Rollon Skin Care

Customer Name: ***
Complaint ID: ***

Dear Sir /Madam,
We would like to bring into your notice that, it is mandatory to accept the terms before placing the order. Please note that despite putting all the credit card details, the order does not go through until unless you check mark on the box which states, "I agree that I am 18 years of age and agree to the Terms & Conditions and the Privacy policy". Upon checking on the box, the terms of the program appears on the screen. When customer reads the all the terms and scroll down, the "Accept" button is activated at the end. Once the customer accepts the terms and click on "Submit" button the order goes through and shipping and charges are applied. However, we would like you to review our policies. For the reference the cancellation and refund policy stated in our Terms & Conditions are mentioned below:
TRIAL OFFER AND SUBSCRIPTION
The Company also offers a 14 day trial offer of Product, conveniently coupled with automatic enrollment in Company's subscription service ("Subscription"). We are confident you will enjoy using the Product, and invite you to try it. However, you are only eligible to receive a single 14 day trial offer from the Company. The 14 day trial offer includes a full 30 day supply of Product and an automatic enrollment in a subscription. By submitting an order for a trial offer, you agree to pay a non-refundable shipping and handling fee as will be detailed on the Website prior to checkout, but is generally less than $6.95. Please note that shipping and handling fee will appear as two separate charges on your credit card statement.
If you are not satisfied with the Product in your trial offer, you should immediately contact customer service representatives to process a cancellation. Alternatively, you may send an email with "Cancellation" as the written subject heading, to ***. In the event that your email fails to contain the appropriate subject heading, your cancellation may not be processed.
Your 14 day trial offer use period begins from the date your order is submitted on the Website. To avoid automatic enrollment in a subscription, you must cancel your trial before expiration of the 14 day trial period. If you cancel your Subscription before the end of the 14 day trial offer use period, you will receive a Return Merchandise Authorization ("RMA") number via email to return the Product. Returns of the Product must be made within 14 days from the date the RMA issues. If the Company receives the product within the 14 day return period, the Company: (1) WILL NOT charge you for the Product (but the Company does not refund amounts paid for shipping and handling); (2) WILL NOT enroll you in a subscription; and (3) WILL NOT send any additional Product to you. Typically Products are delivered within three to five business days from the order date. If you do not receive your Product within five business days after placing an order, please contact our customer service representative for an estimated delivery date and/or tracking information.
In the event that you do not cancel, in writing, before the end of the 14 day trial offer period, the Company will automatically enroll you in a subscription and charge the credit/debit card on file with your account the full retail price for Product each month as posted on the Website. The trial offer comes with a full 30 day supply.
REFUND POLICY AND PROCEDURE.
All sales are final once the Product is delivered by the Company to the carrier. However, the Company, in its sole discretion, may offer a refund of up to the purchase price for authorized, returned products. The Company is entitled to retain a restocking fee of $20.00 or 20% of the total purchase price, whichever is greater. Due to the nature of the Product, the Company can only process refund for unused Product returned in an acceptable condition suitable for resale, received within 30 days from the date the order is placed. If you are not satisfied with your purchase, please call customer service at ***, and a customer service representative will assist you in processing any eligible refund request pursuant to the Company's Refund Policy and in the Company's sole discretion.
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 an RMA number and to process your refund request. By way of illustration and not limitation, packages marked "Return to Sender" or "Refused" WILL NOT be eligible for refunds. All refund requests require three to five business days for approval.
By completing an order, you acknowledge, understand, and agree to be bound by the Refund Policy and Procedure stated herein. You also acknowledge and understand that adherence to the Refund Policy and Procedure is strictly required and is your sole responsibility. You acknowledge that failure to follow the Refund Policy and Procedure, including you're obtaining an authorized RMA, may result in Company's inability to authorize or process a refund.
Case Summary:
According to our records, *** visited our website and placed an order for our products Prache Anti-Aging serum and Prache Anti-Aging cream on November 3rdh, 2019. Upon placing the order, *** accepted to our company's terms and conditions which clearly stated that if the customer does not cancel the order within the 14 days trial period, customer would be charged the remaining amount of the product and will be put on the auto shipment subscription.
We would like to apologize for any misunderstanding and really sorry as the product didn't meet your expectations. Our company offers 30-days products to our customers for them to try for 14-days and respond back along with their feedback. Records are showing that, on the day this was ordered, we were only called for cancellation of Prache Anti Aging serum. In her conversation with our executive she informed us that she would have her credit card company involved in it. Our executive asked her to pay a reduced price as it allows our customers to keep the product but she didn't want to do that, therefore; being a consumer friendly company we helped her with cancellation of it at no further cost.
However, for the product Prache Anti Aging cream, November 18th 2019 was the day when we were called for cancellation. Due to her dissatisfaction towards our product, she was simply asked to pay $19.99 which could've cancelled out her account without having to return the product back. But, she was not satisfied with provided option and due to which her request and concern was forwarded to our management for consideration and possible exceptions. While her request was in process, she contacted us to get update on her request and was informed that we could cancel with just $19.99. It is to be noted that the product price is $103.00. We were again informed by *** of involvement of credit card company into this matter.
Then on November 26th 2019, an agreement was made between customer and our company when she decided to return the product and we authorized her to return the product without considering its condition so that we could stop $103.00 from being charged. No restocking fee was demanded as that's on applicable on returns made for refunds.
Our team had been instructed to accept and to process cancellation on the arrival of her return, however; on 29th November 2019, *** called us and decided to pay $19.99 instead. As she didn't want to return the product, we cancelled out her account with an amount of $19.99 allowing her to keep the product.
Please be assured that her accounts have been deactivated completely, there would be no more charges applied onto her account. Furthermore, if she has any concerns she can call our 24/7 customer support center and can speak to our executives. Our support representatives would be happy to help!

We appreciate the opportunity of being at your service.

Regards,
Customer Support Manager

Customer Name: ***
Complaint ID: ***

Dear Sir /Madam,
We would like to bring into your notice that, it is mandatory to accept the terms before placing the order. Please note that despite putting all the credit card details, the order does not go through until unless you check mark on the box which states, "I agree that I am 18 years of age and agree to the Terms & Conditions and the Privacy policy". Upon checking on the box, the terms of the program appears on the screen. When customer reads the all the terms and scroll down, the "Accept" button is activated at the end. Once the customer accepts the terms and click on "Submit" button the order goes through and shipping and charges are applied. However, we would like you to review our policies. For the reference the cancellation and refund policy stated in our Terms & Conditions are mentioned below:
TRIAL OFFER AND SUBSCRIPTION
The Company also offers a 14 day trial offer of Product, conveniently coupled with automatic enrollment in Company's subscription service ("Subscription"). We are confident you will enjoy using the Product, and invite you to try it. However, you are only eligible to receive a single 14 day trial offer from the Company. The 14 day trial offer includes a full 30 day supply of Product and an automatic enrollment in a subscription. By submitting an order for a trial offer, you agree to pay a non-refundable shipping and handling fee as will be detailed on the Website prior to checkout, but is generally less than $6.95. Please note that shipping and handling fee will appear as two separate charges on your credit card statement.
If you are not satisfied with the Product in your trial offer, you should immediately contact customer service representatives to process a cancellation. Alternatively, you may send an email with "Cancellation" as the written subject heading, to ***. In the event that your email fails to contain the appropriate subject heading, your cancellation may not be processed.
Your 14 day trial offer use period begins from the date your order is submitted on the Website. To avoid automatic enrollment in a subscription, you must cancel your trial before expiration of the 14 day trial period. If you cancel your Subscription before the end of the 14 day trial offer use period, you will receive a Return Merchandise Authorization ("RMA") number via email to return the Product. Returns of the Product must be made within 14 days from the date the RMA issues. If the Company receives the product within the 14 day return period, the Company: (1) WILL NOT charge you for the Product (but the Company does not refund amounts paid for shipping and handling); (2) WILL NOT enroll you in a subscription; and (3) WILL NOT send any additional Product to you. Typically Products are delivered within three to five business days from the order date. If you do not receive your Product within five business days after placing an order, please contact our customer service representative for an estimated delivery date and/or tracking information.
In the event that you do not cancel, in writing, before the end of the 14 day trial offer period, the Company will automatically enroll you in a subscription and charge the credit/debit card on file with your account the full retail price for Product each month as posted on the Website. The trial offer comes with a full 30 day supply.
REFUND POLICY AND PROCEDURE.
All sales are final once the Product is delivered by the Company to the carrier. However, the Company, in its sole discretion, may offer a refund of up to the purchase price for authorized, returned products. The Company is entitled to retain a restocking fee of $20.00 or 20% of the total purchase price, whichever is greater. Due to the nature of the Product, the Company can only process refund for unused Product returned in an acceptable condition suitable for resale, received within 30 days from the date the order is placed. If you are not satisfied with your purchase, please call customer service at *** and a customer service representative will assist you in processing any eligible refund request pursuant to the Company's Refund Policy and in the Company's sole discretion.
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 an RMA number and to process your refund request. By way of illustration and not limitation, packages marked "Return to Sender" or "Refused" WILL NOT be eligible for refunds. All refund requests require three to five business days for approval.
By completing an order, you acknowledge, understand, and agree to be bound by the Refund Policy and Procedure stated herein. You also acknowledge and understand that adherence to the Refund Policy and Procedure is strictly required and is your sole responsibility. You acknowledge that failure to follow the Refund Policy and Procedure, including you're obtaining an authorized RMA, may result in Company's inability to authorize or process a refund.

