Kyäni, Inc.

Dear Mr. [redacted], You signed up for Kyäni Prime on September 28th, 2016 which allowed you to receive eligible product for lower prices and with free shipping. At checkout, you stated that you agreed to the Kyäni Prime Terms and Conditions. The Terms and Conditions include the following provision...

“Your Prime membership will automatically renew on the date that is six (6) calendar months from the date of your Prime enrollment, and will renew again each six (6) calendar months thereafter unless sooner terminated by you. Kyäni will send you notice that your Prime membership is set to renew via your approved email address at least thirty (30) days in advance of each renewal.” We do not have any record of receiving an email or other communication from you until April 10th, 2017. While Kyäni did send an email thanking you for your continued loyalty as a Kyäni Prime Customer on the day that your Kyäni Prime service renewed, it appears that you never received an email with 30 days advance notice. For this reason, you will be refunded the full renewal amount. I confirm that as of today, your customer account is cancelled. We are sorry to hear that you were not satisfied with the product. We remind you, that Kyäni has a money back guarantee which allows customers to return the product within 30 days for a generous 100% product price refund. The customer does pay the costs of shipping and handling.

Dear [redacted], Thank you for the opportunity to respond to your letter. Kyäni strives to provide quality products and services. Kyäni provided you video training, information, and other resources to assist you in building your business. These were available 24/7 by logging into your Kyäni...

account.  Part of our exceptional service includes a twelve month return policy for all distributor purchases. As your initial pack was a distributor purchase, you may still send back any product still in marketable condition for a 100% refund (less a 10% inspection and restocking fee). Marketable condition includes any product which has not expired, and is still in the original packaging. Products should be returned to: Kyani Distribution Center6025 S. Yellowstone Hwy.Idaho Falls, Idaho 83402If you have any questions, please do not hesitate to reach out to Customer Service at (208) 529-9872. Kyäni is not an illegal pyramid scheme, but is a legitimate multi-level marketing company and a member of the Direct Selling Association (the largest and oldest trade association for such companies in the United States).  Kyäni sells its unique nutritional products through hundreds of thousands of independent distributors in more than 50 countries throughout the world.  As in any commission based business, you are paid from your product sales.  We note that in your time in Kyäni, you earned commissions without ever signing up another distributor. If any Kyäni distributor has misrepresented the compensation plan, made income guarantees or indicated that our nutritional products could prevent, diagnose, mitigate, treat or cure any medical condition please report your specific concerns to Kyäni’s compliance team at [email protected].  Sincerely, Kyäni

Kyäni has always agreed that the third party should refund Ms. [redacted] in full. The $9 to order a check was an issue that the third party and Ms. [redacted] had disagreed upon when they tried to work out this issue on their own. We have worked out a new solution where the third party will refund the full amount he received from Ms. [redacted].

I have brought this to the attention of the refunds department, the refund was issued today and the credit amount should appear in your account within the next 72 hours.

Complaint: [redacted]
Good morning , last night I sent a complaint about kyani inc. This morning I got my problem resolved I would like to cancel my complaint. Please and thank you!

Complaint: [redacted]
I am rejecting this response because:The product that was sent DOES NOT cost $30.00 shipping fees. 
Sincerely,
[redacted]

Dear [redacted], Kyäni Prime allows customers and distributors to receive free shipping on eligible products. These products are denoted with the Kyäni Prime Logo. If an order includes at least one Kyäni Prime eligible product, the entire order will ship for free. In addition to...

free shipping, Kyäni Prime subscribers receive wholesale customer prices on their purchases. For example, you saved a total of $58 on your purchases by paying wholesale customer price rather than regular customer prices. You received free shipping on your first order, but the orders you placed in December and January did not include any products eligible for free shipping.Kyäni’s customer return policy has always stated that a customer will receive 100% of the purchase price less shipping and handling. Per the return policy, you were refunded 100% less the costs of shipping and handling that Kyäni paid to ship the product to your house and to cover the costs of the return shipping once you refused the package.  It appears that you did not understand the benefits of Kyäni Prime shipping. We are generously refunding your order of Kyäni Prime. With the additional money you saved with the benefits of Kyäni Prime wholesale customer prices, the total benefits you gained total well over the $69 you requested.

Dear [redacted],
Thank you for this report. Unfortunately, Kyanipro.com is not one of Kyäni, Inc.’s websites. This appears to be an independent website which was breaching the Kyäni Policies & Procedures. All official sales online are made through Kyani.net. Any other offer to sale Kyäni product...

online is not authorized.
Due to your report, we have identified and suspended the business of the distributor who made the offer. We would still like to help you. We were not the ones who took your money or made this offer, but if you will provide a receipt or a Paypal record proving this purchase happened, as well as any written correspondence with the distributor, we will fulfil this order, at no additional charge to you.  
Please send copies of the transaction to [email protected]

Thank you for your report. Someone from Kyäni will be reaching out to you soon.

