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 product Prache Anti Aging cream on November 25th, 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, by paying postage for the product Prache Anti Aging cream on November 25th 2019 she chose to try our product. Her 14-days trial period got expired due to which her account was charged with the actual price of the product on December 26th, 2019. According to USPS, product shipped to ***'s address was delivered on December 6th, 2019. Here is USPS tracking number : ***.
While reviewing her account, we've noticed that she called our customer support center on December 27th, 2019 regarding the charge and as she was unaware, our support executive explained her on why the charge was taken out. He also notified her with the delivery status. *** then requested cancellation of her account. Our representative who was trying to help, informed her about the deals we had including reducing product price to just $59/$49 for future shipments and shipping a 30-day product at no cost as compensation. She agreed to get product shipped at no further cost but decided to get cancellation from automatic delivery program, therefore; her account is canceled and the product we shipped on January 27th got delivered on January 9th, 2020.
After having a product shipped, she called us on January 6th, 2020 and requested refund when our support representative informed her about the agreement made on January 9th, 2020. She hung up the call but then called once again on the same day requesting refund and she threatened to report our company to Revdex.com. After the manager's approval, our support representative offered 40% refund from the price but she refused to accept it and got her request forwarded to the higher management. While her refund request was in process, she made few calls about it and was requested to wait.
Then on January 30th 2020, she called to get an update on her refund request and she was told that we can provide 50% refund of the price. In spite of threats of being reported with Revdex.com, executive helped her with 50% refund and she accepted it.
Please be informed that her account with us for Prache Anti Aging cream has been canceled out since December 27th, 2019. Furthermore, we have also issued a refund of $51.50 against the charge taken out on December 26th 2019. We are sorry to say that shipping cost is non-refundable, and we may not be a big help in this matter. However, if she needs any assistance or help, she can definitely contact us through our customer support center where we have representatives available 24/7 for 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 cream, Pracheskin Cleanser and Prache Anti Aging serum on September 26th, 2019.
We are devastated to hear that she had such a bad experience with us. We are usually known for our great quality products and attention to detail in everything that we do. But we completely understand that our reputation is not something we should hide behind, therefore, we apologize and sorry to disappoint a customer.
While we apologize, we would like to explain you that our company doesn't offer or deal in samples or testers. We offer actual 30-days products to our customers with 14-days trial period to determine their effectiveness. If a customer isn't satisfied with the products then he/she has full rights to request cancellation at any time and avoid being charged for the products.
We've been able to review her account details and noticed that her bank account was charged for shipping and handling on September 26th 2020 for the products Prache Anti Aging cream and Prache Anti Aging serum along with $19.59 for the product Pracheskin Cleanser. Kindly note that Pracheskin Cleanser was a one-time order with no recurring charges. The products were then shipped using USPS (United States Postal Service) to her mailing address which was: (***
As per the agreement, when 14-days trial period ends, customer gets charged with the actual price of the products received during trial period. Therefore, at her trial expiration, her bank account was charged for the products and she was enrolled into our monthly subscription program.
On November 9th 2019, ***'s account was charged for the 2nd shipment of Prache Anti Aging cream and Prache Anti Aging serum. These products were shipped using USPS and can be tracked using tracking number which is: ***.
Then after 30-days from November 9th 2019, another shipment of Prache Anti Aging serum was mailed out on December 14th 2020 and shipment of Prache Anti Aging cream was shipped on December 17th, 2020. Following are the tracking numbers for your convenience: (***, ***).
Our records indicate that *** called our customer support center January 9th 2020. When she informed us that she had an allergic reaction by using our products, our support representative immediately cancelled out her accounts from any and all subscription programs. was concerned about the charges, she informed us that she would take this matter to Revdex.com. Our representative then tried to help by offering a partial 50% refund on her latest delivery. But, then after consulting with his superiors he processed a 70% partial refund. There is no obligation to return the products when a customer accepts a partial refund. Hence, *** agreed to get a partial credit for both of December's transactions.
Please be informed that her accounts for the products Prache Anti Aging serum and Prache Anti Aging cream have been deactivated since January 9th, 2020. We can no longer process any transactions onto her account. Furthermore, her bank account has been credited with $76.30 and $72.10 on January 9th, 2020.
We are always open for further discussions, please don't hesitate to call our support center. Our executives are available for 24/7 and would be happy to help!
We appreciate the opportunity of being at your service.
Regards,
Customer Support Manager

