The Luxia No.7

As agreed to by the Terms and Conditions of the original order, we send the customer a 30 Day supply of product for the price of shipping as part of a 14 Day Trial, which begins the date of the order. The customer has 14 Days from the date of the order to try the product and decide if they would...

like to continue receiving it on a monthly basis. If they decide that they do not wish to receive the product on a monthly basis, all they need to do is call or email our Customer Care center and we are happy to cancel their Trial for them. However, if we do not receive a cancellation request in the 14 Day time frame, we charge them the full price for the product that they ordered.The original order was placed on 7.5.2016 and we did not receive any contact regarding the cancellation of their account until 8.15.2016. At this point in time, the customer called in and was issued a full refund of $98.41 and $97.41 to avoid any disputes from their financial institution. This refund was issued as of 8.15.2016. Please be advised that while refunds typically take 7-10 business days to process, I have seen it take up to 30 days. If the customer still have not received their refund at this point in time, we recommend that they contact their financial institution for alternative methods of obtaining a refund.

As agreed to by the Terms and Conditions of the original order, we send you a 30-Day supply of product for the price of shipping as part of a 14 Day Trial, which begins the date of the order. You have 14 Days from the date of the order to try the product and decide if you would like to continue...

receiving it monthly. If you decide that you do not wish to receive the product monthly, all you need to do is call or email our Customer Care center and we are happy to cancel your Trial for you. However, we did not receive a cancellation request in the 14 Day time frame, so we charged the full price for the product that was ordered. We have issued a full refund for the products ordered to the customer in good faith that they will return the trial products that they have received to the following address: [redacted]
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[redacted] However, as agreed to by the Terms and Conditions of the original order, we are unable to refund any charges associated with shipping the product. Refund Information: 02/13/2017 09:24am - Refunded - $97.41 Trans-ID: [redacted] 02/13/2017 09:24am - Refunded - $98.41 Trans-ID: [redacted] Please be advised that while refunds typically take 5-10 business days to process, I have seen it take up to 30 days. If you still have not received your refund by this point in time, please contact your financial institution for alternative methods of obtaining a refund. Sincerely, Rachel Luxia No.7 Customer Support

Per system records the complainant did agree to the terms and conditions on August 5, 2016 that outlined any charges that may occur if the complainant did not contact us within the 14 day trial period. As a courtesy we will issue the refund of $98.41 in good faith that the complainant will return...

the product back to our fulfillment center. Please allow up to 7-10 business days for that refund to reflect and the return address is below. Returns  [redacted]  
[redacted]

Unfortunately, we received a dispute against the charges as of 6/8/2017. Due to this, we are unable to issue any refunds to the account. The customer's card provider will ask for information regarding these transactions, to which we will respond with a copy of our Terms and Conditions, a copy of the order page where the Terms and Conditions are clear and readily available, and anything that we may think is pertinent to that specific transaction or account. The customer will then receive notification from their card provider, about whether they have decided to reverse the charges.Any further communication will be between the card provider and our Dispute Department.

As agreed to by the Terms and Conditions of the original order, we send a 30 Day supply of product for the price of shipping as part of a 14 Day Trial, which begins the date of the order. The customer has 14 Days from the date of the order to try the product and decide if they would like to continue...

receiving it on a monthly basis. If they decide that they do not wish to receive the product on a monthly basis, all they need to do is call or email our Customer Care center and we are happy to cancel the Trial for them. However, if we do not receive a cancellation request in the 14 Day time frame, we charge them the full price for the product that you ordered. The customer ordered her trial shipment on 5.5.2016. This shipment was confirmed delivered on 5.10.2016 (tracking #[redacted]). This was well within the 14 day trial time. The customer was enrolled in our auto-ship program because we did not receive any communication from the customer, so they were billed for their initial shipment of product. The customer did not contact us to cancel until 6.16.2016, at which point the customer agreed to being issued a Return Merchandise Authorization (RMA) number for their most recent shipment of product. At this point in time, the customer agreed to this as a resolution to their complaint.  This customer was issued a full refund of $98.41 as of 6.21.2016 when we received this return. An 7.1.2016, the first charge of $98.41, placed on 5.20.2016 as per our terms and conditions, was marked as a chargeback. We are unable to issue a refund for this charge due to this dispute.