Case Summary:
According to our records, *** visited our website and placed an order for our products Prache Anti-Aging serum and Prache Anti-Aging cream on November 18th, 2019. It was ordered using the email address (***).
Upon placing the order, *** accepted to our company's terms and conditions which clearly stated that if the customer does not cancel the order within the 14 days trial period, customer would be charged the remaining amount of the product and will be put on the auto shipment subscription.
As per our record, when *** called our customer support center on November 27th, 2019 inquiring about the charges, she was informed that the trial period would end on 2nd December 2019 and the product Prache Anti Aging serum cost $109.00 and Prache Anti Aging cream cost $103.00.
Hence, she called our customer support department again on November 30th 2019 and requested cancellation. In her conversation with our executive, she was made aware of various deals and offers including reducing product price to $49 or $59 for future. Due to her dissatisfaction towards our offers, we requested her to pay reduced price also in order to keep the product and to skip return process for cancellation. However, she decided to return the product, therefore; our executive gave relevant information for her to ship the products back. Understanding customer's concern, we informed her that she wouldn't have to pay anything further to the company if products are received within 30-days time period.
In response of the update we received on her return, we have cancelled out her accounts on December 09th, 2019. All our services have been deactivated and there will be no more charges applied on her account. No restocking fee is charged to her account as that applies only on returns made for refunds and we apologize for any misinformation. Charges that were made on November 18th, 2019 were for shipping of the products and are now with USPS (United Parcel Services).
Our company takes customer satisfaction seriously. If she needs any help/assistance or any information, she can definitely contact our customer support center. Our phone lines are open 24/7 and our executive would be happy to help!
We appreciate the opportunity of being at your service.
Regards,
Customer Support Manager

Customer Name: ***
Complaint ID: ***

Case Summary:
According to our records, *** visited our website and placed an order for our products Prache Anti Aging cream and Prache Anti Aging serum on September 16th, 2019. Upon placing the order, *** accepted to our company's terms and conditions which clearly stated that if the customer does not cancel the order within the 14 days trial period, customer would be charged the remaining amount of the product and will be put on the auto shipment subscription.
Therefore, following the agreement made on 16th September 2019, on her 14- days trial expiration she was charged $109.00 on October 05th 2019 and $103.00 on 08th October 2019 for the products received during trial period.
As per our terms and conditions, automatic shipments are sent out and charged to the customer every month, eliminating the need to remember to reorder their favorite products. Due to which, she was charged $115.94 on 05th November 2019 and $109.93 on 07th November 2019 for 2nd shipment shipped to her mailing address.
While reviewing her account we have noticed that, her accounts were active until we received an email from her on November 23rd, 2019. In her email she requested cancellation and refund for the charged amounts. In response of her email, our support team deactivated her accounts for the products and requested her to contact customer support through our 24/7 phone line and speak to our executives for refunds.
On November 26th 2019, *** contacted out customer support center and in her conversation with our support executive she was informed that she could be shipped products for 30-days as compensation. However, she was not interested in getting more products. For her convenience, she was told about some exceptions like refunding 50% of the charge, it allows customer to keep the product and she agreed to it.
Please be informed that her accounts have been deactivated from any monthly subscription or program. There will be no future shipments or additional charges applied to the account. Her bank account has also been credited with the amount $54.50 and $51.50 on 26th November 2019. If she needs further assistance she can contact our 24/7 customer support center and speak to our executives who would be more than happy to help and assist.

We appreciate the opportunity of being at your service.
Regards,
Customer Support Manager

Customer Name: ***
Complaint ID: ***

Dear Sir /Madam,
We would like to bring into your notice that, it is mandatory to accept the terms before placing the order. Please note that despite putting all the credit card details, the order does not go through until unless you check mark on the box which states, "I agree that I am 18 years of age and agree to the Terms & Conditions and the Privacy policy". Upon checking on the box, the terms of the program appears on the screen. When customer reads the all the terms and scroll down, the "Accept" button is activated at the end. Once the customer accepts the terms and click on "Submit" button the order goes through and shipping and charges are applied. However, we would like you to review our policies. For the reference the cancellation and refund policy stated in our Terms & Conditions are mentioned below:
TRIAL OFFER AND SUBSCRIPTION
The Company also offers a 14 day trial offer of Product, conveniently coupled with automatic enrollment in Company's subscription service ("Subscription"). We are confident you will enjoy using the Product, and invite you to try it. However, you are only eligible to receive a single 14 day trial offer from the Company. The 14 day trial offer includes a full 30 day supply of Product and an automatic enrollment in a subscription. By submitting an order for a trial offer, you agree to pay a non-refundable shipping and handling fee as will be detailed on the Website prior to checkout, but is generally less than $6.95. Please note that shipping and handling fee will appear as two separate charges on your credit card statement.
If you are not satisfied with the Product in your trial offer, you should immediately contact customer service representatives to process a cancellation. Alternatively, you may send an email with "Cancellation" as the written subject heading, to ***. In the event that your email fails to contain the appropriate subject heading, your cancellation may not be processed.
Your 14 day trial offer use period begins from the date your order is submitted on the Website. To avoid automatic enrollment in a subscription, you must cancel your trial before expiration of the 14 day trial period. If you cancel your Subscription before the end of the 14 day trial offer use period, you will receive a Return Merchandise Authorization ("RMA") number via email to return the Product. Returns of the Product must be made within 14 days from the date the RMA issues. If the Company receives the product within the 14 day return period, the Company: (1) WILL NOT charge you for the Product (but the Company does not refund amounts paid for shipping and handling); (2) WILL NOT enroll you in a subscription; and (3) WILL NOT send any additional Product to you. Typically Products are delivered within three to five business days from the order date. If you do not receive your Product within five business days after placing an order, please contact our customer service representative for an estimated delivery date and/or tracking information.
In the event that you do not cancel, in writing, before the end of the 14 day trial offer period, the Company will automatically enroll you in a subscription and charge the credit/debit card on file with your account the full retail price for Product each month as posted on the Website. The trial offer comes with a full 30 day supply.
REFUND POLICY AND PROCEDURE.
All sales are final once the Product is delivered by the Company to the carrier. However, the Company, in its sole discretion, may offer a refund of up to the purchase price for authorized, returned products. The Company is entitled to retain a restocking fee of $20.00 or 20% of the total purchase price, whichever is greater. Due to the nature of the Product, the Company can only process refund for unused Product returned in an acceptable condition suitable for resale, received within 30 days from the date the order is placed. If you are not satisfied with your purchase, please call customer service at ***, and a customer service representative will assist you in processing any eligible refund request pursuant to the Company's Refund Policy and in the Company's sole discretion.
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 an RMA number and to process your refund request. By way of illustration and not limitation, packages marked "Return to Sender" or "Refused" WILL NOT be eligible for refunds. All refund requests require three to five business days for approval.
By completing an order, you acknowledge, understand, and agree to be bound by the Refund Policy and Procedure stated herein. You also acknowledge and understand that adherence to the Refund Policy and Procedure is strictly required and is your sole responsibility. You acknowledge that failure to follow the Refund Policy and Procedure, including you're obtaining an authorized RMA, may result in Company's inability to authorize or process a refund.
Case Summary:
According to our records, *** visited our website and placed an order for our products Prache Anti Aging cream and Prache Anti Aging serum on November 15th, 2019. Upon placing the order, *** accepted to our company's terms and conditions which clearly stated that if the customer does not cancel the order within the 14 days trial period, customer would be charged the remaining amount of the product and will be put on the auto shipment subscription.
We sincerely apologize for any inconvenience or misunderstanding. Please be informed that our company doesn't deal in samples, we offer products on trial-basis providing a chance to our customers to try them for 14-days before they are charged full price/cost of the products. Following our policies we charged $109.00 for the product Prache Anti Aging serum on 29th November 2019. We had also tried to charge $103.00 on the same day for the product Prache Anti Aging cream received during trial period but it didn't get approved by her bank/credit card company.
Our records are showing that *** called our customer support center on 29th November 2019 about the charge of $103.00 that had been declined. While our executive was explaining trial program, she disconnected the call after informing our executive that she would contact her credit card company and would have the charge stopped. We then called her back on the same day to assist her with cancellation, she was told that she could keep the product for half price which we later reduced to just $19.99. However, she wanted to return the product for cancellation. Therefore, our executive issued a return merchandise authorization number and gave return information along with 30-days time period so that she could easily return the product back.
Please be informed that so far we have not received the product back at our warehouse, as soon as it reaches our warehouse her account for the product Prache Anti Aging cream will be cancelled out automatically and she will not be charged $103.00 for it.
Although, our customer support team haven't been contacted about the product Prache Anti Aging serum but kindly note that her account for this product has been deactivated. There will be no future billings or shipments sent.
If she needs any further help she can definitely contact our 24/7 customer support center and speak to our executives, can even leave a preferred time and phone number for someone from our team to contact her regarding any of the issues. Our team would be happy to help!
We appreciate the opportunity of being at your service.
Regards,
Customer Support Manager

