Hydra Skin Sciences

Complaint ID: [redacted] Dear Sir/Madam, We look forward to working with you to reach a timely and informal resolution of this matter and hope to minimize any inconvenience. We stand by the quality of our products and take pride in them and in our proprietary formulas.   We offer a 14...

days trial period of a full 30 days’ supply of the products Allegro anti-aging cream and Brio day and night serum.  Upon placing the order customers are required to accept the terms which states, “I agree that I am 18 years of age and agree to the Terms & Conditions and the Privacy policy”. Once you check the box and click on “Submit” button the order goes through and shipping and charges are applied. After the trial period is expired, the customer is charged for the full price of the monthly supply bottle received during his/her trial period. Thereafter, automatic shipments are sent out and charged to the customer every month, eliminating the need to remember to reorder their favorite product. A customer is not obligated to continue automatic shipments and can request cancellation at any time However, we would like you to review our liberal refund and cancellation policy mentioned in the terms and conditions: The Refund policy outlined in the terms: “It is Company's policy that all sales are final once the Product is delivered to the carrier. However, Company, in its sole discretion, may offer a refund of up to the purchase price for authorized, returned products. Due to the nature of the Product, Company can only process refund for unused Product returned in an acceptable condition suitable for resale. If you are not happy with your purchase, please call Customer Service, and a Customer Service representative will assist you in processing any eligible refund request pursuant to the Company's Refund Policy and in Company's sole discretion You acknowledge that failure to follow the Refund Procedure, including your obtaining and authorized RMA, may result in Company's inability to authorize or process a refund. Adherence to the terms of the Refund Policy and Procedure is strictly required and your sole responsibility. To properly ensure the processing of an authorized refund, and as a requirement of our Refund Policy and Procedure, you must call Customer Service to obtain a Return Merchandise Authorization ("RMA") Number and to process your refund request. Packages marked "Return to Sender" or "Refused", as examples, WILL NOT be eligible for refunds. All refund requests require 3 to 5 business days for approval and a signed release and waiver by you.” The Cancellation policy outlined in the terms states as: “If you cancel your Subscription before the end of the 14-day trial use period you will receive an RMA number by email to return the product within 14 days from the issue date of RMA. If Company receives the product within the 14 day return period, Company WILL NOT charge you for the Product (though the Company will not refund amounts paid for Shipping and Handling), Company WILL NOT enroll you in an evergreen subscription, and Company WILL NOT deliver any additional Product to you. Our products are normally delivered within 3 to 5 business days from the order date.”  Case Summary: [redacted] placed an order for the products Brio and Allegro on August 28th, 2016. Upon placing the order she agreed to try the products at the cost of shipping and handling for a 14 days of trial period. At this we assure you that [redacted]’s subscription for the products Brio and Allegro have been cancelled out and there will be no more further shipments send to her address. [redacted] has been provided a refund in the amounts of $99.00 on November 01st, 2016. We assure you that we have sent a cheque request for the refund amount of $93.00. [redacted] will receive the cheque within 7-10 business days. We are sorry again and appreciate your patience in this matter. Regards, Customer Support Manager

Complaint ID: [redacted] Dear Sir/Madam, We look forward to working with you to reach a timely and informal resolution of this matter and hope to minimize any inconvenience. We stand by the quality of our products and take pride in them and in our proprietary formulas.   We offer a...

