Refund Policy, Exchange Policy and Policy for Uncollected/ Undelivered Products
For Brand Affiliates
1. Refund Policy:
Unless otherwise required by applicable laws, Nu Skin will refund to Brand Affiliates 90% of the purchase price of those Products or Business Support Materials which the Brand Affiliates purchased directly from Nu Skin, less applicable Bonuses, if (i) the returned Product or Business Support Material is unopened and resalable, and (ii) it is returned within 12 months from the order date. Nu Skin will not refund the original shipping costs on Products and/or Business Support Materials that are returned by Brand Affiliates. In order for Nu Skin to correctly back out the applicable Bonuses on returned Products, Brand Affiliates must keep the sales receipt/packing list. Brand Affiliates must provide the original sales receipt/packing list to Nu Skin at the time they request for a refund. Brand Affiliates may also return individual Products that are purchased as part of a kit or package. The form of the refund will be based on the original form of payment if practicable. If payment was previously made by credit card, a credit card charge back will be arranged. If payment was previously made by cash, a product credit will be arranged. Nu Skin may choose other alternative refund methods as it deems fit. The return of Products may affect Brand Affiliates’ eligibility to receive Bonuses and Brand Affiliates’ pin level, and if Bonuses have already been paid on the returned Products, then Nu Skin will recoup the Bonuses from the Brand Affiliates in accordance with Section 6.9 of Chapter 2 of the Policies and Procedures. Nu Skin will not provide refunds for Products or Business Support Materials and Services purchased from another Brand Affiliate. Brand Affiliates must seek a refund directly from the Brand Affiliate who sold such Products or Business Support Materials and Services.
2. The refund policy under Section 4.1(a) of Chapter 2 of the Policies and Procedures may not apply to product promotion. In such case, specific prior notification will be given.
3. Exchange Policy for Products Purchased Directly from Nu Skin:
Unless otherwise required by applicable laws, Nu Skin will exchange Products or Business Support Materials purchased directly from Nu Skin that were incorrectly sent, or are damaged or defective, provided that notification is given to Nu Skin by the Brand Affiliate within the specific time limit. In case of incorrect Products or Business Support Materials, please notify Nu Skin within 14 days from the date of receipt; in case of damaged or defective Products or Business Support Materials, please notify Nu Skin within 12 months from the date of receipt. If an exchange is not feasible, Nu Skin may (i) issue a credit for the amount of the exchanged Products, which may be used to purchase other Products; or (ii) arrange a full refund of the purchase price less applicable Bonuses.
4. Procedures for Obtaining a Refund or Exchange:
In order to obtain a refund or exchange, Brand Affiliates must present to Nu Skin in person (or with a proper authorization letter of the Brand Affiliate who purchased the Products and/or Business Support Materials directly from Nu Skin) the original sales receipt/packing list together with the Products and/or Business Support Materials for refund or exchange. Nu Skin will not refund the original shipping costs on Products and/or Business Support Materials that are returned by Brand Affiliates, or any other costs incurred by Brand Affiliates for returning the Products and/or Business Support Materials.
5. Policy for Uncollected/Undelivered Products:
Brand Affiliates acknowledge that administrative time and costs will be incurred by Nu Skin to retain Products and/or Business Support Materials purchased but remain uncollected by and/or undelivered to him/her. Accordingly, each Brand Affiliate agrees that:
(i) when collection is to be made by a Brand Affiliate and the Brand Affiliate fails or neglects for whatsoever reason to collect the Products and/or Business Support Materials from Nu Skin within 14 days from the date of distribution, Nu Skin may, without further reference, notice or account to Brand Affiliate, cancel the Brand Affiliate’s order of such Products and/or Business Support Materials and after deducting an administrative fee equivalent to 10% of the purchase price, refund to the Brand Affiliate 90% of the purchase price less applicable Bonuses. If Bonuses have already been paid on such Products, then Nu Skin will recoup the Brand Affiliate’s Bonuses in accordance with Section 6.9 of Chapter 2 of the Policies and Procedures.
