LL - Return & Refund Rules (Health Brands)

Refund & Return Guidelines

When to send Return Instructions - When to Refund

all bottles unopened, opened, empty, or partially used should be returned to qualify for a full refund. otherwise, we will refund the customer for every bottle they return.

be familiar with

Revised Return Refund Policy (9.13.24)
our guarantee: (the same across all brands)
1. Whether you buy just one bottle or many, every order comes with 1 year of purchase protection. If you don’t see or feel the difference, just return all your bottles (full, partially used, or empty) for a full refund of your purchase price. If you don’t have all your bottles, just send back what you do have and we’ll issue a refund for those.
Our Return Instructions (the same across all brands - see below)

Refund & Return Guidelines

When to Send Return Instructions and Process a Refund:

Returning Bottles for a Full Refund:
Customers must return all bottles (unopened, opened, partially used, or empty) to qualify for a full refund. If they don't return all bottles, we will refund for the bottles they do return.
Our Guarantee (applies across all brands):
Every order comes with 1 year of purchase protection. If the customer is not satisfied, they can return all bottles for a full refund. If they don’t have all bottles, they can return what they have, and we’ll issue a refund for those at the per-bottle price they paid.

Return Instructions:

Return instructions can be found here: Return Instructions Link

Return Policy Details:

Full Refund Eligibility:
To claim a refund under our 365-day guarantee, the customer must return all bottles. If not all bottles are returned, a partial refund will be issued based on the per-bottle price. For example, 6 bottles for $198 = $33 per bottle.
No Bottles, No Refund:
If no bottles are returned, no refund will be issued.
Handling Initial and Upsell Orders:
If both initial and upsell orders contain the same product, and only a partial return is made, refund the upsell order first.
Shipping Costs:
We provide free shipping on the original order, but the customer is responsible for return shipping costs.
Refund Process:
Once the return package is sent and the customer provides the tracking number, we will promptly process the refund for the bottles returned. The customer should also inform us of how many bottles they returned.
Warehouse Processing:
If no tracking number is provided, the refund will be issued once the return is received and processed by the warehouse (which can take up to 6 weeks).
Special Situations:
- If the customer refuses to return the product or becomes upset, escalate to the loyalty team or manager for review.
- Exceptions are made for customers who report a serious adverse reaction to the product.
365-Day Refund Policy:
The 365-day guarantee is valid from the delivery date. Exceptions may be made for backordered items.
Lifetime Guarantee:
For a period, we offered a “lifetime guarantee.” If the customer references this and purchased during that time, we will honor it.

Subscription Refund Rules:

Returning Items on Subscription:
- If a customer wants to return an item from their subscription, they usually also want to cancel the subscription.
- However, in rare cases, they may want a refund for a single order but keep the subscription active. If you are unsure, cancel the subscription and let the customer know it can be reinstated later if desired.
  Refunding Subscription Orders:
- We only refund the individual subscription order the customer is returning, not all past subscription orders.

Exceptions:

A. Request for Full Refund on All Orders:

In rare cases, a customer may ask for a full refund on all orders from their subscription.
To qualify for this, they must return all bottles from every order they wish to be refunded for.

Refund Timing:

Refund Processing:
Most refunds are processed within 24-72 hours once received by the Refund Team.
Posting to Customer's Account:
Once processed, refunds typically take 3-5 business days to appear in the customer’s account. In rare cases, it may take up to 10 days, depending on the bank.

When notifying customers of a refund, use this language:“I'm sorry to hear that (PRODUCT) didn’t meet your needs, and I thank you for considering (BRAND). Any credits due will be applied to the card used for your order. Refunds can take up to 10 business days to appear, depending on your card issuer’s processing time.”

Customer has an issue with a product but doesn't specifically ask for a refund

We only process refunds if the customer explicitly asks for one.
If the customer does not ask for a refund, we assume they want help using the product and will offer troubleshooting advice instead.

Exceptions:

A. Escalated Customer Service Issues:

If there is a significant issue (e.g., the customer is unhappy with service), proactively attempt to save the order by offering:
- A partial refund
- A replacement
- A full refund (when necessary)
Always start by offering a small compensation (e.g., $10, 10% off, or a free bottle). Agents can issue refunds up to 10-20%. For anything beyond that, seek manager approval.

B. Serious Adverse Reactions:

If the customer reports a serious issue (e.g., they are agitated or seek medical attention), issue a full refund immediately and initiate the return label process for multiple bottles.

What is a Prorated Refund?

A prorated refund is a partial refund based on the number of unopened and empty bottles returned by the customer. It is calculated by determining how many bottles were returned and then refunding the value of the bottles returned.How Does It Work?

Determine the Total Order Cost: Start with the full price of the product including sales tax (shipping fee not included).
Calculate Return: Figure out how many bottles were returned.
Find the Refund Amount: The refund is then calculated by taking the total order cost and dividing it by the total number of bottles ordered, then multiplying by the number of bottles returned.

Example:

If a customer paid $117.00 for 3 bottles of TPK and decide to return only 2 unused bottle after 1 month, your refund would be calculated like this:
Total Order Cost: $117.00
Cost per bottle: $117.00/3 bottles = $39.00
Prorated refund: $39.00 x 2 bottles = $78.00

So, the customer would receive a prorated refund of $78.00 for returning 2 bottles.

Refund due to a credit card has been stolen or used fraudulently

Any legitimate sounding fraud cases indicated by a customer and also fraud cases where a banking institution or card issuer has called us with questions may be refunded after request. When a refund is requested from the customer who is claiming fraud *or* from the banking institution or card issuer requesting a refund(s), take care of them efficiently and ensure that a courtesy refund or refunds will be applied towards the account. Always let them know it will take several business days (up to 10) to receive the refund(s), and ensure that a proper resolution has been given for the matter at hand.

In addition, in sticky.io make sure to check the Fraud Box.