Customer Name: ***
Complaint ID: ***

Dear Sir /Madam,
We would like to bring into your notice that, it is mandatory to accept the terms before placing the order. Please note that despite putting all the credit card details, the order does not go through until unless you check mark on the box which states, "I agree that I am 18 years of age and agree to the Terms & Conditions and the Privacy policy". Upon checking on the box, the terms of the program appears on the screen. When customer reads the all the terms and scroll down, the "Accept" button is activated at the end. Once the customer accepts the terms and click on "Submit" button the order goes through and shipping and charges are applied. However, we would like you to review our policies. For the reference the cancellation and refund policy stated in our Terms & Conditions are mentioned below:
TRIAL OFFER AND SUBSCRIPTION
The Company also offers a 14 day trial offer of Product, conveniently coupled with automatic enrollment in Company's subscription service ("Subscription"). We are confident you will enjoy using the Product, and invite you to try it. However, you are only eligible to receive a single 14 day trial offer from the Company. The 14 day trial offer includes a full 30 day supply of Product and an automatic enrollment in a subscription. By submitting an order for a trial offer, you agree to pay a non-refundable shipping and handling fee as will be detailed on the Website prior to checkout, but is generally less than $6.95. Please note that shipping and handling fee will appear as two separate charges on your credit card statement.
If you are not satisfied with the Product in your trial offer, you should immediately contact customer service representatives to process a cancellation. Alternatively, you may send an email with "Cancellation" as the written subject heading, to *** In the event that your email fails to contain the appropriate subject heading, your cancellation may not be processed.
Your 14 day trial offer use period begins from the date your order is submitted on the Website. To avoid automatic enrollment in a subscription, you must cancel your trial before expiration of the 14 day trial period. If you cancel your Subscription before the end of the 14 day trial offer use period, you will receive a Return Merchandise Authorization ("RMA") number via email to return the Product. Returns of the Product must be made within 14 days from the date the RMA issues. If the Company receives the product within the 14 day return period, the Company: (1) WILL NOT charge you for the Product (but the Company does not refund amounts paid for shipping and handling); (2) WILL NOT enroll you in a subscription; and (3) WILL NOT send any additional Product to you. Typically Products are delivered within three to five business days from the order date. If you do not receive your Product within five business days after placing an order, please contact our customer service representative for an estimated delivery date and/or tracking information.
In the event that you do not cancel, in writing, before the end of the 14 day trial offer period, the Company will automatically enroll you in a subscription and charge the credit/debit card on file with your account the full retail price for Product each month as posted on the Website. The trial offer comes with a full 30 day supply.
REFUND POLICY AND PROCEDURE.
All sales are final once the Product is delivered by the Company to the carrier. However, the Company, in its sole discretion, may offer a refund of up to the purchase price for authorized, returned products. The Company is entitled to retain a restocking fee of $20.00 or 20% of the total purchase price, whichever is greater. Due to the nature of the Product, the Company can only process refund for unused Product returned in an acceptable condition suitable for resale, received within 30 days from the date the order is placed. If you are not satisfied with your purchase, please call customer service at ***, and a customer service representative will assist you in processing any eligible refund request pursuant to the Company's Refund Policy and in the Company's sole discretion.
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 an RMA number and to process your refund request. By way of illustration and not limitation, packages marked "Return to Sender" or "Refused" WILL NOT be eligible for refunds. All refund requests require three to five business days for approval.
By completing an order, you acknowledge, understand, and agree to be bound by the Refund Policy and Procedure stated herein. You also acknowledge and understand that adherence to the Refund Policy and Procedure is strictly required and is your sole responsibility. You acknowledge that failure to follow the Refund Policy and Procedure, including you're obtaining an authorized RMA, may result in Company's inability to authorize or process a refund.

Case Summary:
According to our records, *** visited our website and placed an order for our products Prache Anti-Aging serum and Prache Anti-Aging cream on September 26th, 2019. Upon placing the order, *** accepted to our company's terms and conditions which clearly stated that if the customer does not cancel the order within the 14 days trial period, customer would be charged the remaining amount of the product and will be put on the auto shipment subscription.
We sincerely apologize for any inconvenience or misunderstanding. Please be informed that the products sent during trial period were the actual products and were sent by Rollon Skin for her to try and let us know if she wants to cancel. Because we were not responded, we charged $103.00 and $109.00 on 10th October 2019 for the products Prache Anti Aging cream and Prache Anti Aging serum. Then after 30 days from there, we charged $115.94 and $109.93 for the 2nd shipment and that was delivered according to USPS to her mailing address accordingly. Following the terms and conditions she had agreed upon, we also tried to bill $115.94 on December 17th, 2019 but her card company denied it.
While reviewing her account I've noticed that she has filed a dispute against the charge $103.00 with her credit card holder or bank. As the charge is being investigated now, we are no longer authorized to make any changes onto her account or issue any refund for it.
However, please be assured that her accounts have been deactivated, account for Prache Anti Aging cream is cancelled out effective from 06th December 2019 and account for Prache Anti Aging serum from 18th December 2019. There will be no future shipments or charges applied to the account.
Furthermore, *** can contact our 14/7 customer support center to speak with our executives about her refund request. Our team would be happy to help with best possible solution.
We appreciate the opportunity of being at your service.
Regards,
Customer Support Manager