Dear Sir/Madame:
We thank Kandy for posting her review here and are really sorry as her interaction with our company was not of the quality she had expected.
After reviewing her account, we have noticed that the order she placed was actually for the 14-days trial offer. Our company doesn't deal in samples, instead we offer 30-day products to our customers so that they could try them before they get charged for the products. Therefore, on her cancellation request she was provided various different options for cancellation including returning products or paying reduced price for them. However, we would like to bring this into your notice that her accounts for the products Prache Anti Aging serum and Prache Anti Aging cream have now been deactivated. There will be no future charges and or shipments applied to the account.
For any further assistance, she can call our customer support center or can reach us through our email support. Our phone lines are open for 24/7 and our executives 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 product Prache Anti Aging cream on December 13th, 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, as per the agreement on December 13th 2019 she was charged with shipping of the product and then later on at her trial expiration, her account was charged with the actual price of the product Prache Anti Aging cream.
Our records are showing that *** called us regarding the charge on December 28th 2019. She informed us that she didn't receive the product. Our executive had realized it, so he asked for her permission to reship the product for no additional cost, she agreed to it but was concerned about the charge that had been posted on her account. So, our representative helped her with a 50% refund along with discount for future shipments, she agreed to it. Shipment processed on 28th was then delivered on January 10th, 2020. We also extended next billing date till February 23rd, 2020.
On January 9th 2020, we received an update from our team informing us that she has filed a dispute against the charge which we had already settled with refund and reshipment of the product.
Now, we regret to inform you that because of the charge back filed, we are no longer authorized to make any changes or issue any refunds to her account. However, please be assured that her account has been canceled out effective from January 9th, 2020. We request *** to contact her financial institution for any help about this charge. However, for order related details she can definitely call us on our customer support center. Our phone lines are open for 24/7 and would always be happy to help!
We appreciate the opportunity of being at your service.
Regards,
Customer Support Manager

Dear Sir/Madame:
We thank Jan for posting her review and we're sorry to hear that her experience was not of the quality she had expected. We will use the feedback to make us better and to ensure that standards are met in future.
Please be informed that the accounts for the products Prache Anti Aging cream and Prache Anti Aging serum have been deactivated effective from February 21st, 2020. Furthermore, after her agreement, she has been provided with return merchandise authorization numbers to return the products for refunds.
If any further assistance is required, please reach us out through our 24/7 customer support center and speak to our customer support executives, they would be happy to help!
We appreciate the opportunity of being at your service.
Regards,
Customer Support Manager

Dear Sir/Madame:
We sincerely apologize for any inconvenience caused.
Please be informed that while locating the account using her email address, we have noticed that the products Prache Anti Aging cream and Prache Anti Aging serum were ordered on January 3rd, 2020.
As per our records we have not yet received any email about cancellation. However, to be assisted with cancellation, it is required to contact our customer support center and speak to our customer support executives, our phone lines are open 24/7 and our representatives would be happy to help!
We appreciate the opportunity of being at your service.
Regards,
Customer Support Manager

Dear Sir/Madame:
We thank Cynthia for posting her review here and we are really sorry as her experience with was not of the quality she expected.
According to our records, account for the product Prache Anti Aging cream was created on December 20th 2019 which has now been scheduled for cancellation. In her conversation with our executives, she was informed about an option of cancellation that allows our customer keep the product for just $19.99, however; Cynthia has requested for a return merchandise authorization number. Therefore; her account will automatically be cancelled out on arrival of her return without any charge.
For any information or help, she can contact our 24/7 customer support center and speak to our executives.
We appreciate the opportunity of being at your service.
Regards,
Customer Support Manager