(ii) when a Brand Affiliate has requested Nu Skin and Nu Skin has agreed to deliver any Products and/or Business Support Materials to the Brand Affiliate but Nu Skin is unable to deliver such Products and/or Business Support Materials to the Brand Affiliate due to an incorrect or incomplete delivery address or the unavailability of the named recipient at the address as provided by the Brand Affiliate, Nu Skin will contact the Brand Affiliate again for delivery arrangement but will charge the Brand Affiliate HK$50 as the second delivery fee or the administrative fee for order amendment. If a Brand Affiliate has requested Nu Skin and Nu Skin has agreed to deliver any Products and/or Business Support Materials to a SFHK self-operated network point (* including SF Business Stations, SF Stores and SF Lockers) designated by the Brand Affiliate, but the Brand Affiliate fails or neglects for whatsoever reason to pick up the Products and/or Business Support Materials within 24 hours upon receipt of the SMS notification, the Products and/or Business Support Materials will be returned to Nu Skin as unclaimed. Nu Skin will contact the Brand Affiliate again for delivery arrangement but will charge the Brand Affiliate HK$50 as the second delivery fee or as the administrative fee for order amendment. Please note that 3 additional working days for delivery might be required for any change of delivery address. If a Brand Affiliate fails or neglects for whatsoever reason to receive or collect the Products and/or Business Support Materials from Nu Skin within 14 days from the date of distribution, Nu Skin may, without further reference, notice or account to the Brand Affiliate, cancel the Brand Affiliate’s order of such Products and/or Business Support Materials and after deducting an administrative fee equivalent to 10% of the purchase price, refund to the Brand Affiliate 90% of the purchase price less applicable Bonuses. If Bonuses have already been paid on such Products, then Nu Skin will recoup the Bonuses from the Brand Affiliate in accordance with Section 6.9 of Chapter 2 of the Policies and Procedures.
6. For the complete Product Refund Policy, please refer to the Policies and Procedures. In case of any inconsistency between the terms herein and the terms stated in the Policies and Procedures, the terms in the Policies and Procedures shall prevail.
7. In the event of any discrepancy between the English and Chinese versions of this Product Refund Policy, the English version shall prevail.
For Members
1. Refund Policy:
Unless otherwise required by applicable laws, Nu Skin will refund to Members 90% of the purchase price of those products purchased by Members directly from Nu Skin under the Member Program if (i) the returned product is unopened and resalable, and (ii) it is returned within 12 months from the order date. Nu Skin will not refund the original shipping costs on products that are returned by Members. Members may also return individual products that are purchased as part of a kit or package. The form of the refund will be based on the original form of payment if practicable. If payment was previously made by credit card, a credit card charge back will be arranged. If payment was previously made by cash, a product credit will be arranged. Nu Skin may choose other alternative refund methods as it deems fit.
2. The refund policy may not apply to product promotion. In such case, specific prior notification will be given.
3. Exchange Policy for Products Purchased Directly from Nu Skin:
Unless otherwise required by applicable laws, Nu Skin will exchange products purchased directly from Nu Skin that were incorrectly sent, or are damaged or defective, provided that notification is given to Nu Skin by the Member within the specific time limit. In case of incorrect products, please notify Nu Skin within 14 days from the date of receipt; in case of damaged or defective products, please notify Nu Skin within 12 months from the date of receipt. If an exchange is not feasible, Nu Skin may (i) issue a credit for the amount of the exchanged products, which may be used to purchase other products; or (ii) arrange a full refund of the purchase price.
4. Procedures for Obtaining a Refund or Exchange:
In order to obtain a refund or exchange, Members must present to Nu Skin in person (or with a proper authorization letter of the Member who purchased the products directly from Nu Skin) the original sales receipt/packing list together with the products for refund or exchange. Nu Skin will not refund the original shipping costs on products returned by Members, or any other costs incurred by Members for returning the products.
5. Policy for Uncollected/Undelivered Products:
Members acknowledge that, if a Member purchases products directly from Nu Skin, administrative time and costs will be incurred by Nu Skin to retain products purchased but remain uncollected by and/or undelivered to the Member. Accordingly, each Member agrees that:
(i) when collection is to be made by a Member and the Member fails or neglects for whatsoever reason to collect the products from Nu Skin within 14 days from the date of distribution, Nu Skin may, without further reference, notice or account to Member, cancel the Member’s order of such products and after deducting an administrative fee equivalent to 10% of the purchase price, refund to the Member 90% of the purchase price.