Customer Name: ***
Complaint ID: ***
Dear Sir /Madam,
We would like to bring into your notice that, it is mandatory to accept the terms before placing the order. Please note that despite putting all the credit card details, the order does not go through until unless you check mark on the box which states, "I agree that I am 18 years of age and agree to the Terms & Conditions and the Privacy policy". Upon checking on the box, the terms of the program appears on the screen. When customer reads the all the terms and scroll down, the "Accept" button is activated at the end. Once the customer accepts the terms and click on "Submit" button the order goes through and shipping and charges are applied. However, we would like you to review our policies. For the reference the cancellation and refund policy stated in our Terms & Conditions are mentioned below:
TRIAL OFFER AND SUBSCRIPTION
The Company also offers a 14 day trial offer of Product, conveniently coupled with automatic enrollment in Company's subscription service ("Subscription"). We are confident you will enjoy using the Product, and invite you to try it. However, you are only eligible to receive a single 14 day trial offer from the Company. The 14 day trial offer includes a full 30 day supply of Product and an automatic enrollment in a subscription. By submitting an order for a trial offer, you agree to pay a non-refundable shipping and handling fee as will be detailed on the Website prior to checkout, but is generally less than $6.95. Please note that shipping and handling fee will appear as two separate charges on your credit card statement.
If you are not satisfied with the Product in your trial offer, you should immediately contact customer service representatives to process a cancellation. Alternatively, you may send an email with "Cancellation" as the written subject heading, to ***. In the event that your email fails to contain the appropriate subject heading, your cancellation may not be processed.
Your 14 day trial offer use period begins from the date your order is submitted on the Website. To avoid automatic enrollment in a subscription, you must cancel your trial before expiration of the 14 day trial period. If you cancel your Subscription before the end of the 14 day trial offer use period, you will receive a Return Merchandise Authorization ("RMA") number via email to return the Product. Returns of the Product must be made within 14 days from the date the RMA issues. If the Company receives the product within the 14 day return period, the Company: (1) WILL NOT charge you for the Product (but the Company does not refund amounts paid for shipping and handling); (2) WILL NOT enroll you in a subscription; and (3) WILL NOT send any additional Product to you. Typically Products are delivered within three to five business days from the order date. If you do not receive your Product within five business days after placing an order, please contact our customer service representative for an estimated delivery date and/or tracking information.
In the event that you do not cancel, in writing, before the end of the 14 day trial offer period, the Company will automatically enroll you in a subscription and charge the credit/debit card on file with your account the full retail price for Product each month as posted on the Website. The trial offer comes with a full 30 day supply.
REFUND POLICY AND PROCEDURE.
All sales are final once the Product is delivered by the Company to the carrier. However, the Company, in its sole discretion, may offer a refund of up to the purchase price for authorized, returned products. The Company is entitled to retain a restocking fee of $20.00 or 20% of the total purchase price, whichever is greater. Due to the nature of the Product, the Company can only process refund for unused Product returned in an acceptable condition suitable for resale, received within 30 days from the date the order is placed. If you are not satisfied with your purchase, please call customer service at ***, and a customer service representative will assist you in processing any eligible refund request pursuant to the Company's Refund Policy and in the Company's sole discretion.
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 an RMA number and to process your refund request. By way of illustration and not limitation, packages marked "Return to Sender" or "Refused" WILL NOT be eligible for refunds. All refund requests require three to five business days for approval.
By completing an order, you acknowledge, understand, and agree to be bound by the Refund Policy and Procedure stated herein. You also acknowledge and understand that adherence to the Refund Policy and Procedure is strictly required and is your sole responsibility. You acknowledge that failure to follow the Refund Policy and Procedure, including you're obtaining an authorized RMA, may result in Company's inability to authorize or process a refund.
Case Summary:
According to our records, *** visited our website and placed an order for our products Prache Anti-Aging serum and Prache Anti-Aging cream on September 26th, 2019. Upon placing the order, *** accepted to our company's terms and conditions which clearly stated that if the customer does not cancel the order within the 14 days trial period, customer would be charged the remaining amount of the product and will be put on the auto shipment subscription.
After the trial expired, *** was charged for the actual cost of the serum on October 10th, 2019 and was enrolled in our monthly subscription program. On October 14th, 2019, she contacted us to inquire about the charge and also threatened our representative that she would get in touch with the Revdex.com. Our representative explained her the charge and elaborated our company's policies for her; after which, she requested a cancellation and demanded a refund. Hence, our representative fulfilled her request of cancellation by cancelling her account for the serum effective immediately and offered her a 40% refund to which she agreed and was satisfied with the provided resolution.
On the other hand, as she was not charged for the cream; our representative advised her to return that product back by obtaining the RMA (Return Merchandise Authorization) number in order to cancel that account without proceeding with any further payments getting charged to her. On the contrary, he advised her to pay the least discounted price of $19.99 for the cream and keep it as a one-time order. However, she agreed on neither of the options therefore, our representative forwarded her cancellation request for the cream to our higher authorities for further consideration.
Moving forward, her account for the cream was cancelled as an exception on October 24th, 2019 and she was not charged again from our company. Even so, our records show that she filed a chargeback against the charge of the serum on October 18th, 2019 and for the shipping and handling charge of the cream on October 25th, 2019.
Whence, we sincerely apologize but our support department has lost the access/authority to process any further activities on her account as the matter has turned into a legal matter of our company and is being dealt by our legal team. However, if *** needs to inquire about the charge or about the account status, she is more than welcome to contact our 24/7 customer support department via call or email and any of our live representative would love to assist her further.
We appreciate the opportunity of being at your service.
Regards,
Customer Support Manager

Dear Sir/Madame,
We appreciate that Michelle posted her review and we're sorry to hear that her experience with our product was not of the quality she expected. We will definitely use the feedback to make our products and our services better and we will also try to ensure that standards are met in future.
However, we have reviewed her account and have confirmed that it's been cancelled out effective immediately from November 05th, 2019 and all her bank details have also been deactivated.
Furthermore, for any help or assistance please do not hesitate to contact us through our 24/7 customer support center and speak to our customer support executives or she can just send an email, any of our executives would be more than happy to help her out.
We appreciate the opportunity of being at your service.
Regards,
Customer Support Manager

Customer Name:***
Complaint ID: ***
Dear Sir /Madam,
We would like to bring into your notice that, it is mandatory to accept the terms before placing the order. Please note that despite putting all the credit card details, the order does not go through until unless you check mark on the box which states, "I agree that I am 18 years of age and agree to the Terms & Conditions and the Privacy policy". Upon checking on the box, the terms of the program appears on the screen. When customer reads the all the terms and scroll down, the "Accept" button is activated at the end. Once the customer accepts the terms and click on "Submit" button the order goes through and shipping and charges are applied. However, we would like you to review our policies. For the reference the cancellation and refund policy stated in our Terms & Conditions are mentioned below:
TRIAL OFFER AND SUBSCRIPTION
The Company also offers a 14 day trial offer of Product, conveniently coupled with automatic enrollment in Company's subscription service ("Subscription"). We are confident you will enjoy using the Product, and invite you to try it. However, you are only eligible to receive a single 14 day trial offer from the Company. The 14 day trial offer includes a full 30 day supply of Product and an automatic enrollment in a subscription. By submitting an order for a trial offer, you agree to pay a non-refundable shipping and handling fee as will be detailed on the Website prior to checkout, but is generally less than $6.95. Please note that shipping and handling fee will appear as two separate charges on your credit card statement.
If you are not satisfied with the Product in your trial offer, you should immediately contact customer service representatives to process a cancellation. Alternatively, you may send an email with "Cancellation" as the written subject heading, to ***. In the event that your email fails to contain the appropriate subject heading, your cancellation may not be processed.
Your 14 day trial offer use period begins from the date your order is submitted on the Website. To avoid automatic enrollment in a subscription, you must cancel your trial before expiration of the 14 day trial period. If you cancel your Subscription before the end of the 14 day trial offer use period, you will receive a Return Merchandise Authorization ("RMA") number via email to return the Product. Returns of the Product must be made within 14 days from the date the RMA issues. If the Company receives the product within the 14 day return period, the Company: (1) WILL NOT charge you for the Product (but the Company does not refund amounts paid for shipping and handling); (2) WILL NOT enroll you in a subscription; and (3) WILL NOT send any additional Product to you. Typically Products are delivered within three to five business days from the order date. If you do not receive your Product within five business days after placing an order, please contact our customer service representative for an estimated delivery date and/or tracking information.
In the event that you do not cancel, in writing, before the end of the 14 day trial offer period, the Company will automatically enroll you in a subscription and charge the credit/debit card on file with your account the full retail price for Product each month as posted on the Website. The trial offer comes with a full 30 day supply.
REFUND POLICY AND PROCEDURE.
All sales are final once the Product is delivered by the Company to the carrier. However, the Company, in its sole discretion, may offer a refund of up to the purchase price for authorized, returned products. The Company is entitled to retain a restocking fee of $20.00 or 20% of the total purchase price, whichever is greater. Due to the nature of the Product, the Company can only process refund for unused Product returned in an acceptable condition suitable for resale, received within 30 days from the date the order is placed. If you are not satisfied with your purchase, please call customer service at ***, and a customer service representative will assist you in processing any eligible refund request pursuant to the Company's Refund Policy and in the Company's sole discretion.
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 an RMA number and to process your refund request. By way of illustration and not limitation, packages marked "Return to Sender" or "Refused" WILL NOT be eligible for refunds. All refund requests require three to five business days for approval.
By completing an order, you acknowledge, understand, and agree to be bound by the Refund Policy and Procedure stated herein. You also acknowledge and understand that adherence to the Refund Policy and Procedure is strictly required and is your sole responsibility. You acknowledge that failure to follow the Refund Policy and Procedure, including you're obtaining an authorized RMA, may result in Company's inability to authorize or process a refund.
Case Summary:
According to our records,*** visited our website and placed an order for our products Prache Anti-Aging serum and Prache Anti-Aging cream on November 02nd 2019. Upon placing the order, *** accepted to our company's terms and conditions which clearly stated that if the customer does not cancel the order within the 14 days trial period, customer would be charged the remaining amount of the product and will be put on the auto shipment subscription.
After her trial expired, we tried to charge her for the actual costs of each product on November 16th, 2019 but the charges were declined by her bank/card company. Thereafter, we attempted again to charge her for each of the product on November 19th, 2019; however, the charge for the cream went through successfully and that account was enrolled in our monthly subscription program. After the charge went through, *** contacted our customer support department on November 19th, 2019 to inquire about the charge. Our representative educated her regarding the charge for the cream and elaborated our company's policies for her, she immediately requested cancellation and also demanded refund. Therefore, our representative cancelled her account for the cream effective immediately and she mentioned in the conversation that she was going to go through a surgery; hence, to save her from the hassle of returning our product back, our representative offered her partial refunds as a courtesy. But, she was not satisfied with our offers; thus, our representative provided her the RMA (Return Merchandize Authorization) number for the cream to obtain a maximum refund subjecting a restocking fee of $20 upon receiving the product. She took the return information but was not satisfied; therefore, our representative provided her a 50% refund as well and asked her to return the cream back for a maximum refund of the remaining amount subjected to a $20 restocking fee. So, as per our records it indicates that she accepted the offer and went satisfied.
On the other hand, as mentioned above; we attempted a charge for the serum on November 19th, 2019 as well but the charge was declined by her bank/card company. Thereafter, we made our last attempt to charge her for the serum on November 22nd, 2019; however, that charge was also declined by her bank/card company. Therefore, due to multiple attempts of declined charges; her account for the serum was also cancelled effective immediately on November 29th, 2019.
Furthermore, if she requires any further assistance or if has any concerns/queries, she can definitely reach us out on our 24/7 customer support department and any of live representative would love to help her out.
We appreciate the opportunity of being at your service.
Regards,
Customer Support Manager