Consumer 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 Company delivers the Product 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 are obtaining an authorized RMA, may result in Company's inability to authorize or process a refund.
Case Summary:
According to our records, *** placed an order for our product Prache Anti-Aging cream on November 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.
After the expiration of her trial, *** was charged with the actual cost of the product on November 30th, 2019 and was enrolled in our monthly subscription program. On December 24th, 2019 she called our support department to inquire about the charge. Our representative went ahead with elaborating the charge for her and explained to her the program policies. Upon getting the knowledge of what she enrolled for, she requested a cancelation and our representative fulfilled her request by canceling out the account effective immediately. Moreover, as she demanded a refund; our representative tried to assist her, but she disconnected the call.
A few moments later on the same day, she called us again to demand a refund. Now as per our records, our representative explained to her our refund policies. In response to which, she threatened our representative that she would contact the Revdex.com regarding her concern. Therefore, our representative offered her a 40% partial refund in order to save her from the hassle of returning our product. As she accepted the offer of a 40% partial refund, our representative proceeded with processing the amount, and she went satisfied.
Therefore, if *** requires any further assistance or if she has any concerns/queries, she can definitely contact our 24/7 support department via call or email and any of our live representative would love to help her out.
Regards,
Customer Support Manager.

Dear Sir/Madame:
We thank you for posting you review here but are sorry for the inconvenience you have faced.
We have been able to locate your account and noticed that the accounts for the products Prache Anti Aging serum and Prache Anti Aging cream have been cancelled out on February 11th 2020. Furthermore, after your agreement, you have also been provided Return Merchandise Authorization numbers to return the products for refunds.
Please be informed that as promised, your account will be credited on arrival of your return.
If you need further assistance or help, contact us through our customer support center and our team would be happy to help!
We appreciate the opportunity of being at your service.
Regards,
Customer Support Manager

Dear Sir/Madame:
We thank Andrew for posting his review and we're sorry to hear that his experience was not of the quality he had expected. We will use the feedback to make us better and to ensure that the standards are met in future.
However, we would like to bring this into your notice that the offer he had agreed upon gives an opportunity to our customers to try the products for 14-days and to decide whether they should keep the products and pay them or should return the products back. Therefore, when he requested cancellation, he was provided couple of options including keeping the products for discounted price. However; as he was not satisfied, we gave Return Merchandise Authorization number to him along with 30-days to return the products for cancellation. Relevant information is already sent to him through email.
Be assured that accounts will be cancelled out automatically on arrival of your return.
If you need any help or assistance, please contact our customer support center and speak to our support executives, our phone lines are open 24/7.
We appreciate the opportunity of being at your service.
Regards,
Customer Support Manager

Dear Sir/Madame:
We apologize that our service did not satisfy her expectations and we thank Cynthia for bringing this to our attention. We'll strive to do better.
We've been able to locate the account and noticed that account for the product Prache Anti-Aging Cream has been cancelled out since April 4th, 2019.
To discuss specific details about your order and experience, please don't hesitate to contact us through our 24/7 customer support center and speak to our customer support executives, our phone lines are open 24/7 and our representatives would be happy to help!
We appreciate the opportunity of being at your service.
Regards,
Customer Support Managers

Dear Sir/Madame:

We thank Robin for posting his review and we're sorry to hear that his experience was not of the quality he had expected. We will use the feedback to make us better and to ensure that standards are met in the future.

Please be informed that we have reviewed his account and noticed the order he placed on December 3rd, 2019 was for the products Prache Anti Aging serum and Prache Anti Aging cream. The trial offer he chose, gives an opportunity to our customers to evaluate our products before they are charged the actual price of the products. Therefore; due to no response, on his trial expiration he was charged for the products he received.

