Policies and Procedures

Refund Policies:

We can cancel orders within 24 hours ONLY. All orders outside 24 hours and marked as fulfilled orders can be returned within 30 days of receiving the order.

Outside 30 days but within 365-Day Guarantee (Store Credit):

If you decide after the 30-day period – but within the 365-day period that the product is not working for you, simply call us to get a store credit for the full value of the purchase (not including shipping, handling or restocking fees if applicable) applied to your next order. 

Subscription Refund Tools

• Fact Find / Probing Question, Encourage & Build Value, & Explain Pricing

• Price Match (IF Applicable)

• 50% Partial Refund

• RMA Mail Story

• 75% Partial Refund

• RMA - NOTE: Customers are required to send the product back to receive a full refund. This may include empty bottles.

• Full Refund (If Threat)

Refund Pitch:

1. Fact Find / Probing Question, Encourage & Build Value, & Explain Pricing

   • Probing questions are intended to promote critical thinking as well as to get the person asked to explore their personal thoughts and feelings about a particular subject.

   • Build product value by providing product benefits.

   • Pricing explanation helps the customer understand what was purchased.

2. Price Match (IF Applicable)

   • Price matching is allowed for up to 30 days from the date of purchase. They must provide the coupon code (if applicable) or other form of verification associated with the updated price.

   • Also, you may do a price adjustment or a bottle adjustment by sending out extra bottles for the amount paid. You must reference the coupon code/offer in your notes and notes must be placed on the transaction.

3. Partial Refunds in Lieu of RMA.

   • 50% Partial Refund

4. Explain Mail Story

   • Explain the hassle of returning the product before getting a refund, basically making them understand that our save offers are better than waiting around for a refund.

   • The hassles of returning the product:

     • Products must be sealed / unopened. It will go through inspection once received.

     • The customer need to pay for shipping it back which varies depending on the courier they will choose.

     • Then wait 2-3 weeks regarding an update from email if the product is eligible for refund.

     • A flat $9.95 restocking fee will be assessed to every returned order to partially cover our cost to receive, assess for resale and to restock or dispose of the items in the return.

5. RMA Downsell

   • "I have been approved  to issue you an immediate 75% Partial Refund of (REFUND AMOUNT) and you can continue to use the product."

6. Issue RMA

   • "OK (CUSTOMER NAME), grab a pen and some paper, I have some important information for you to take down to process the return properly (WAIT FOR RESPONSE). OK your RMA number is (GIVE NUMBER).  Please put that on the outside of the package and return to our international warehouse: 

7. Refund in Full for Valid Threats

   • "(Customer Name), We don't want to make you upset.  I can issue a courtesy refund back to you today.  There will be no more future billings."

8. Go to Wrap up

How to Issue RMA

For Konnektive merchants

1. Log in to the Konnektive CRM.

2. Go to the customer's profile.

3. From the customer's profile, find the "C/S Fulfillment Actions" section.

4. Select the "Issue RMA" action. This will allow you to generate and manage the RMA for that customer's order.

Take note: You can only issue RMA if the order is already fulfilled / shipped.