14 days trial period of a full 30 days’ supply of the products Allegro anti-aging cream.  Upon placing the order customers are required to accept the terms which states, “I agree that I am 18 years of age and agree to the Terms & Conditions and the Privacy policy”. Once you check the box and click on “Submit” button the order goes through and shipping and charges are applied. After the trial period is expired, the customer is charged for the full price of the monthly supply bottle received during his/her trial period. Thereafter, automatic shipments are sent out and charged to the customer every month, eliminating the need to remember to reorder their favorite product. A customer is not obligated to continue automatic shipments and can request cancellation at any time However, we would like you to review our liberal refund and cancellation policy mentioned in the terms and conditions: The Refund policy outlined in the terms: “It is Company's policy that all sales are final once the Product is delivered to the carrier. However, Company, in its sole discretion, may offer a refund of up to the purchase price for authorized, returned products. Due to the nature of the Product, Company can only process refund for unused Product returned in an acceptable condition suitable for resale. If you are not happy with your purchase, please call Customer Service, and a Customer Service representative will assist you in processing any eligible refund request pursuant to the Company's Refund Policy and in Company's sole discretion You acknowledge that failure to follow the Refund Procedure, including your obtaining and authorized RMA, may result in Company's inability to authorize or process a refund. Adherence to the terms of the Refund Policy and Procedure is strictly required and your sole responsibility. To properly ensure the processing of an authorized refund, and as a requirement of our Refund Policy and Procedure, you must call Customer Service to obtain a Return Merchandise Authorization ("RMA") Number and to process your refund request. Packages marked "Return to Sender" or "Refused", as examples, WILL NOT be eligible for refunds. All refund requests require 3 to 5 business days for approval and a signed release and waiver by you.” The Cancellation policy outlined in the terms states as: “If you cancel your Subscription before the end of the 14-day trial use period you will receive an RMA number by email to return the product within 14 days from the issue date of RMA. If Company receives the product within the 14 day return period, Company WILL NOT charge you for the Product (though the Company will not refund amounts paid for Shipping and Handling), Company WILL NOT enroll you in an evergreen subscription, and Company WILL NOT deliver any additional Product to you. Our products are normally delivered within 3 to 5 business days from the order date.”  Case Summary: [redacted] placed an order for the products Allegro anti-aging cream on April 24th, 2017. Upon placing the order she agreed to try the product at the cost of shipping and handling for 14 days of trial period.  [redacted] contacted our company on May 02nd, 2017 inquiring about the charge on her account. One of our customer support representatives explained the program and cancelled the subscription for the product Allegro. [redacted] rejected all the refund offers at that time. We are happy to inform you that we have processed a full refund in the amounts of $ 103.00. We have offered it to [redacted] to settle and resolve all claims and concerns that she may have.    We are sorry again and appreciate your patience in this matter. Regards, Customer Support Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted] I have reviewed the company's CANCELLATION of this account, along with their notice that NO FURTHER CHARGES will be made to my credit card, and it will be UNNECESSARY to return the remaining portion of the unused product.  I am retaining copies of all correspondence, both from the Revdex.com and the company.  Should company deviate in any way, there are other resolutions available, including a complaint to the Utah Bureau of Consumer Protection.  Otherwise, I consider this matter CLOSED.[redacted]

[redacted]Thank you for bringing your concerns to our attention.  We look forward to working with you to reach a timely and informal resolution of this matter and hope to minimize any inconvenience.  We stand by the quality of our products and take pride in them and in our...

proprietary formulas. The Terms and Conditions of our website explain the trial offer and associated customer obligations.  Prior to purchasing anything from our website, you necessarily certified that you had read, understood, and agreed to the Terms and Conditions.  We relied upon your certification.  Specifically, you acknowledged you would receive a 30 day supply of Brio Day and Night Serum & Allegro Anti-aging and agreed to test it at your convenience for 14 days.  If it was not right for you, you agreed to cancel the product subscription within 14 days.  We did not hear from you and, as provided in the Terms and Conditions, you qualified to be and were enrolled in our subscription program.  The subscription ensured that you would receive an ongoing 30 day supply of Brio Day and Night Serum & Allegro Anti-aging to facilitate your continued access to and use of Brio Day and Night Serum & Allegro Anti-aging, We invite you to again review and refresh your recollection of the Terms and Conditions on our website, including specifically our liberal refund policy. The Refund Policy outlined in the Terms and Conditions states, in part:REFUND POLICY AND PROCEDURE.It is Company's policy that all sales are final once the Product is delivered to the carrier. However, Company, in its sole discretion, may offer a refund of up to the purchase price for authorized, returned products. Due to the nature of the Product, Company can only process refund for unused Product returned in an acceptable condition suitable for resale. If you are not happy with your purchase, please call Customer Service at 1-877-521-2833, and a Customer Service representative will assist you in processing any eligible refund request pursuant to the Company's Refund Policy and in Company's sole discretionYou acknowledge that failure to follow the Refund Procedure, including your obtaining and authorized RMA, may result in Company's inability to authorize or process a refund. Adherence to the terms of the Refund Policy and Procedure is strictly required and your sole responsibility.To properly ensure the processing of an authorized refund, and as a requirement of our Refund Policy and Procedure, you must call Customer Service to obtain a Return Merchandise Authorization ("RMA") Number and to process your refund request. Packages marked "Return to Sender" or "Refused", as examples, WILL NOT be eligible for refunds. All refund requests require 3 to 5 business days for approval and a signed release and waiver by you.Case Summary[redacted] placed an order for two of our top products named Brio Day and Night Serum & Allegro Anti-aging, along with that a complimentary  a one-time offer of Allegro cleanser, Allegro eye cream and Allegro fruit exfoliator. [redacted] only paid shipping for Allegro Anti-aging shipping $3.96 Brio Day and Night Serum shipping $4.95 Allegro Combo onetime $59.99Handling 0.99 [redacted] contacted us on 24th Jan 2017, wanted to cancel out from the program, stated she wasn’t aware of these charges, and was under the impression that the products she received were trial samples, one of our customer support representative provided a detailed and elaborated explanation on the terms and conditions she had accepted. The representative cancelled her account and sent an email confirmation, also provided her with the RMA numbers to return the products. Upon receiving her returned products [redacted] was refunded as per our policies. Regards,Leon