However, after his agreement, his account has been credited with the amounts $41.20 and $43.60 on December 20th, 2019. Furthermore, be assured that services have been deactivated.
If we can help in any way, please reach us out through our 24/7 customer support center and speak to our customer support executives, they would be happy to help!

We appreciate the opportunity of being at your service.

Regards,
Customer Support Manager

Dear Sir/Madame:
We are sorry for any misunderstanding and inconvenience caused from it.
We would surely like to discuss all this with you if you can contact our customer support center, this will be the fastest way to resolve your concern. Our phone lines are open 24/7.
We appreciate the opportunity of being at your service.
Regards,
Customer Support Manager

Dear Sir/Madame:
We apologize as the provided resolution didn't meet his expectations. Please contact our customer support center for any further help or assistance, this will be the fastest way to resolve your concern. Our phone lines are open 24/7. 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 September 30th, 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 placing the order, *** called us on October 01st, 2019 to inquire about the program and one of our representatives explained to her our policies and guided her with her concerns. She agreed to go ahead with trying out the product and on October 11th, 2019, she called our customer support department again and complaint that she did not receive the product. Thus, our representative apologized to her for the delay and went ahead with extending her trial for 60 days from the initial order date, and she accepted the offer.
Moreover, she called our customer support department on October 22nd, 2019 and demanded a cancellation. As per our records, she threatened our representative that she would sue our company and would hire a lawyer. Our representative informed her about the policies she agreed upon, but she disconnected the line. Hence, our representative scheduled a cancellation on her account after the next successful billing.
Thereafter, after her 60 days trial expired; we tried to charge her the actual cost of the product on November 30th, 2019 but the charge was declined by her bank/cardholder. Therefore, we attempted another charge on December 03rd, 2019 and the charge went through successfully. Consequently, as the charge went through thus, the account was even canceled effective immediately.
Moving forward, from December 03rd, 2019 till December 07th, 2019; she called us in multiple times to demand a refund and threatened our representatives that she would contact the Revdex.com, will post bad reviews on Social Media and would hire a Lawyer and will sue our company. Each of our representatives tried to help her out with her concern, but she disconnected the line each time. Our representatives informed her about our return policy; she was informed that if she wanted to return the product; she could have done that by obtaining the RMA (Return Merchandise Authorization) Number from us and once the package would be delivered to us, we would have accommodated her with a Maximum refund subjecting a $20 restocking warehouse charge.
As she was not satisfied with the return option, we offered her a 70% refund maximum as an alternative and also informed her that she did not have to return the product back, and she can keep our product on the least discounted price of 30%. However, our records show that she did not agree upon any of the options; therefore, our representatives kept on forwarding her information and her concerns to our higher authorities to get an exception made.
Now, on December 09th, 2019 she called our support department again and demanded a full refund. Our representative assisted her as per the notes of our previous representatives and our records indicate that, she even threatened him that she would contact the Revdex.com and a Lawyer if she did not get a full refund. However, our representative explained to her that she was already offered with the maximum refund options and there was no room for making any more exceptions. She went ahead and accepted a 70% refund and our representative processed the amount effective immediately.
Furthermore, if *** requires any further 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.

Dear Sir/Madame:
We thank Diane for posting her review and we're sorry to hear that her experience was not of the quality she had expected. We will use the feedback to make us better and to ensure that standards are met in future.
We have reviewed her account and have confirmed that it's been cancelled out effective from November 23rd, 2019. All her bank details have also been deactivated. In response to her complaint, full amount that was charged has been credited into her account, December 20th 2019.
We've also received a letter from her credit card company on December 23rd 2019, stating that Diane Quart has disputed the charge.
If we can help in any way in the future, please reach us out through our 24/7 customer support center and speak to our customer support executives, they would be happy to help!
We appreciate the opportunity of being at your service.
Regards,
Customer Support Manager