Customer Name: ***
Complaint ID: ***

Dear Sir /Madam,
We would like to bring into your notice that, it is mandatory to accept the terms before placing the order. Please note that despite putting all the credit card details, the order does not go through until unless you check mark on the box which states, "I agree that I am 18 years of age and agree to the Terms & Conditions and the Privacy policy". Upon checking on the box, the terms of the program appears on the screen. When customer reads the all the terms and scroll down, the "Accept" button is activated at the end. Once the customer accepts the terms and click on "Submit" button the order goes through and shipping and charges are applied. However, we would like you to review our policies. For the reference the cancellation and refund policy stated in our Terms & Conditions are mentioned below:
TRIAL OFFER AND SUBSCRIPTION
The Company also offers a 14 day trial offer of Product, conveniently coupled with automatic enrollment in Company's subscription service ("Subscription"). We are confident you will enjoy using the Product, and invite you to try it. However, you are only eligible to receive a single 14 day trial offer from the Company. The 14 day trial offer includes a full 30 day supply of Product and an automatic enrollment in a subscription. By submitting an order for a trial offer, you agree to pay a non-refundable shipping and handling fee as will be detailed on the Website prior to checkout, but is generally less than $6.95. Please note that shipping and handling fee will appear as two separate charges on your credit card statement.
If you are not satisfied with the Product in your trial offer, you should immediately contact customer service representatives to process a cancellation. Alternatively, you may send an email with "Cancellation" as the written subject heading, to [email protected]. In the event that your email fails to contain the appropriate subject heading, your cancellation may not be processed.
Your 14 day trial offer use period begins from the date your order is submitted on the Website. To avoid automatic enrollment in a subscription, you must cancel your trial before expiration of the 14 day trial period. If you cancel your Subscription before the end of the 14 day trial offer use period, you will receive a Return Merchandise Authorization ("RMA") number via email to return the Product. Returns of the Product must be made within 14 days from the date the RMA issues. If the Company receives the product within the 14 day return period, the Company: (1) WILL NOT charge you for the Product (but the Company does not refund amounts paid for shipping and handling); (2) WILL NOT enroll you in a subscription; and (3) WILL NOT send any additional Product to you. Typically Products are delivered within three to five business days from the order date. If you do not receive your Product within five business days after placing an order, please contact our customer service representative for an estimated delivery date and/or tracking information.
In the event that you do not cancel, in writing, before the end of the 14 day trial offer period, the Company will automatically enroll you in a subscription and charge the credit/debit card on file with your account the full retail price for Product each month as posted on the Website. The trial offer comes with a full 30 day supply.
REFUND POLICY AND PROCEDURE.
All sales are final once the Product is delivered by the Company to the carrier. However, the Company, in its sole discretion, may offer a refund of up to the purchase price for authorized, returned products. The Company is entitled to retain a restocking fee of $20.00 or 20% of the total purchase price, whichever is greater. Due to the nature of the Product, the Company can only process refund for unused Product returned in an acceptable condition suitable for resale, received within 30 days from the date the order is placed. If you are not satisfied with your purchase, please call customer service at ***, and a customer service representative will assist you in processing any eligible refund request pursuant to the Company's Refund Policy and in the Company's sole discretion.
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 an RMA number and to process your refund request. By way of illustration and not limitation, packages marked "Return to Sender" or "Refused" WILL NOT be eligible for refunds. All refund requests require three to five business days for approval.
By completing an order, you acknowledge, understand, and agree to be bound by the Refund Policy and Procedure stated herein. You also acknowledge and understand that adherence to the Refund Policy and Procedure is strictly required and is your sole responsibility. You acknowledge that failure to follow the Refund Policy and Procedure, including you're obtaining an authorized RMA, may result in Company's inability to authorize or process a refund.
Case Summary:
According to our records, *** visited our website and placed an order for our products Prache Anti-Aging cream and Prache Anti-Aging serum on October 31st, 2019. Upon placing the order, *** accepted to our company's terms and conditions, which clearly stated that if the customer does not cancel the order within the 14 days trial period, customer would be charged the remaining amount of the product and will be put on the auto shipment subscription.
After the expiration of her trial, *** was charged for the actual costs of each products and was enrolled in our monthly subscription program. On November 18th, 2019 she called our support department to inquire about the charges. Our representative educated her that what she was charged for and elaborated our company's policies. Upon getting knowledge of what she opted for, she demanded a cancellation and refund. Our representative cancelled her account effective immediately and before he could assist her further, she threatened him that she would contact the Revdex.com and disconnected the line.
Later on the same day, she called us again to demand a refund. After initiating the call, she threatened our representative that she would cancel her credit card and would get in touch with the Revdex.com. Thus, our representative directly proceeded towards assisting her with her concern and offered her to either return the product back by obtaining the RMA (Return Merchandize Authorization) Number and upon receiving the package; we would provide her a maximum refund subjecting a $20 restocking fee or keep the product and accept a 50% refund. As she went ahead with returning the product, our representative provided her the RMA (Return Merchandize Authorization) Number and 30 days to return the product back. Moreover, he even explained her our return procedure and she went satisfied.
On November 19th, 2019, our higher management processed a full refund on her account for the serum as an exception and to inform about the activity which was processed, one of our manager tried to get in touch with on November 20th, 2019 but as she was not available; he left a voice message.
Moving forward, on November 25th, 2019 *** contacted our support department again to provide us the tracking number of the package she returned back to us and as per that, it showed that the package was returned to us on November 21st, 2019. The tracking number is as follows:
Tracking Number: ***
Therefore, our representative informed her about the full refund which was already processed for the serum and went ahead with processing a refund subjecting $20 as the restocking fee for the cream. However, she was not satisfied to accept the refund that we offered for the cream and threatened our representative again that she would contact the Revdex.com. As she accepted the offer on November 18th, 2019, our representative tried to explain her that but she kept on threatening and was not satisfied. Hence, our representative had a word with one of our available managers and as an exception, we bended our company's policies just for her satisfaction by waiving off $10 from the restocking fee and she accepted the offer. Thus, our representative went ahead with processing a maximum refund subjecting $10 for the cream as well.
Furthermore, on December 03rd, 2019 we received a chargeback from ***'s card company/bank against the charge for the cream. Thereafter, our support department no longer has access to make further changes on her account and the dispute is going to be dealt by our Legal Team. Therefore, if *** requires any further assistance regarding the charge, we would appreciate if she could contact her bank/card company; however, if she needs to inquire about the charges or the account status, sh