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  Once again, I reject this response as I did NOT go to their website.  I was on facebook and Dr. Oz and Christie Brinkley were shown and speaking about a face cream.  Then an ad "popped up" to get this face...

cream that I thought was Christie Brinkley's line.  I had no idea that I was ordering anything from Hydra Skin Sciences as they had attached themselves to Dr. Oz's page somehow.  I agreed to a $4.95 charge and that was all.  I did NOT agree to any terms or conditions for any product.
Sincerely,
[redacted]

Complaint ID: [redacted] Dear Sir/Madam, We look forward to working with you to reach a timely and informal resolution of this matter and hope to minimize any inconvenience. We stand by the quality of our products and take pride in them and in our proprietary formulas.   We offer a 14 days...

trial period of a full 30 days’ supply of the products Allegro anti-aging cream and Brio day and night serum.  Upon placing the order customers are required to accept the terms which states, “I agree that I am 18 years of age and agree to the Terms & Conditions and the Privacy policy”. Once you check the box and click on “Submit” button the order goes through and shipping and charges are applied. After the trial period is expired, the customer is charged for the full price of the monthly supply bottle received during his/her trial period. Thereafter, automatic shipments are sent out and charged to the customer every month, eliminating the need to remember to reorder their favorite product. A customer is not obligated to continue automatic shipments and can request cancellation at any time However, we would like you to review our liberal refund and cancellation policy mentioned in the terms and conditions: The Refund policy outlined in the terms: “It is Company's policy that all sales are final once the Product is delivered to the carrier. However, Company, in its sole discretion, may offer a refund of up to the purchase price for authorized, returned products. Due to the nature of the Product, Company can only process refund for unused Product returned in an acceptable condition suitable for resale. If you are not happy with your purchase, please call Customer Service, and a Customer Service representative will assist you in processing any eligible refund request pursuant to the Company's Refund Policy and in Company's sole discretion You acknowledge that failure to follow the Refund Procedure, including your obtaining and authorized RMA, may result in Company's inability to authorize or process a refund. Adherence to the terms of the Refund Policy and Procedure is strictly required and your sole responsibility. To properly ensure the processing of an authorized refund, and as a requirement of our Refund Policy and Procedure, you must call Customer Service to obtain a Return Merchandise Authorization ("RMA") Number and to process your refund request. Packages marked "Return to Sender" or "Refused", as examples, WILL NOT be eligible for refunds. All refund requests require 3 to 5 business days for approval and a signed release and waiver by you.” The Cancellation policy outlined in the terms states as: “If you cancel your Subscription before the end of the 14-day trial use period you will receive an RMA number by email to return the product within 14 days from the issue date of RMA. If Company receives the product within the 14 day return period, Company WILL NOT charge you for the Product (though the Company will not refund amounts paid for Shipping and Handling), Company WILL NOT enroll you in an evergreen subscription, and Company WILL NOT deliver any additional Product to you. Our products are normally delivered within 3 to 5 business days from the order date.”  Case Summary: [redacted] placed an order for the products Allegro and Brio on February 11th, 2017. As per the policy of the program that she accepted at the time of placing the order, [redacted] was required to contact our company within the specified time of 14 days in order to avoid the charges and to cancel the subscription. On April 06th, 2017 [redacted]’s subscription for the products Allegro and Brio was cancelled out and full refund on the most recent charges was processed in the amounts of $ 115.94 and $109.93.  However, on April 28th, 2017 we received a letter from the bank on behalf of [redacted] informing about the dispute that she has filed against the charges of our company. Regards, Customer Support Manager