Dear Sir/Madame:
We again thank her for responding us here and are really sorry for her bad experience. This is really not something we wanted her to go through with.
Our records are showing, the day she called and informed us that she isn't happy with the charge, she was provided a return merchandise number so that she could return the product back and get it refunded. And as mentioned in our previous response, we did issue a refund on December 20th, 2019 for $103.00. However, this amount has now been disputed. Therefore, it is advised to contact financial institution for further help.
If any further information is required, please reach us out through our 24/7 customer support center and speak to our customer support executives, they would be happy to help!
We appreciate the opportunity of being at your service.
Regards,
Customer Support Manager

Dear Sir/Madame: We are sorry for the inconvenience caused. Please be informed that the charge of $103.00 has been disputed by her financial institution. Therefore, we are unable to perform any activities, approve any refunds or post transactions onto her account. It is advised to contact financial institution/bank for further help. For any further information, please reach us out through our 24/7 customer support center and speak to our customer support executives, they 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, *** placed an order for our product Prache Anti-Aging cream on November 23rd, 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, *** got charged for the actual cost of the product on December 15th, 2019 and got enrolled in our monthly automatic shipment program. On the same day, she called our customer support department and inquired about the charge. Our representative educated her on program and the charge. She immediately demanded a cancellation and refund; hence, our representative cancelled her account effective immediately. However, before our representative could assist her for the refund, the line was disconnected due to a bad connection.
Later on the same day, she called again and demanded a refund. She threatened our representative that she would contact an Attorney and the Revdex.com. Our representative tried to assist her with a 50% refund, in order to save her from the hassle of going through the trouble of returning the product back. However, she refused to accept the offer and disconnected the call again. Thereafter, our representative forwarded her details and her refund request to our higher authorities, to get an exception made because as per our policies, she would get a maximum refund subjecting a $20 restocking fee from the charge amount even if she returns the product back.
Moving forward, on December 20th, 2019, one of our supervisor's tried to reach out to her and assist her further; but, she did not responded to his phone call and as there was no voice mailbox available, our supervisor was not able to leave a voice message.
Therefore, if *** requires any further assistance or if she has any queries/concerns, she can contact our 24/7 support department and any of our representative would love to help her out.
We hope to hear from *** soon and 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 19th, 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, we sincerely apologize for any misunderstanding and inconvenience caused from it. Please be informed that our company Rollon Skin doesn't deal in samples or testers and have no association with the title "***". We offer 30-days products to our customer's to try for 14-days and respond and terms and conditions can be found on product's website. Our product Prache Anti Aging cream cost $103.00 and product Prache Anti Aging serum cost $109.00. Therefore; we request customers that if they are not satisfied with the products, they may call and request cancellation within 14-days period before they are charged the actual price of the products. Due to no response, following the agreement, we charged $103.00 and $109.00 on her trial expiration date which was December 03rd, 2019. The products she ordered, were delivered on November 23, 2019/ November 27, 2019, as per USPS and it can be verified through this tracking number which is : ***
Our record indicates that *** called our customer support center on December 6th, 2019 regarding these charges. As she claimed that she didn't receive the package, our executive confirmed and informed her its delivery, thus; she threatened and informed us that she would involve her bank. Our executive helped with account cancellation and also tried to assist on the charge of $103.00 by discounting it to 60%. However, she didn't like that and in response she disconnected the call.
Our representative, later tried to contact her but unfortunately he couldn't reach her out. After few days from that, on December 11th 2019, her bank representative called to inquire about the charges and to request a refund. He gave a brief explanation on the charge to him and also informed the representative that we could authorize a 50% partial refund. We were told by him that he would let *** know about and would tell her to contact us.
