NeoLife Returns | 100% Satisfaction Guarantee

DAMAGED OR MISSING ITEMS

For customers, Members and Promoters who place orders directly with NeoLife, it is your responsibility to report any shipping errors or damage on your orders. Please report these problems to your Field Support Representative as soon as possible. Give your Representative the Invoice Number or Order Number, located on the packing slip that came with the shipment. Your Representative will advise you what to do with the damaged item and make arrangements for any item missing from your order. NeoLife is not responsible for orders that are shipped by Promoters, and not ordered directly from the company.

CUSTOMER & MEMBER RETURNS

All NeoLife Nutritional Supplements, Personal Care, Skin Care and Home Care Products carry a 100% satisfaction guarantee. In the event that any NeoLife product a customer has purchased is not satisfactory to them, they may return the unused portion to (1) NeoLife or (2) the NeoLife Promoter from whom they purchased it. (1) NeoLife will offer a choice of replacement without charge; full credit toward the purchase of another NeoLife product; or a refund of the full purchase price less shipping and handling which the customer or Member is responsible for. All returns should be requested within 90 days of purchase. You will be issued a special Return Authorization number (RA#) for speedy processing, along with a return label. Include your name, NeoLife ID Number, and RA# on a sheet of paper and include it in the return package. Any necessary Bonus Volume and PV will be reversed and deducted from the uplines of record making the transaction revenue neutral for all parties. Allow between five (5) to eight (8) business days from the day we receive your return to receive replacement or a refund. This guarantee does not apply to products which have been intentionally damaged or misused. (2) If the product was purchased directly from a Promoter, the Promoter should then find out why they are dissatisfied. (Was the taste not what they expected? Was it not filling their needs?) Offer a choice of replacement without charge; full credit toward the purchase of another NeoLife product; or a refund of the full purchase price less shipping and handling which the customer is responsible for. This guarantee does not apply to products which have been intentionally damaged or misused.

• Promoters: When making customer refunds, simply take back the unused portions and call your Field Support Representative. You will be issued a special Return Authorization number (RA#) for speedy processing, along with a return label. Include your name, NeoLife ID Number, and RA# on a sheet of paper with an explanation of the reason for dissatisfaction. Allow between five (5) to eight (8) business days from the day we receive your return to receive replacement or a refund.
• Customers: If a customer who purchased directly from a Promoter contacts NeoLife directly, they will be referred back to the NeoLife Promoter from whom they purchased the item. If the customer has proof of purchase and is unsuccessful in their attempt to receive a product guarantee directly from the selling NeoLife Promoter, NeoLife reserves the right to honor the guarantee on behalf of the Promoter and make deductions from the selling Promoter’s account in accordance with this guarantee policy.

PROMOTER RETURNS

If a Promoter would like to return a product and does not want a replacement of the same product, NeoLife can refund their account. NeoLife will refund the full purchase price less shipping and handling and PV/BV will be deducted from their totals for the current month. If no PV/BV is in the account when the Return Authorization number (RA#) is set up for a refund, a percentage will be deducted from total refund amount. A restocking fee may also apply (10% restocking fee). All returns should be requested within 90 days of purchase. Keep this in mind when you are figuring your monthly totals. Make a note of the PV/BV amount and adjust your records accordingly. We do not accept returns for discontinued products that have stocked out as bonuses have been paid on these products and we no longer sell them. For additional information please refer to NeoLife’s Guarantee/Exchange and Repurchase Policy on page 15 of the Policies & Procedures.