As agreed to by the Terms and Conditions of the original order, we send the customer a 30 Day supply of product for the price of shipping as part of a 14 Day Trial, which begins the date of the order. The customer has 14 Days from the date of the order to try the product and decide if they would...

like to continue receiving it on a monthly basis. If they decide that they do not wish to receive the product on a monthly basis, all the customer needs to do is call or email our Customer Care center and we are happy to cancel your Trial for them. However, if we do not receive a cancellation request in the 14 Day time frame, we charge the customer the full price for the product that you ordered. We do not send our customers samples, we send a 30 Day supply on a Trial period to build awareness of our products and services. The original order was placed on 8.20.2016 and we did not receive a cancellation request from the customer until 9.20.2016. The second charge of $98.41, placed on 9.20.2016 before the customer contacted us, is on the way to the customer under tracking number [redacted]. Being that the customer did not contact us within 30 days of the original order, we are unable to issue a refund for the first charge of $98.41. However, being that the customer has stated that she returned the product, and in good faith that it will in fact be returned to us, we have issued a refund for the most recent charge of $98.41. Please be advised that while refunds typically take 7-10 business days to process, I have seen it take up to 30 days. If the customer still has not received their refund at this point in time, they will need to contact their financial institution for alternative methods of obtaining this refund.3If the customer has not returned the product at this time, we ask that they return the product to the following address:[redacted]

We did receive acknowledgment and agreement to the terms and conditions. Per system records we did already receive the returned products and full refunds were issued.

Regarding the complaint that was received by Patricia Conlon, our position on the matter is below for your review.As agreed to by the Terms and Conditions of the original order, we send a 30-Day supply of product for the price of shipping as part of a 14 Day Trial, which begins the date of the...

order. The customer has 14 Days from the date of the order to try the product and decide if they would like to continue receiving it monthly. If they decide that they do not wish to receive the product monthly, all they need to do is call or email our Customer Care center and we are happy to cancel their Trial for them. We did not receive a cancellation request in the 14 Day time frame, so we charged the full price for the product that was ordered.As a courtesy, we have refunded a total of $217.62 back to the customer. Please be advised that refunds typically take 5-10 business days to process based on the time it takes for the consumer’s financial institution to process the credit in their system. Thank you,Luxia Customer Dispute Department

As agreed to by the Terms and Conditions of the original order, we send you a 30-Day supply of product for the price of shipping as part of a 14 Day Trial, which begins the date of the order. You have 14 Days from the date of the order to try the product and decide if you would like to continue...

receiving it monthly. If you decide that you do not wish to receive the product monthly, all you need to do is call or email our Customer Care center and we are happy to cancel your Trial for you. However, if we do not receive a cancellation request in the 14 Day time frame, we charge you the full price for the product that you ordered. If you do cancel within the allotted time, we require that you return the product or pay a cancellation fee, as we do not send our customers samples, we send a 30-Day supply on a Trial period to build awareness of our products and services. Being that we did not receive a cancellation request, the customer was charged full price. Per [redacted] [redacted], the product was delivered as of 6/15/2017. As a courtesy to the customer, we have issued a full refund of $98.41 back to the account used to purchase the product in good faith that the customer will return the product to the following address:Luxia No.7 ReturnsPO Box 52033Phoenix, AZ 85072-2033Please be advised that while refunds typically take 5-10 business days to process, I have seen it take up to 30 days. If you still have not received your refund by this point in time, please contact your financial institution for alternative methods of obtaining a refund.

I did canceled my trial after placing my intial order for the sample. This was done in a matter of days after the sample was ordered. I have record to prove that. My account however was not cancelled and then I was charged $98. When I called to inquire of the charge and then dispute this charge, I was treated beligerntly and disrespectfully by your "customer service reps" both of them hung up on me. Unbelieveable. Your company is a scam and you should be ashamed of yourself for working at such an organization. God will judge all theieves but there is forgiveness if you cast yourself upon Christ and turn from your stealing.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Once my bank account is credited the money, I will return the rest of the unwanted product.  I am told that I need a RMA # to return items. Please provide that number. Thank you for your prompt response to this matter.
Regards,
[redacted]

As agreed to by the Terms and Conditions of the original order, we send you a 30-Day supply of product for the price of shipping as part of a 14 Day Trial, which begins the date of the order. You have 14 Days from the date of the order to try the product and decide if you would like to continue...

receiving it monthly. If you decide that you do not wish to receive the product monthly, all you need to do is call or email our Customer Care center and we are happy to cancel your Trial for you. However, we did not receive a cancellation request in the 14 Day time frame, so we charged the full price for the product that was ordered. Per system records, the customer has filed a dispute against the charges and is, therefore, ineligible for any refunds on their account. We do apologize for any inconvenience.