Please be assured that the accounts for the products have been deactivated. There will be no more shipments and charges applied to the account. Through this response, we would like to request *** that for further assistance please contact our 24/7 customer support center and speak to our executives. Surely! They would do their best and would assist you with the 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 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 product Prache Anti-Aging cream on November 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.
We would sincerely like to apologize for any misunderstanding and inconvenience caused from it. Please be informed that our company doesn't deal in samples or testers. We offer 30-days products to our customer's to try for 14-days and respond. Our product Prache Anti Aging cream cost $103.00, therefore; we request customers that if they are not satisfied with it, they may call and request to be cancelled out within 14-days, before they are charged the actual price of the product. Due to no response, following the agreement, we attempted to charge $103.00 but it didn't get paid/approved by her credit card holder.
It has been noticed that on December 10th 2019, she called and spoke to our executive about cancellation. She was offered an extension in her trial period as she didn't know that she had 14-days to try and call but she refused it. We also made her aware of ongoing deals and discount which could reduce product price to just $49.00. However, she was not willing to be on an auto ship program, due to which, we asked her to pay half price and keep the product received during her trial period. As she was not satisfied with it, we then later reduced the price to just $19.99 after knowing that she was not aware the terms and conditions. Exceptional resolution of paying $19.99 for cancellation was refused and we were informed by *** that she would have her bank and Revdex.com involved in it. And unfortunately, no agreement took place that day. But our executive forwarded a request on her behalf to check if any further exceptions could be made.
After an unsuccessful attempt of $103.00, her account got cancelled automatically by our system.
Now, please be assured that the account she had with us for the product Prache Anti Aging cream has been disabled effective from December 16trh, 2019. There will be no more shipments and charges applied to the account, and If she has any concerns or needs any help, she can always contact our customer support center. Our phone lines are available 24/7 and our team there 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 5th, 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 or inconvenience caused from it. Our company Rollon Skin Care LTD doesn't deal in samples, we offer 30-days products to our customers for them to try for 14-days and respond in case of any problem or dissatisfaction. Charges $2.95 and $5.95 made on November 5th, 2019 are for shipping of the products Prache Anti Aging serum and Prache Anti Aging cream.
Our records are showing that on November 05th, 2019, *** called our customer support department about the charges she had received. In her conversation with our executive, she requested cancellation and refund. Our executive informed the customer that as per our agreement shipping charges are nonrefundable and also informed that he could not stop the order as shipping label had already been generated and our shipping team had already been instructed to proceed with their actions. However, for customer convenience he did reduced the price to just $19.99 and also notified her that if she pays $19.99 for each product then she would be able to keep the products which cost $109.00 and $103.00. But unfortunately, no agreement was made on that about cancellation.
According to the terms and conditions she had agreed upon, on her 14-days trial expiration she was charged $109.00 and $103.00 on November 19th, 2019. In response, she called again to our customer support center demanding a refund. Our executive tried to help and compensate her through free products but customer was more interested in getting charges refunded. She also informed us that she would have her Lawyer and Revdex.com involved in it and would dispute the charge. To cater her refund request, she was offered 40% and 50% discount but she refused to accept it and asked her call to be transferred over to the manager. While speaking to our customer support manager, she got her return request approved. We also reduced $20.00 mandatory restocking fee (which applies on every return received) to only $10.00. We also gave complete return information along with 30-days so that she could easily return the products and get the charges refunded.
Then on December 06th 2019, we were called by *** about the refunds. We had not received any update from our team about her return, however; after being informed by *** that she had already shipped the products back, we credited $99.00 and $93.00 into her account and sent emails confirming it.
Please be assured that accounts for the products Prache Anti Aging serum and Prache Anti Aging cream have been deactivated effective from December 19th 2019. Furthermore, her account has been credited $99.00 and $93.00 on December 06th 2019. If she has any concerns, through this response we would like to request *** to contact our customer support department and speak to our support representatives. Our team is available there 24/7 for your help!

We appreciate the opportunity of being at your service.

Regards,
Customer Support Manager