[redacted] you did call us on 04th Mar 2016, same day she was charged for the initial product of Allegro Anti-aging, and stated that she wasn’t aware of the program, so one of our customer support representative provided a detailed and elaborated explanation on the terms and...

conditions she had accepted, explanation was in-regards to our program mechanics as well as the refund policy. Since the Representative felt [redacted] wasn’t satisfied, he offered her a chance to return the product for a refund, subjected to restocking fee as per our policy, but [redacted] still wasn’t satisfied knowing that she had to pay 20$ restocking fee, so the representative reduced 10$ from the restocking fee.The RMA # [redacted], which was provided at that time.We believe that your currently getting confused with two of your accounts with our company, Allegro Anti-aging is the one you called in-regards to on 04th Mar 2016, and the other account for Brio Day and Night Serum, you had emailed us on the 08th Jun 2016, after receiving the charge for the fourth monthly supply. Initially you were charged $109 for the product Brio Day and Night Serum, on the second month due an unsuccessful charge, due to insufficient funds we provided u with a 20% discount, which led to the total of $87.20 for the second monthly supply, thereafter, you were set on the discounted price for your monthly shipments. Two days after charging you for the fourth monthly supply, we received an email, requesting to be canceled and refunded, we responded with a complete explanation regarding Brio Day and Night Serum’s account, along with a cancelation and a full refund on the most recent charge. We hope this response clarifies your confusion regarding the charges and shipments. Regards, Leon T[redacted]

Complaint: [redacted]
I am rejecting this response because: They do have an account with me , but you won't let me send any account information so what do I do call you
Sincerely,
[redacted]

Complaint ID: [redacted] (4th Response) Dear [redacted],We sincerely apologize for any inconvenience that you may have faced. We would like to clarify the misunderstanding about our refund policy. Please note that we only accept returns for the products that are in possession of a customer for 30 days or less than 30 days.  At this point of time we would like to bring into your notice that in order to save you from the hassle of returning the products, we have made an exception and processed a refund of the full product prices for the last shipment of the products Allegro and Brio. Besides, since the second last shipment of the products were shipped to you in the month of January and February, therefore, we regret to inform you that we are unable to accept the returns. Thus we request you to keep the products and give them a try for best results. Although, we assure you that your subscription for the products Allegro and Brio have been cancelled out, thus you will not receive any further shipments.Regards, Customer Support Manager

