically remove it.
If you are outside the EU but ask Helios to deliver an order to an address inside the EU, then VAT is a requirement.
Please ensure that all relevant Value Added Tax [VAT] codes are entered at point of ordering.
VAT is not retrospective.
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, please enquire by email : Pharmacy@helios.co.uk
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.
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
Orders with a value of more than £180 or that weigh more than 2kg are sent Euro Priority or Global Priority depending on destination. The Global Priority service is not available to Canada or Australia so 2kg is the maximum weight on orders possible to these countries.
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. All orders to Russia or Croatia under 2kg are automatically sent International Signed.
Next day delivery [UK] is NOT guaranteed unless Special Delivery or Courier services are requested.
Air Mail( International Standard) and UK First Class mail DO NOT have a tracking number and so their progress CANNOT be tracked through the delivery services.
Canada and Australia : Remedies will be coded to avoid problems with customs. It is recommended that no more than 15 items are placed in the basket for these countries.
Customs 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. Nor will Helios refund any orders impounded by customs.
Non receipt of orders.
parcels can be lost by the mail services. If this happens we will resend
the order after 5 working days (UK) or 10 working days [minimum] for overseas
orders. These times are a guide, and when the mail services take
industrial action or there are adverse weather conditions, these times may be extended.
Items will NOT be resent free of charge if the customer's delivery details were entered incorrectly at the time of the sale.
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.
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. Helios reserves the right to add this charge and service to an order.
Special Delivery, tracked and signed for services are in addition to Helios post and packing charges.
Discounts are available on bulk orders of some pharmacy remedies in solid dose, tincture [size dependent] or cream form.
Current bulk discounts are 10% on orders over £80, 15% over £200, 20% over £350
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 : firstname.lastname@example.org
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., Norway, Africa including South Africa and Egypt.
Combination homeopathic remedies are possible but take time and extra care to prepare so there is a surcharge of £1.60 per remedy for three or more mixed remedies or potencies. We do have a number of prepared combination remedies for which there is no surcharge.
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.