The Terms and Conditions are available throughout the entire ordering process and must be agreed to before you are able to purchase any of our products. As agreed to by the Terms and Conditions of the original order, we send the customer a 30-Day supply of product for the price of shipping as part...

of a 14 Day Trial, which begins the date of the order. They have 14 Days from the date of the order to try the product and decide if they would like to continue receiving it monthly. If the customer decides that you do not wish to receive the product monthly, all they need to do is call or email our Customer Care center and we are happy to cancel the trial, However, we did not receive a cancellation request in the 14 Day time frame, so we charge the full price for the product that was ordered. Per system records, the customer has been contacting us regarding these charges and, in our most recent communication, the customer claimed to have filed a dispute with their financial institution. This does violate our Terms and Conditions and we are no longer able to provide any refunds to this account. Any decisions regarding reimbursement will be left to the customer's financial institution.

[redacted]  [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

As agreed to by the Terms and Conditions of the original order, we send the customer a 30-Day supply of product for the price of shipping as part of a 14 Day Trial, which begins the date of the order. They have 14 Days from the date of the order to try the product and decide if they would like to...

continue receiving it monthly. If the customer decides that you do not wish to receive the product monthly, all they need to do is call or email our Customer Care center and we are happy to cancel the Trial . However, we did not receive a cancellation request in the 14 Day time frame, so we charge the full price for the product that was ordered. Per system records, when the customer called in, they hung up before our customer service representative was able to resolve the threat. The CSR attempted to call bank to resolve the threat, however the customer was already on the phone with their bank. As agreed to by the Terms and Conditions of the original order, we are unable to issue any refunds on charges that have disputes filed against them. I would be happy to refund these charges, however I will need confirmation from the customer that no disputes have been filed.

[redacted]
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[redacted]
[redacted]
[redacted]I received a partial refund from this compliant. I would still like a full refund.I received $58.46

As agreed to by the Terms and Conditions of the original order, we send you a 30-Day supply of product for the price of shipping as part of a 14 Day Trial, which begins the date of the order. You have 14 Days from the date of the order to try the product and decide if you would like to continue...

receiving it monthly. If you decide that you do not wish to receive the product monthly, all you need to do is call or email our Customer Care center and we are happy to cancel your Trial for you. However, if we do not receive a cancellation request in the 14 Day time frame, we charge you the full price for the product that you ordered. As a courtesy to the customer, we have refunded the amounts of $98.41 and $97.41 back to the account in good faith that the customer will return the products they have received to the following address:Luxia ReturnsPO Box 52033Phoenix, AZ 85072-2033Unfortunately, the overdraft fees can only be overturned by the customer's financial institution. The customer's refund information is below     Please be advised that while refunds typically take 5-10 business days to process, I have seen it take up to 30 days. If you still have not received your refund by this point in time, please contact your financial institution for alternative methods of obtaining a refund.

We definitely apologize for any inconvenience that this situation may have caused the customer. A full refund in the amount of $210.67 has been processed. Please be advised that refunds typically take 5-10 business days to process based on the time it takes for the consumer’s financial...

institution to process the credit in their system. Thank you very much, Luxia Skin Dispute Management

As far as I am aware , I have only received 1 shipment of the product. I did not keep the envelope but the shipment id [redacted] with a date of 8/6/2016 would indicate to me that  receipt of item was way beyond the 14 day trial period. So it would be impossible for me to contact the company in the time allotted. I did not contact the company till 8/15 because I had just received my credit card statement and noticed the charges on that day. I have attached a pdf of the invoice. There is no mention of price or conditions pertaining to the 14 day trial period.

Unfortunately, our Trial program does not work like that. As agreed to by the Terms and Conditions of the original order, we send you a 30-Day supply of product for the price of shipping as part of a 14 Day Trial, which begins the date of the order. You have 14 Days from the date of the order to try...

the product and decide if you would like to continue receiving it monthly. If you decide that you do not wish to receive the product monthly, all you need to do is call or email our Customer Care center and we are happy to cancel your Trial for you. However, if we do not receive a cancellation request in the 14 Day time frame, we charge you the full price for the product that you ordered. We did not receive any contact from the customer regarding this account until 5/2/2017, over 2 months after the original purchasing date.  However, as a courtesy to the customer, we have issued a second full refund of $98.41 and $97.41 in good faith that they will return anything that has been sent to them to the following address: Luxia No.7 ReturnsPO Box 52033Phoenix, AZ 85072-2033 Please be advised that while refunds typically take 5-10 business days to process, I have seen it take up to 30 days. If you still have not received your refund by this point in time, please contact your financial institution for alternative methods of obtaining a refund. Thank you, Rachel Luxia No. 7 Customer Service