Thank you for the opportunity to respond to this message. Kyäni has a contractual relationship with [redacted] (Distributor ID [redacted]). The contract, known as the “Distributor Agreement” consists of two parts: 1) the Policies & Procedures; and 2) the Terms and Conditions. Ms. [redacted] indicated...

that she had read and agreed to the terms of both these documents when she signed up to become a Kyäni Distributor. These documents were available for her to download during registration and anytime thereafter through her Kyäni account. 
The Return Policy is found in section seven of the Policies & Procedures. We pride ourselves on our industry-leading buy-back policy which allows Distributors to get a refund of 100% of the value of any marketable inventory in their possession, less a 10% restocking fee, for up to 12 months after they purchased it. 
Kyäni’s return policy even allows Distributors to cancel their entire order without penalty (except shipping costs) for three business days after the purchase is placed. In Ms. [redacted]’s case, she could have canceled her starter pack for a 100% refund (less shipping costs) by informing Kyäni of her decision by October 20th. She could have cancelled her second shipment by contacting Kyäni by November 1st.
As explained in the Policies & Procedures, Kyäni will buy-back any product which is in marketable condition. Marketable condition means that the product is not opened, or partially consumed, is not expired, and still has its safety seal intact. 
It may be possible that Ms. [redacted] confused the Distributor Return Policy with the Customer Product Satisfaction Guarantee. Kyäni offers a 30 day money-back satisfaction guarantee (less shipping charges) on all products purchased by Customers who reside in the United States. Customers must return all used and unused products to Kyäni.
In this case, Ms. [redacted] signed up as a Distributor and not as a Customer. Distributors enjoy several benefits including earning commissions on products sold, the ability to buy certain Distributor-Only Kyäni packs, and having 12 months to return the product instead of the 30 days to which Customers are limited.
If Ms. [redacted] believes that a Kyäni Distributor misrepresented the return policy, she should report it to [email protected]. Kyäni Distributors are held to a high standard. The Policies outline that “All Distributors shall safeguard and promote the good reputation of Kyäni and its products. The marketing and promotion of Kyäni, the Kyäni opportunity, the Global Compensation Plan, and Kyäni products shall be consistent with the public interest, and must avoid all discourteous, deceptive, misleading, unethical or immoral conduct or practices.” Any Distributor who deliberately misrepresents Kyäni Policies would be in breach of their contract.
Kyäni calculated the refund as outlined in the Polices & Procedures. The marketable products returned from the Starter Pack included: 1 Bottle of Kyäni Sunrise, One 30-Pack box of Kyäni Sunrise Packets, 1 Kyäni Nitro FX 56ox bottle, 1 8-pack of Kyäni Nitro FX 15-ml. One 7-day Triangle of Health Trial Pack. These products are worth $313.80. A 10% restocking fee of $31.38 was taken from this refund. We note that Ms. [redacted] received a $46 benefit from the 1 year Prime subscription, and therefore refunded the remaining $54 from the 1 year Prime Subscription. This refund totaled $336.42.  
Ms. [redacted] did not return the following products in marketable condition and therefore was not refunded for: 1 bottle of Sunset, 1 box of Sunrise Packets, Distributor Folder, 1 8-pack of Kyäni Nitro Xtreme, and 1-7day Triangle of Health Trail Pack. Therefore, she was not refunded for these.
Ms. [redacted]’s second order totaled 207.90. We refunded this amount minus a 20.79 restocking fee as all the products were returned in marketable condition.
Considering the circumstances, Kyäni will waive the 10% restocking fee on all the products returned in Marketable Condition. Ms. [redacted] will receive an additional refund of $52.17. These funds should appear on her credit card statement by Friday December 2nd.
 
Sincerely,
 
Compliance Team
Kyäni, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to c[redacted] and find that this resolution is satisfactory to me.  Will do.  I will send that email asap. Thank you again. thank you for being understanding. 
[redacted]
[redacted]

Complaint: [redacted]
I am rejecting this response because: my Kyani upline kept demanding I give my product to potential customers/members and kept telling me to keep contacting my friends and family. I was also told I have to use the product myself to be able to be able to give testimony of first hand benefits. Therefore, I have no initial product remaining and none of my second shipment remaining. The upline clearly did not want the products returned.  This still does not negate the fact that Team Fusion misrepresented the amount of product I was to get with my starter pack. The photos shown many times showed two of almost everything. Two complete months of product plus a little more. When I received my starter pack and saw there was not what was shown, I called my first upline who could not give me a list. My second upline took a while to find me the answer. I also contacted my Diamond to tell her about it. Then in Nashville, they were still showing the same photo of the $1399 starter pack. I told Maria again and she finally had it fixed. I was given false information from the beginning and upline stresses you to keep trying and not send it back. Then everything is no longer marketable so it cannot be sent back.   I would not have purchased the $1399 pack if it had been properly represented, which is solely the fault of my upline. At least a refund of the difference in the middle package and the larger package is expected due to misrepresentation. 
Sincerely,
[redacted]

Dear [redacted]
Kyäni, Inc. did not misrepresent the product guarantee or return policy. We gave you several opportunities to review this policy. When you signed up as a customer, the 30-day Money Back Guarantee was displayed on the same page that you made your purchase. (see attached)...