(ii) when a Member has requested Nu Skin and Nu Skin has agreed to deliver any products to the Member but Nu Skin is unable to deliver such products to the Member due to an incorrect or incomplete delivery address or the unavailability of the named recipient at the address as provided by the Member, Nu Skin will contact the Member again for delivery arrangement but will charge the Member HK$50 as the second delivery fee or the administrative fee for order amendment. If a Member has requested Nu Skin and Nu Skin has agreed to deliver any products to a SFHK self-operated network point (* including SF Business Stations, SF Stores and SF Lockers) designated by the Member, but the Member fails or neglects for whatsoever reason to pick up the products within 24 hours upon receipt of the SMS notification, the products will be returned to Nu Skin as unclaimed. Nu Skin will contact the Member again for delivery arrangement but will charge the Member HK$50 as the second delivery fee or as the administrative fee for order amendment. Please note that 3 additional working days for delivery might be required for any change of delivery address. If a Member fails or neglects for whatsoever reason to receive or collect the products from Nu Skin within 14 days from the date of distribution, Nu Skin may, without further reference, notice or account to the Member, cancel the Member’s order of such products and after deducting an administrative fee equivalent to 10% of the purchase price, refund to the Member 90 % of the purchase price.
6. For the complete Product Refund Policy, please refer to the Member Agreement. In case of any inconsistency between the terms herein and the terms stated in the Member Agreement, the terms in the Member Agreement shall prevail.
7. In the event of any discrepancy between the English and Chinese versions of this Product Refund Policy, the English version shall prevail.
For retail customers
1. Refund Policy:
Unless otherwise required by applicable laws, Nu Skin will provide to retail customers a full refund of the purchase price of those products purchased by retail customers directly from Nu Skin if (i) the returned product is unopened and resalable; and (ii) it is returned within 30 days from the order date. Nu Skin will not refund the original shipping costs on products that are returned by retail customers. Retail customers may also return individual products that are purchased as part of a kit or package. All refunds will be made by way of a credit card charge back.
2. The refund policy may not apply to product promotion. In such case, specific prior notification will be given.
3. Exchange Policy for Products Purchased Directly from Nu Skin:
Unless otherwise required by applicable laws, Nu Skin will exchange products purchased directly from Nu Skin that were incorrectly sent, or are damaged or defective, provided that notification is given to Nu Skin by the retail customer within the specific time limit. In case of incorrect products, please notify Nu Skin within 14 days from the date of receipt; in case of defective products, please notify Nu Skin within 12 months from the date of receipt. If an exchange is not feasible, Nu Skin will provide a full refund of the purchase price.
4. Procedures for Obtaining a Refund or Exchange:
In order to obtain a refund or exchange, retail customers must present to Nu Skin in person (or with a proper authorization letter of the retail customer who purchased the products directly from Nu Skin) the original sales receipt/packing list together with the products for refund or exchange. Nu Skin will not refund the original shipping costs on products returned by retail customers, or any other costs incurred by retail customers for returning the products.
5. Policy for Uncollected/Undelivered Products:
Retail customers acknowledge that, if a retail customer purchases products directly from Nu Skin, administrative time and costs will be incurred by Nu Skin to retain products purchased but remain uncollected by and/or undelivered to the retail customer. Accordingly, each retail customer agrees that:
(i) when collection is to be made by a retail customer and the retail customer fails or neglects for whatsoever reason to collect the products from Nu Skin within 14 days from the date of distribution, Nu Skin may, without further reference, notice or account to the retail customer, cancel the retail customer’s order of such products and refund to the retail customer the full amount of the purchase price.
(ii) when a retail customer has requested Nu Skin and Nu Skin has agreed to deliver any products to the retail customer but Nu Skin is unable to deliver such products to the retail customer due to an incorrect or incomplete delivery address or the unavailability of the named recipient at the address as provided by the retail customer, Nu Skin will contact the retail customer again for delivery arrangement but will charge the retail customer HK$50 as the second delivery fee or the administrative fee for order amendment. If a retail customer has requested Nu Skin and Nu Skin has agreed to deliver any products to a SFHK self-operated network point (* including SF Business Stations, SF Stores and SF Lockers) designated by the retail customer, but the retail customer fails or neglects for whatsoever reason to pick up the products within 24 hours upon receipt of the SMS notification, the products will be returned to Nu Skin as unclaimed. Nu Skin will contact the retail customer again for delivery arrangement but will charge the retail customer HK$50 as the second delivery fee or as the administrative fee for order amendment. Please note that 3 additional working days for delivery might be required for any change of delivery address. If a retail customer fails or neglects for whatsoever reason to receive or collect the products from Nu Skin within 14 days from the date of distribution, Nu Skin may, without further reference, notice or account to retail customer, cancel the retail customer’s order of such products and refund to the retail customer the full amount of the purchase price.
6. In the event of any discrepancy between the English and Chinese versions of this Product Refund Policy, the English version shall prevail.