We would like to bring into your notice that, it is mandatory to accept the terms before placing the order. Please note that despite putting all the credit card details, the order does not go through until unless you check mark on the box which states, "I agree that I am 18 years of age and agree to the Terms & Conditions and the Privacy policy". Upon checking on the box, the terms of the program appears on the screen. When customer reads the all the terms and scroll down, the "Accept" button is activated at the end. Once the customer accepts the terms and click on "Submit" button the order goes through and shipping and charges are applied. However, we would like you to review our policies. For the reference the cancellation and refund policy stated in our Terms & Conditions are mentioned below:
TRIAL OFFER AND SUBSCRIPTION
The Company also offers a 14 day trial offer of Product, conveniently coupled with automatic enrollment in Company's subscription service ("Subscription"). We are confident you will enjoy using the Product, and invite you to try it. However, you are only eligible to receive a single 14 day trial offer from the Company. The 14 day trial offer includes a full 30 day supply of Product and an automatic enrollment in a subscription. By submitting an order for a trial offer, you agree to pay a non-refundable shipping and handling fee as will be detailed on the Website prior to checkout, but is generally less than $6.95. Please note that shipping and handling fee will appear as two separate charges on your credit card statement.
If you are not satisfied with the Product in your trial offer, you should immediately contact customer service representatives to process a cancellation. Alternatively, you may send an email with "Cancellation" as the written subject heading, to ***. In the event that your email fails to contain the appropriate subject heading, your cancellation may not be processed.
Your 14 day trial offer use period begins from the date your order is submitted on the Website. To avoid automatic enrollment in a subscription, you must cancel your trial before expiration of the 14 day trial period. If you cancel your Subscription before the end of the 14 day trial offer use period, you will receive a Return Merchandise Authorization ("RMA") number via email to return the Product. Returns of the Product must be made within 14 days from the date the RMA issues. If the Company receives the product within the 14 day return period, the Company: (1) WILL NOT charge you for the Product (but the Company does not refund amounts paid for shipping and handling); (2) WILL NOT enroll you in a subscription; and (3) WILL NOT send any additional Product to you. Typically Products are delivered within three to five business days from the order date. If you do not receive your Product within five business days after placing an order, please contact our customer service representative for an estimated delivery date and/or tracking information.
In the event that you do not cancel, in writing, before the end of the 14 day trial offer period, the Company will automatically enroll you in a subscription and charge the credit/debit card on file with your account the full retail price for Product each month as posted on the Website. The trial offer comes with a full 30 day supply.
REFUND POLICY AND PROCEDURE.
All sales are final once the Product is delivered by the Company to the carrier. However, the Company, in its sole discretion, may offer a refund of up to the purchase price for authorized, returned products. The Company is entitled to retain a restocking fee of $20.00 or 20% of the total purchase price, whichever is greater. Due to the nature of the Product, the Company can only process refund for unused Product returned in an acceptable condition suitable for resale, received within 30 days from the date the order is placed. If you are not satisfied with your purchase, please call customer service at 1-888-801-2785, and a customer service representative will assist you in processing any eligible refund request pursuant to the Company's Refund Policy and in the Company's sole discretion.
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 an RMA number and to process your refund request. By way of illustration and not limitation, packages marked "Return to Sender" or "Refused" WILL NOT be eligible for refunds. All refund requests require three to five business days for approval.
By completing an order, you acknowledge, understand, and agree to be bound by the Refund Policy and Procedure stated herein. You also acknowledge and understand that adherence to the Refund Policy and Procedure is strictly required and is your sole responsibility. You acknowledge that failure to follow the Refund Policy and Procedure, including you're obtaining an authorized RMA, may result in Company's inability to authorize or process a refund.
Case Summary:
According to our records, *** visited our website and placed an order for our products Prache Anti-Aging serum and Prache Anti-Aging cream on October 28th, 2019. Upon placing the order, she accepted to our company's terms and conditions which clearly stated that if the customer does not cancel the order within the 14 days trial period, customer would be charged the remaining amount of the products and will be put on the auto shipment subscription.
After the expiration of her trial, *** was charged for the actual cost of the cream on November 11th, 2019 and on November 12th, 2019, she was charged for the actual cost of the serum and was enrolled in our monthly subscription program. Moving forward, she called us on November 14th, 2019 to inquire about the charges. Our representative elaborated our company's policies to her and educated her about the charge. After getting the knowledge of what she opted for, she requested cancellation; hence, our representative fulfilled her request by cancelling out both accounts effective immediately. Thereafter, our representative inquired that if there was any further assistance required or not, but our records show that she disconnected the line. Our representative even tried to call her back but unfortunately, she was not available to answer our call; thus, our representative left a voice message for her further convenience and also escalated her details to our higher authorities for further consideration as she was not satisfied with just cancellation.
Furthermore, our recent records indicate that *** called us on November 20th, 2019 and demanded a refund as she was not satisfied with the charges. Therefore, our representative assisted her by providing a 40% refund after her consent. However, if she still has any concerns/queries or if she requires any further assistance, she can definitely contact us on 24/7 customer support number and any of our live representative would love to help out.
We appreciate the opportunity of being at your service.
Regards,
Customer Support Manager

Customer Name: ***
Complaint ID: ***
Dear Sir /Madam,
We would like to bring into your notice that, it is mandatory to accept the terms before placing the order. Please note that despite putting all the credit card details, the order does not go through until unless you check mark on the box which states, "I agree that I am 18 years of age and agree to the Terms & Conditions and the Privacy policy". Upon checking on the box, the terms of the program appears on the screen. When customer reads the all the terms and scroll down, the "Accept" button is activated at the end. Once the customer accepts the terms and click on "Submit" button the order goes through and shipping and charges are applied. However, we would like you to review our policies. For the reference the cancellation and refund policy stated in our Terms & Conditions are mentioned below:
TRIAL OFFER AND SUBSCRIPTION
The Company also offers a 14 day trial offer of Product, conveniently coupled with automatic enrollment in Company's subscription service ("Subscription"). We are confident you will enjoy using the Product, and invite you to try it. However, you are only eligible to receive a single 14 day trial offer from the Company. The 14 day trial offer includes a full 30 day supply of Product and an automatic enrollment in a subscription. By submitting an order for a trial offer, you agree to pay a non-refundable shipping and handling fee as will be detailed on the Website prior to checkout, but is generally less than $6.95. Please note that shipping and handling fee will appear as two separate charges on your credit card statement.
If you are not satisfied with the Product in your trial offer, you should immediately contact customer service representatives to process a cancellation. Alternatively, you may send an email with "Cancellation" as the written subject heading, to ***. In the event that your email fails to contain the appropriate subject heading, your cancellation may not be processed.
Your 14 day trial offer use period begins from the date your order is submitted on the Website. To avoid automatic enrollment in a subscription, you must cancel your trial before expiration of the 14 day trial period. If you cancel your Subscription before the end of the 14 day trial offer use period, you will receive a Return Merchandise Authorization ("RMA") number via email to return the Product. Returns of the Product must be made within 14 days from the date the RMA issues. If the Company receives the product within the 14 day return period, the Company: (1) WILL NOT charge you for the Product (but the Company does not refund amounts paid for shipping and handling); (2) WILL NOT enroll you in a subscription; and (3) WILL NOT send any additional Product to you. Typically Products are delivered within three to five business days from the order date. If you do not receive your Product within five business days after placing an order, please contact our customer service representative for an estimated delivery date and/or tracking information.
In the event that you do not cancel, in writing, before the end of the 14 day trial offer period, the Company will automatically enroll you in a subscription and charge the credit/debit card on file with your account the full retail price for Product each month as posted on the Website. The trial offer comes with a full 30 day supply.
REFUND POLICY AND PROCEDURE.
All sales are final once the Product is delivered by the Company to the carrier. However, the Company, in its sole discretion, may offer a refund of up to the purchase price for authorized, returned products. The Company is entitled to retain a restocking fee of $20.00 or 20% of the total purchase price, whichever is greater. Due to the nature of the Product, the Company can only process refund for unused Product returned in an acceptable condition suitable for resale, received within 30 days from the date the order is placed. If you are not satisfied with your purchase, please call customer service at ***, and a customer service representative will assist you in processing any eligible refund request pursuant to the Company's Refund Policy and in the Company's sole discretion.
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 an RMA number and to process your refund request. By way of illustration and not limitation, packages marked "Return to Sender" or "Refused" WILL NOT be eligible for refunds. All refund requests require three to five business days for approval.
By completing an order, you acknowledge, understand, and agree to be bound by the Refund Policy and Procedure stated herein. You also acknowledge and understand that adherence to the Refund Policy and Procedure is strictly required and is your sole responsibility. You acknowledge that failure to follow the Refund Policy and Procedure, including you're obtaining an authorized RMA, may result in Company's inability to authorize or process a refund.
Case Summary:
According to our records, *** visited our website and placed an order for our product Prache Anti-Aging cream on August 14th, 2019. Upon placing the order, *** accepted to our company's terms and conditions which clearly stated that if the customer does not cancel the order within the 14 days trial period, customer would be charged the remaining amount of the product and will be put on the auto shipment subscription.
After the expiration of her trial, *** was charged for the actual cost of the cream on August 31st, 2019 and was enrolled in our monthly subscription program. On October 04th, 2019, she was charged for the second shipment of the product and moving forward, as she was a member of our auto-ship program; we attempted a charge for the third shipment of the product but, as her bank/card company declined the charge, her account was automatically cancelled effective immediately from November 07th, 2019 and we did not attempted any further charges on her account.
Now, we would like to clarify the confusion that, the name appearing on ***'s statement; those names are of our active merchants; and, we would also like to highlight that, our support department was never notified from her end about the inconvenience she was facing; hence, because of being unaware about the situation, we considered *** our valuable customer and enrolled her in our monthly auto-ship subscription. As per our policies which she accepted upon placing the order, she could have requested a cancellation at any time. However, as mentioned above; we were never notified about her concerns.
Therefore, we sincerely apologize for the inconvenience which she had to face and we would like to assure her that, her account is cancelled and no more attempts of any charge will be made but, if she requires any assistance or if she has any concerns/queries, she can definitely contact our 24/7 customer support department and any of our live representative would love to help her out.
We appreciate the opportunity of being at your service.
Regards,
Customer Support Manager