[redacted]Thank you for bringing your concerns to our attention.  We look forward to working with you to reach a timely and informal resolution of this matter and hope to minimize any inconvenience.  We stand by the quality of our products and take pride in them and in our proprietary formulas. The Terms and Conditions of our website explain the trial offer and associated customer obligations.  Prior to purchasing anything from our website, you necessarily certified that you had read, understood, and agreed to the Terms and Conditions.  We relied upon your certification.  Specifically, you acknowledged you would receive a 30 day supply of Brio Day and Night Serum & Allegro Anti-aging and agreed to test it at your convenience for 14 days.  If it was not right for you, you agreed to cancel the product subscription within 14 days.  We did not hear from you and, as provided in the Terms and Conditions, you qualified to be and were enrolled in our subscription program.  The subscription ensured that you would receive an ongoing 30 day supply of Brio Day and Night Serum & Allegro Anti-aging to facilitate your continued access to and use of Brio Day and Night Serum & Allegro Anti-aging, We invite you to again review and refresh your recollection of the Terms and Conditions on our website, including specifically our liberal refund policy. The Refund Policy outlined in the Terms and Conditions states, in part:REFUND POLICY AND PROCEDURE.It is Company's policy that all sales are final once the Product is delivered to the carrier. However, Company, in its sole discretion, may offer a refund of up to the purchase price for authorized, returned products. Due to the nature of the Product, Company can only process refund for unused Product returned in an acceptable condition suitable for resale. If you are not happy with your purchase, please call Customer Service at 1-877-521-2833, and a Customer Service representative will assist you in processing any eligible refund request pursuant to the Company's Refund Policy and in Company's sole discretionYou acknowledge that failure to follow the Refund Procedure, including your obtaining and authorized RMA, may result in Company's inability to authorize or process a refund. Adherence to the terms of the Refund Policy and Procedure is strictly required and your sole responsibility.To properly ensure the processing of an authorized refund, and as a requirement of our Refund Policy and Procedure, you must call Customer Service to obtain a Return Merchandise Authorization ("RMA") Number and to process your refund request. Packages marked "Return to Sender" or "Refused", as examples, WILL NOT be eligible for refunds. All refund requests require 3 to 5 business days for approval and a signed release and waiver by you.Case Summary[redacted] initially called us on 23rd Nov 2016, wanted to cancel out from the program, stated she wasn’t aware of these charges, and was under the impression that the products she received were trial samples, one of our customer support representative provided a detailed and elaborated explanation on the terms and conditions she had accepted.Representative also informed her that she could keep using the products and we will authorize a refund in the amount of $225.87 for the last shipment of each product, this amount exceeds the refund amount outlined in our Terms and Conditions.[redacted] contacted us on 29th Nov 2016 again, inquiring about the current refund status.30th Nov 2016 [redacted] contacted us again, requesting for a refund on the previous charges as well, another one of our representatives informed her about our 30 days refund policy, [redacted] requested to speak to our manager, who then provided a detailed and elaborated explanation on our refund policies outlined in our terms and conditions.19th Dec 2016 [redacted] contacted us again, requesting for information regarding her shipments. Allegro Anti-aging Tracking Number[redacted] Sep 20th, 2016 (12:32 AM)[redacted] Oct 20th, 2016 (07:46 PM)Brio Day and Night Serum [redacted]  Sep 20th, 2016 (12:34 AM)[redacted] Oct 21st, 2016 (03:36 AM)27th Dec 2016 we received a dispute letter from Virginia’s credit card company, stating there were no terms and conditions mentioned on the website upon placing the order, our legal department has responded to the case with the same information mentioned above. Regards,Leon T[redacted]

[redacted]Thank you for bringing your concerns to our attention.  We look forward to working with you to reach a timely and informal resolution of this matter and hope to minimize any inconvenience.  We stand by the quality of our products and take pride in them and in...

our proprietary formulas. The Terms and Conditions of our website explain the trial offer and associated customer obligations.  Prior to purchasing anything from our website, you necessarily certified that you had read, understood, and agreed to the Terms and Conditions.  We relied upon your certification.  Specifically, you acknowledged you would receive a 30 day supply of Brio Day and Night Serum & Allegro Anti-aging and agreed to test it at your convenience for 14 days.  If it was not right for you, you agreed to cancel the product subscription within 14 days.  We did not hear from you and, as provided in the Terms and Conditions, you qualified to be and were enrolled in our subscription program.  The subscription ensured that you would receive an ongoing 30 day supply of Brio Day and Night Serum & Allegro Anti-aging to facilitate your continued access to and use of Brio Day and Night Serum & Allegro Anti-aging, We invite you to again review and refresh your recollection of the Terms and Conditions on our website, including specifically our liberal refund policy. The Refund Policy outlined in the Terms and Conditions states, in part:REFUND POLICY AND PROCEDURE.It is Company's policy that all sales are final once the Product is delivered to the carrier. However, Company, in its sole discretion, may offer a refund of up to the purchase price for authorized, returned products. Due to the nature of the Product, Company can only process refund for unused Product returned in an acceptable condition suitable for resale. If you are not happy with your purchase, please call Customer Service at 1-877-521-2833, and a Customer Service representative will assist you in processing any eligible refund request pursuant to the Company's Refund Policy and in Company's sole discretionYou acknowledge that failure to follow the Refund Procedure, including your obtaining and authorized RMA, may result in Company's inability to authorize or process a refund. Adherence to the terms of the Refund Policy and Procedure is strictly required and your sole responsibility.To properly ensure the processing of an authorized refund, and as a requirement of our Refund Policy and Procedure, you must call Customer Service to obtain a Return Merchandise Authorization ("RMA") Number and to process your refund request. Packages marked "Return to Sender" or "Refused", as examples, WILL NOT be eligible for refunds. All refund requests require 3 to 5 business days for approval and a signed release and waiver by you. Case Summary[redacted] initially called us on 25th Jan 2017, wanted to cancel out from the program, stated she wasn’t aware of these charges, and was under the impression that the products she received were trial samples, one of our customer support representative provided a detailed and elaborated explanation on the terms and conditions she had accepted. [redacted] demanded for a refund, our representative offered a 40% discount for the products in her possession. [redacted] wasn’t satisfied with the offer, so the representative provided her with a RMA number to return the products for a refund, minus the restocking fee.[redacted] still wasn’t satisfied, being charged $20 restocking fee. So our representative waived off $10 from the restocking fee, for each product, upon her acceptance, he generated the RMA number for her.On 28th Jan 2017, we received a chargeback letter from [redacted]’s bank, to which our legal department has responded to. Regards,Leon T[redacted]