This was also reviewed and you indicated by manually checking this box when you signed up for a distributor that you agreed to abide by the Policies and Procedures. As you see in the snip it, this includes section 7 of the Policies and Procedures regarding the difference between the return policy for Customers and Distributors. The Policies and Procedures were also available on backoffice for you to review at any time. If your distributor is claiming that Distributors and Customers alike get the 30-day Money Back Guarantee, please report it to 
Due to the fact that you quickly returned the product, we will treat both orders as if they were customer accounts and refund the product as if it was
We have records of two orders
1.       From a customer account for ($174.71 which included $10.51 shipping) on 1/30/16
2.       From a distributor for $667.91 on 2/6/16 which includes $599 product $57.95 tax and $10.96 Shipping.  This brings the total refundable portion to $832.11. We will refund this amount. It may take up to 72 hours for this money to appear back on the credit card that paid for the product. You will be ineligible to order product as a customer or distributor for the next 12 months. 
Sincerely,
Kyäni Compliance Team

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]

[redacted], 
Do you have a tracking number for your return package? We may be able to speed up the refund process with this information. I will send you an email with separate details for this return. 
Our Customer return policy is "Kyäni offers a one hundred percent (100%) thirty (30) day...

money-back satisfaction guarantee (less shipping charges) on all products purchased by Customers who reside in the United States. Customers must return all used and unused products to Kyäni. Once received Kyäni's Distribution Center will process all returns and refunds within thirty days after receipt of the product. Customers within the United States have a period of three working days in which to withdraw from the contract without penalty (except for the cost of returning the product) and without giving any reason."You qualify for this return. While FedEx may not have rung up the information in their system, we try to prepare shipments as close to the time they are placed or as soon as an auto shipment date is coming up. Your box was in a FedEx pickup spot since the night you ordered it, and therefore had been marked as "shipped" in our systems. This is similar to putting an envelope in the mailbox, once there, it is nearly impossible to get back. 
Best Wishes
Kyäni

On 10/5/15 Kyäni refunded $1541.95 The total amount spent on the 6 month builder pack.

Kyäni outlines the return policy in section seven of the Policies & Procedures, which every distributor agrees to in order to become a distributor. If distributors are misrepresenting this policy, please submit a report of any misrepresentation of this Policy to our compliance department at...

[email protected]. We will need names of those who made the misrepresentation, dates, and any documentation that you have regarding this behavior. For all unopened product, please send back, we will refund 90% now, and and may consider the additional 10% depending on the results of the investigation.

[redacted] We are sorry to hear you did not enjoy the products. The Kyäni Policies & Procedures section 7. which you indicated you read before becoming a distributor states:PRODUCT GUARANTEES, RETURNS AND INVENTORY REPURCHASEa. Product Satisfaction Guarantee for...

CustomersUnited States Residents: Kyäni offers a one hundred percent (100%) thirty (30) day money-back satisfaction guarantee (less shipping charges) on all products purchased by Customers who reside in the United States. Customers must return all used and unused products to Kyäni. Once received Kyäni's Distribution Center will process all returns and refunds within thirty days after receipt of the product.b. Return of Inventory by DistributorsKyäni will repurchase from the Distributor any portion of the Distributor's currently marketable inventory that Distributor purchased from Kyäni in the preceding twelve months. The repurchase price shall be 90 percent of the purchase price paid by the Distributor, less all applicable shipping and handling costs to return the product to Kyäni.For purposes of the Agreement, inventory shall include all company produced products, promotional materials, starter packs, or other sales aids purchased by Distributor from Kyäni.The repurchase provisions of this section shall not apply to any inventory that is not currently marketable inventory. Currently marketable inventory shall not include inventory that is beyond its expiration date, that has the tamper proof safety seal damaged or removed, that has been opened or partially consumed, that has been discontinued by the company, or that is seasonal in nature or a special promotional product.If you would like to file a complaint so compliance can correct those distributors who told you that there was a 100% money back guarantee to all distributors, you can send names to [email protected]. We want to make sure that our Distributors are accurately representing the Policies & Procedures and especially the return policies. Due to your body's adverse reaction to these products, we will treat you as a customer, and will refund the product price (products $599USD + $77.87USD). It may take up to 72 hours for the credit card balance to show in your account after we have processed the return shipment.