Customer Name: ***
Complaint ID: ***
Dear Sir /Madam,
We would like to bring into your notice that, it is mandatory to accept the terms before placing the order. Please note that despite putting all the credit card details, the order does not go through until unless you check mark on the box which states, "I agree that I am 18 years of age and agree to the Terms & Conditions and the Privacy policy". Upon checking on the box, the terms of the program appears on the screen. When customer reads the all the terms and scroll down, the "Accept" button is activated at the end. Once the customer accepts the terms and click on "Submit" button the order goes through and shipping and charges are applied. However, we would like you to review our policies. For the reference the cancellation and refund policy stated in our Terms & Conditions are mentioned below:
TRIAL OFFER AND SUBSCRIPTION
The Company also offers a 14 day trial offer of Product, conveniently coupled with automatic enrollment in Company's subscription service ("Subscription"). We are confident you will enjoy using the Product, and invite you to try it. However, you are only eligible to receive a single 14 day trial offer from the Company. The 14 day trial offer includes a full 30 day supply of Product and an automatic enrollment in a subscription. By submitting an order for a trial offer, you agree to pay a non-refundable shipping and handling fee as will be detailed on the Website prior to checkout, but is generally less than $6.95. Please note that shipping and handling fee will appear as two separate charges on your credit card statement.
If you are not satisfied with the Product in your trial offer, you should immediately contact customer service representatives to process a cancellation. Alternatively, you may send an email with "Cancellation" as the written subject heading, to ***. In the event that your email fails to contain the appropriate subject heading, your cancellation may not be processed.
Your 14 day trial offer use period begins from the date your order is submitted on the Website. To avoid automatic enrollment in a subscription, you must cancel your trial before expiration of the 14 day trial period. If you cancel your Subscription before the end of the 14 day trial offer use period, you will receive a Return Merchandise Authorization ("RMA") number via email to return the Product. Returns of the Product must be made within 14 days from the date the RMA issues. If the Company receives the product within the 14 day return period, the Company: (1) WILL NOT charge you for the Product (but the Company does not refund amounts paid for shipping and handling); (2) WILL NOT enroll you in a subscription; and (3) WILL NOT send any additional Product to you. Typically Products are delivered within three to five business days from the order date. If you do not receive your Product within five business days after placing an order, please contact our customer service representative for an estimated delivery date and/or tracking information.
In the event that you do not cancel, in writing, before the end of the 14 day trial offer period, the Company will automatically enroll you in a subscription and charge the credit/debit card on file with your account the full retail price for Product each month as posted on the Website. The trial offer comes with a full 30 day supply.
REFUND POLICY AND PROCEDURE.
All sales are final once the Product is delivered by the Company to the carrier. However, the Company, in its sole discretion, may offer a refund of up to the purchase price for authorized, returned products. The Company is entitled to retain a restocking fee of $20.00 or 20% of the total purchase price, whichever is greater. Due to the nature of the Product, the Company can only process refund for unused Product returned in an acceptable condition suitable for resale, received within 30 days from the date the order is placed. If you are not satisfied with your purchase, please call customer service at *** and a customer service representative will assist you in processing any eligible refund request pursuant to the Company's Refund Policy and in the Company's sole discretion.
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 an RMA number and to process your refund request. By way of illustration and not limitation, packages marked "Return to Sender" or "Refused" WILL NOT be eligible for refunds. All refund requests require three to five business days for approval.
By completing an order, you acknowledge, understand, and agree to be bound by the Refund Policy and Procedure stated herein. You also acknowledge and understand that adherence to the Refund Policy and Procedure is strictly required and is your sole responsibility. You acknowledge that failure to follow the Refund Policy and Procedure, including you're obtaining an authorized RMA, may result in Company's inability to authorize or process a refund.
Case Summary:
According to our records, *** visited our website and placed an order for our products Prache Anti-Aging serum and Prache Anti-Aging cream on September 19th, 2019. Upon placing the order, Rhonda accepted to our company's terms and conditions which clearly stated that if the customer does not cancel the order within the 14 days trial period, customer would be charged the remaining amount of the product and will be put on the auto shipment subscription.
On October 01st, 2019, *** contacted our customer support department to inquire about the expected delivery date for her package. Hence, our representative provided her the required information and also informed her about the trial expiration date. After receiving the package, she called us on October 03rd, 2019 and requested cancellation as she was not left with enough time to try our products out; thus, our representative apologized for the delay in the product delivery and offered her an extension in her trial. She accepted the offer and thereafter, her trial period was extended till October 19th, 2019 and that gave her a leverage to try the products out for a longer time period.
As her trial expired October 19th, 2019, she was charged for the actual costs of each product she ordered and on the same day, she contacted us again to request a cancellation and a refund. Our representative assisted her and cancelled her account effective immediately. Moving forward, as our representative was assisting her with her refund concern, she threatened our representative that she would proceed with taking actions through her bank. Hence, our representative offered her partial refunds for the amounts which were charged in order to save her from the hassle of returning the products; but, she was not satisfied with that option. Thus, our representative offered her the RMA (Return Merchandize Authorization) number to return the product back for a maximum refund subjecting a restocking fee of $20 out of each charge. However, she was still not satisfied and threatened our representative again that she would get in touch with the Revdex.com and the Consumer Protection agency and disconnected the line. Therefore, our representative escalated her refund request to our higher authorities for further consideration.
Moving forward, she contacted us again on October 21st, 2019 regarding her full refund concern. Before, our representative could proceed with assisting her, she threatened our representative that she would contact her bank, would get in touch with an Attorney, would contact her Credit Bureau and would also hire a Lawyer. Hence, our representative still tried to resolve her concern but as she was not satisfied with the options which were offered to her previously; therefore, our representative consulted the available supervisor and after the supervisor's authorization, he offered her to return the products back and waived off the restocking fee to $10 for each product. As she accepted the offer, our representative provided her the RMA number and guided her with the return procedure.
As per our records; on October 24th, 2019, we received a chargeback against the charges which we agreed to refund her upon receiving the returns of our products subjecting $10 out of each charge. Now, after receiving the chargebacks; the charges went under a legal investigation and our support team lost the access/authorization to process any activities on her accounts.
Therefore, we would like to advise *** to contact her bank for further inquiry about the status of chargeback which she filed. However, if she still has any concerns related to our charges or in needs to inquire about her account status, she could definitely contact us back.
We appreciate the opportunity of being at your service.
Regards,
Customer Support

Dear Sir/Madam,

We sincerely apologize for any misunderstanding and for inconvenience caused from it. Rollon Skin only exchange services and products online and our records are showing that your order request was received by us through our company's webpage. Furthermore, we would also like to bring this into your notice that after her agreement on sending the products back for refunds, while our team was waiting for package's arrival, we were notified but our team that she has filed a dispute against the charges with her cardholder or bank on $109.00 and $103.00 (charged on July 19th, 2019). Therefore, we are no longer authorized to issue any sort of credit/refund for this amount.
As her bank/credit card company is looking into this matter, we would appreciate if she reaches out to them for further help or information regarding these transactions. However, if she has any concerns or questions about her order, can definitely contact us through our customer support contact number or can even send us email and our team would be happy to assist.