Complaint: [redacted]
I am rejecting this response because:1. Authorization was granted for 2 samples of the product and cost of shipping. Subscription plan was not authorized.2. Subscription information and enrollment was not presented or communicated.3. Failure to disclose an invoice upon receiving order.4. Terms and conditions page were not presented before finalized purchase as the company's pop-up advertisement and link appeared instead.5. No further products or services have been received. However, company only offered a 40% refund. Hydra Skin Sciences business practices are unethical.
Sincerely,
[redacted]

Complaint ID: [redacted] (3rd Response) Dear [redacted], We sincerely apologize for any inconvenience that you may have faced. Please be informed that we do not have anything to do with Shark Tank and all the celebrities which you have mentioned. We are sorry again for any misunderstanding that you may have faced. Furthermore, we assure you that your subscription has been cancelled out and there will be no further shipments. Besides, we have processed your full refund in the amounts of $ 103.00 and $ 109.00. We have offered it to you to settle and resolve all claims and concerns that you may have.    We are sorry again and appreciate your patience in this matter. Regards, Customer Support Manager

Complaint: [redacted]
I am rejecting this response because:
If there is a " re- stocking" fee then it is not a free trial as advertised. It was false advertising. Furthermore, the ad from which I bought this product stated this was a product from Christie B[redacted]s line. After some easy research I have found she is not associated whatsoever with this company. Again false advertsing.My product has been mailed back and I have a tracking number and should be there today or tomorrow. I expect a refund promptly. 
Sincerely,
[redacted]

[redacted]Thank you for bringing your concerns to our attention.  We look forward to working with you to reach a timely and informal resolution of this matter and hope to minimize any inconvenience.  We stand by the quality of our products and take pride in them and in our proprietary...

formulas. The Terms and Conditions of our website explain the trial offer and associated customer obligations.  Prior to purchasing anything from our website, you necessarily certified that you had read, understood, and agreed to the Terms and Conditions.  We relied upon your certification.  Specifically, you acknowledged you would receive a 30 day supply of Brio Day and Night Serum & Allegro Anti-aging and agreed to test it at your convenience for 14 days.  If it was not right for you, you agreed to cancel the product subscription within 14 days.  We did not hear from you and, as provided in the Terms and Conditions, you qualified to be and were enrolled in our subscription program.  The subscription ensured that you would receive an ongoing 30 day supply of Allegro Anti-aging to facilitate your continued access to and use of Brio Day and Night Serum & Allegro Anti-aging, We invite you to again review and refresh your recollection of the Terms and Conditions on our website, including specifically our liberal refund policy.  The Refund Policy outlined in the Terms and Conditions states, in part:No refund will be given for any unused Product returned more than fourteen (14) days after the Company’s shipment thereof to you or returned in an unacceptable condition (i.e., unsuitable for resale), unless it was damaged by the Company prior to or during shipment to you.  You have a duty to inspect all Product deliveries upon receipt and timely return any non conforming Products to the Company as set forth above.  All unused Products that are timely returned in an acceptable condition may be eligible for a refund, subject to a restocking fee of twenty dollars ($20) or twenty percent (20%) of the purchase price, whichever is greater (“Restocking Fee”).  If the Product was damaged by the Company prior to or during shipment, a Restocking Fee may not apply.  The refund amount will be equal to the purchase price for the accepted, returned Product minus the Restocking Fee.** placed her order on 9th Aug 2016, did not contact us within the trial days provided, and therefore she was charged the product price. ** contacted us on 12th Sep 2016, stated she wasn’t aware of these charges, and was under the impression that the products she received were trial samples, one of our customer support representative provided a detailed and elaborated explanation on the terms and conditions she had accepted. ** demanded for a refund, so the representative explain the 30 day refund policy and informed her on what she was eligible for, which was a full refund on the last two charges. Which was then provided within the next 72 hours upon **’s acceptance.  Regards,Leon T[redacted]

