Inc.5000 Nerium International
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Returns and Cancellations Policy


Cancellations

Monthly Auto-Delivery Orders and Monthly Subscriptions for the Advanced Business Center may be cancelled at any time by submitting a written notice at least five (5) business days prior to the next scheduled processing date. To cancel an Auto-Delivery Order or Monthly Subscription, submit a completed AutoDelivery/Monthly Subscription Cancellation Form via email to support@nerium.com or fax to (214) 390-9988.

Returns By Retail Customers

Return by Retail Customers. When a Brand Partner is selling products at retail price, the Brand Partner must issue a receipt to the retail customer regardless ofprice, and the receipt should be saved for at least six months. Brand Partners should use retail receipts and order sheets supplied by the Company. Retail receipt and order sheets must contain the following information, and before concluding a sales agreement with a retail customer, a Brand Partner must explain and help the retail customer understand the following:
  • a. The name of the product, quantity and price.
  • b. Brand Partner name, address, phone number, Brand Partner number, email.
  • c. Company name, address, telephone number.
  • d. Return period and method, and forms needed for cancelling.
  • e. Method and time of supplying product.
  • f. Conditions and procedures for product replacement or return and refund.
  • g. Issues concerning consumer complaints on damage compensation and dispute resolution between a consumer and a Brand Partner.
  • h. Trade agreement.
  • i. Requirements and mandatory legal entries needed for consumer damage relief.Selling goods to consumers is regulated by the Door-to-Door Sales Act. In selling products to consumers, a Brand Partner is obligated as an Independent Brand

Selling goods to consumers is regulated by the Door-to-Door Sales Act. In selling products to consumers, a Brand Partner is obligated as an Independent BrandPartner to have full knowledge of and adhere to the Act. A consumer may cancel his/her order or purchase agreement within fourteen days of receiving the retail receipt and order sheet. A consumer can cancel the order or the purchase agreement within 14 days of receiving the products, should the delivery arrive later thanthe retail receipt and order sheet, or within 14 days from the day the consumer becomes aware of or is assumed to have become aware of the relevant Company address. Should the Brand Partner fail to issue a receipt and order sheet, or to make all relevant entries in the receipt and order sheet, including the address of the Brand Partner or the Company, or should the address of the Brand Partner or the Company be changed after the receipt and order sheet is issued, and the consumeris unable to cancel within the predetermined time frame, then the consumer should first file for cancellation of purchase agreement with the Brand Partner he/she bought the products from. The consumer can only come to the Company for cancellation when it becomes difficult to file cancellation of purchase with the Brand Partner due to reasons prescribed in the Enforcement Ordinance of the Door-to-Door Sales Act, including unclear whereabouts of the Brand Partner. Refund or replacement does not apply to products destroyed or damaged due to consumer mistake, products whose value is significantly reduced due to partial use or consumption, products whose value is significantly reduced to the extent that they cannot be resold due to passage of time, duplicable products whose packaging is damaged, and others defined by law. Moreover, when returning a product that was sent with a free gift, the consumer has to return the gift with the product.

Returns by Brand Partners

A Brand Partner may cancel his/her order. However, returning the Starter Pack whose purchase is mandatory to sign up as a Brand Partner will be deemed as voluntary resignation of Brand Partner status, and the Brand Partner will have to submit a resignation request along with a return request. The Company accepts product returns by a Brand Partner on condition that the products being returned are not damaged or altered, and will refund the Brand Partner after deducting the commission generated and paid on the order returned, as well as the legal return fee from the cost of goods paid by the Brand Partner.
The legal return fee is determined under the following basis:
  • a. No deduction for products returned within one month of receiving the products.
  • b. 5% of product price for products returned after one month to within two months of receiving the products..
  • c. 7% of product price for products returned after two months to within three months of receiving the products.
  • d. Returns are not accepted for products after three months of receiving the products.

The Company shall refund the Brand Partner within three business days through bank transfer, credit card payment return request, etc. As for bank transfers, the refund will be credited to the Brand Partner account for commissions. In case the Brand Partner doesn’t return the product himself/herself, the Company may charge the Brand Partner for shipment to retrieve the product. The return process can be delayed only when information provided by the Brand Partner is incorrect or incomplete, rendering it impossible to process the return, until necessary information becomes available. Besides offsetting Brand Partner commission, the Company may readjust the Brand Partner’s “Highest Achieved” rank and the “Paid As” rank attained on the returned order. Moreover, the Company may readjust the “Highest Achieved” ranks and the “Paid As” ranks of the upline Brand Partners and require the commissions paid to be returned. The Company may contact the upline Brand Partners directly for the commission to be returned, or have it deducted from future commissions. Brand Partners must respond to Company request to have the commissions repaid. Not answering to such legitimate request by the Company may be deemed as a violation to the Policy Manual that could be subject to suspension or termination of Brand Partner status. Should there be a lawsuit on the case, the Brand Partner would not only be liable to pay back the commissions, but also to pay all the Company legal expenses incurred by the litigation.

Refund or Replacement does not apply to return requests for products destroyed or damaged due to Brand Partner’s mistake, products whose value is significantly reduced due to partial use or consumption, duplicable products whose packaging is damaged, and others defined by law. Moreover, when returning a product that was sent with a free gift, the consumer has to return the gift with the product.

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