We appreciate the opportunity of being at your service.

Regards,
Customer Support Manager

Dear Sir/Madam,
We truly regret the inconvenience you faced. However, According to our records, Richard Cooke visited our website and placed an order for our product Prache Anti-Aging cream on October 31st, 2019. Upon placing the order, he accepted to our company's terms and conditions which clearly stated that if the customer does not cancel the order within the 14 days trial period, customer would be charged the remaining amount of the product and will be put on the auto shipment subscription.
Moreover, at the time of placing the order each customer is obligated to agree upon our company's terms & conditions before the order could be placed. However, we do understand that most of the times, customers do overlook the policies in an online order and we even apologize for this unfortunate experience. But our records indicate that, his account was cancelled for the cream effective immediately from November 14th, 2019 and a 60% refund was also processed as Richard accepted the offer.
Furthermore, if Richard requires any further assistance or if he has any further concerns/queries, he can contact our 24/7 customer support department at any time and any of our live representative would love to help him out.
We appreciate the opportunity of being at your service.
Regards,
Customer Service Manager.

Dear Sir/Madam,
We sincerely apologize for the inconvenience faced by the customer; however, our records indicate that Richard already had a word with one of our live representative on November 14th, 2019. As per the conversation history, he already accepted a 60% partial refund and has already been deposited back in his account.
Still, if Richard requires any further assistance or if he has any further queries, he can always contact our 24/7 customer service department and any of our live representative would love to help him out.
Regards,
Customer Service Manager.

Customer Name: ***
Complaint ID: ***
Dear Sir /Madam,
We would like to bring into your notice that, it is mandatory to accept the terms before placing the order. Please note that despite putting all the credit card details, the order does not go through until unless you check mark on the box which states, "I agree that I am 18 years of age and agree to the Terms & Conditions and the Privacy policy". Upon checking on the box, the terms of the program appears on the screen. When customer reads the all the terms and scroll down, the "Accept" button is activated at the end. Once the customer accepts the terms and click on "Submit" button the order goes through and shipping and charges are applied. However, we would like you to review our policies. For the reference the cancellation and refund policy stated in our Terms & Conditions are mentioned below:
TRIAL OFFER AND SUBSCRIPTION
The Company also offers a 14 day trial offer of Product, conveniently coupled with automatic enrollment in Company's subscription service ("Subscription"). We are confident you will enjoy using the Product, and invite you to try it. However, you are only eligible to receive a single 14 day trial offer from the Company. The 14 day trial offer includes a full 30 day supply of Product and an automatic enrollment in a subscription. By submitting an order for a trial offer, you agree to pay a non-refundable shipping and handling fee as will be detailed on the Website prior to checkout, but is generally less than $6.95. Please note that shipping and handling fee will appear as two separate charges on your credit card statement.
If you are not satisfied with the Product in your trial offer, you should immediately contact customer service representatives to process a cancellation. Alternatively, you may send an email with "Cancellation" as the written subject heading, to ***. In the event that your email fails to contain the appropriate subject heading, your cancellation may not be processed.
Your 14 day trial offer use period begins from the date your order is submitted on the Website. To avoid automatic enrollment in a subscription, you must cancel your trial before expiration of the 14 day trial period. If you cancel your Subscription before the end of the 14 day trial offer use period, you will receive a Return Merchandise Authorization ("RMA") number via email to return the Product. Returns of the Product must be made within 14 days from the date the RMA issues. If the Company receives the product within the 14 day return period, the Company: (1) WILL NOT charge you for the Product (but the Company does not refund amounts paid for shipping and handling); (2) WILL NOT enroll you in a subscription; and (3) WILL NOT send any additional Product to you. Typically Products are delivered within three to five business days from the order date. If you do not receive your Product within five business days after placing an order, please contact our customer service representative for an estimated delivery date and/or tracking information.
In the event that you do not cancel, in writing, before the end of the 14 day trial offer period, the Company will automatically enroll you in a subscription and charge the credit/debit card on file with your account the full retail price for Product each month as posted on the Website. The trial offer comes with a full 30 day supply.
REFUND POLICY AND PROCEDURE.
All sales are final once the Product is delivered by the Company to the carrier. However, the Company, in its sole discretion, may offer a refund of up to the purchase price for authorized, returned products. The Company is entitled to retain a restocking fee of $20.00 or 20% of the total purchase price, whichever is greater. Due to the nature of the Product, the Company can only process refund for unused Product returned in an acceptable condition suitable for resale, received within 30 days from the date the order is placed. If you are not satisfied with your purchase, please call customer service at ***, and a customer service representative will assist you in processing any eligible refund request pursuant to the Company's Refund Policy and in the Company's sole discretion.
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 an RMA number and to process your refund request. By way of illustration and not limitation, packages marked "Return to Sender" or "Refused" WILL NOT be eligible for refunds. All refund requests require three to five business days for approval.
By completing an order, you acknowledge, understand, and agree to be bound by the Refund Policy and Procedure stated herein. You also acknowledge and understand that adherence to the Refund Policy and Procedure is strictly required and is your sole responsibility. You acknowledge that failure to follow the Refund Policy and Procedure, including you're obtaining an authorized RMA, may result in Company's inability to authorize or process a refund.
Case Summary:
According to our records, *** visited our website and placed an order for our products Prache Anti-Aging serum and Prache Anti-Aging cream on September 30th, 2019 using *** as her email. Upon placing the order, *** accepted to our company's terms and conditions which clearly stated that if the customer does not cancel the order within the 14 days trial period, customer would be charged the remaining amount of the product and will be put on the auto shipment subscription.
After the expiration of her trial, we tried to charge *** for the actual cost of the product Prache Anti-Aging cream on October 14th, 2019; however, the charge for the cream was declined by her bank/card company. Moving forward, as her trial also expired for the serum; we charged her for the actual cost of the Prache Anti-Aging serum on October 15th, 2019 and that went through successfully.
Thereafter, as the cost of the cream was not charged; we attempted multiple times to charge the actual cost of the cream. However, the charge did not went through as her bank/card company kept on declining the payment. Therefore, because of the multiple reattempts of unsuccessful charges; her account for the cream was automatically cancelled effective immediately from October 29th, 2019.
On the other hand, her account for the serum was still active and was enrolled in our monthly subscription and on November 06th, 2019, her card company called our customer support department on her behalf to inquire about the charge. Our representative educated the card company representative about our company policies which *** accepted at the time of placing the order and elaborated the charge as well. Hence, the card company representative requested a cancellation and our representative fulfilled that request by cancelling out the account effective immediately.
On November 18th, 2019, *** called our support department and demanded a refund. She claimed that she did not received the merchandise; thus, our representative provided her the tracking information for the package and confirmed her that the package was delivered to her as per the postal service on October 11th, 2019 but she refused to accept the information which was provided to her and kept on demanding a full refund. Now, as our records showed that the products were successfully delivered to her mailing address which she provided us at the time of placing the order; hence, our representative advised her to get the online delivery status changed in order to claim a full refund or as an alternative, he offered her a 70% refund maximum. However, she wasn't satisfied with any of the options. Thus, after a long discussion; our representative consulted the available supervisor and as an exception, we provided her a full refund for the charge which was charged for the serum and as per our records, she went satisfied with the provided resolution.
Furthermore, we would not be able to refund the shipping and handling charge as that is a third party charge and it goes to the Postal Service and as mentioned above, our records also indicates that the package was delivered to the given mailing address. Following is the tracking number for reference:
Tracking ID: ***
Hence, the charge which was charged for our product Prache Anti-Aging serum, has already been effective immediately on November 18th, 2019 and it would have taken 3 to 5 business days for the deposit to reflect back in her account. If *** requires any further assistance or if she has any concerns/queries, she can surely call our support number anytime and any of our live representative would be more than happy to help her out.
We appreciate the opportunity of being at your service.
Regards,
Customer Support Manager