[redacted]Thank you for bringing your concerns to our attention.  We look forward to working with you to reach a timely and informal resolution of this matter and hope to minimize any inconvenience.  We stand by the quality of our products and take pride in them and in our proprietary...

formulas. The Terms and Conditions of our website explain the trial offer and associated customer obligations.  Prior to purchasing anything from our website, you necessarily certified that you had read, understood, and agreed to the Terms and Conditions.  We relied upon your certification.  Specifically, you acknowledged you would receive a 30 day supply of Brio Day and Night Serum & Allegro Anti-aging and agreed to test it at your convenience for 14 days.  If it was not right for you, you agreed to cancel the product subscription within 14 days.  We did not hear from you and, as provided in the Terms and Conditions, you qualified to be and were enrolled in our subscription program.  The subscription ensured that you would receive an ongoing 30 day supply of Brio Day and Night Serum & Allegro Anti-aging to facilitate your continued access to and use of Brio Day and Night Serum & Allegro Anti-aging, We invite you to again review and refresh your recollection of the Terms and Conditions on our website, including specifically our liberal refund policy. The Refund Policy outlined in the Terms and Conditions states, in part:REFUND POLICY AND PROCEDURE.It is Company's policy that all sales are final once the Product is delivered to the carrier. However, Company, in its sole discretion, may offer a refund of up to the purchase price for authorized, returned products. Due to the nature of the Product, Company can only process refund for unused Product returned in an acceptable condition suitable for resale. If you are not happy with your purchase, please call Customer Service at 1-877-521-2833, and a Customer Service representative will assist you in processing any eligible refund request pursuant to the Company's Refund Policy and in Company's sole discretionYou acknowledge that failure to follow the Refund Procedure, including your obtaining and authorized RMA, may result in Company's inability to authorize or process a refund. Adherence to the terms of the Refund Policy and Procedure is strictly required and your sole responsibility.To properly ensure the processing of an authorized refund, and as a requirement of our Refund Policy and Procedure, you must call Customer Service to obtain a Return Merchandise Authorization ("RMA") Number and to process your refund request. Packages marked "Return to Sender" or "Refused", as examples, WILL NOT be eligible for refunds. All refund requests require 3 to 5 business days for approval and a signed release and waiver by you.Case Summary[redacted] initially called us on 6th Feb 2017, wanted to cancel out from the program, stated she wasn’t aware of these charges, and was under the impression that the products she received were trial samples, one of our customer support representative provided a detailed and elaborated explanation on the terms and conditions she had accepted.Upon cancelling her account he also sent her an email confirmation. Regards,Customer Support Manager

Complaint: [redacted]
I am rejecting this response because:I was never given the terms and conditions prior to ordering.  I was never provided a website link.  I would NEVER have accepted this offer if I had been given those details.I was told by Leon himself that the terms and conditions were on the Instagram ad that I clicked.  When I told him I was unable to find that ad, he told me he would email me the link, but he never did.  I see by the complaints to Revdex.com that I am not the only one to get "taken" by this scam.  Others have experienced the same exact problem as I have.  I deserve a refund of my $103.00 and I won't settle for less. I can return an unopened jar in return for this refund , if requested.
Sincerely,
[redacted]