RETAIL GUARANTEE, RETURNS AND REFUNDS
Returns by Retail Customers
Stemtech offers, through its Distributors, a 100% thirty (30) day unconditional money-back guarantee to all Retail Customers. Every Distributor is bound to honor the Retail Customer Guarantee and is responsible for the refund amount. If, for any reason, a retail customer who purchased a Stemtech product from a Distributor is dissatisfied with it, the Retail Customer may return the unused portion of the product to the Distributor from whom it was purchased, within thirty (30) days of the date of purchase, for a replacement, exchange or a full refund of the purchase price (less shipping). In the case of retail direct Customers (those who purchased product directly from Stemtech) the product shall be returned directly to Stemtech.
Returns by Distributors (Products Purchased for Personal Consumption)
If a Distributor is unsatisfied with any Stemtech Product purchased for personal use, the Company offers a 100% thirty (30) day money-back guarantee (less shipping). This guarantee is limited to $250.00 total per year. If a Distributor wishes to return merchandise exceeding $250.00 in any 12-month period, approval will have to be obtained from the Company prior to making the return. Abuse of the returns process may be investigated by the Company and may lead to sanction, including termination of the Distributorship Agreement.
Returns by Distributors for Replacement
In the instance of a Retail Customer returning product to a Distributor, the Distributor may then return it to Stemtech along with (a) the Retail Customer receipt, (b) a statement from the Retail Customer as to the reason why he/she returned the product, and (c) any unused portion of product. Stemtech will then replace the product within thirty (30) days. Shipping of the return product to Stemtech is the responsibility of the Distributor. However the replacement shipped to the Distributor will be at Stemtech's expense. In the case of non-Product items purchased by a Distributor, Stemtech may, upon request and at its sole discretion, exchange such items purchased within the last thirty (30) days. In such case the Distributor must pay any price and tax differences, all shipping charges, and a 10% restocking fee. Furthermore, the items sent in for exchange will be rejected if they are not in perfect resalable and marketable condition. Stemtech shall not be responsible for shipping back rejected items. For return procedures, see Section 8.5.
Termination Returns
Upon voluntary or involuntary termination of the Distributorship Agreement, the Distributor may return inventory and Marketing Materials for a refund. Stemtech WILL ONLY REPURCHASE Stemtech PRODUCTS AND/OR MARKETING MATERIALS THAT A DISTRIBUTOR PURCHASED DIRECTLY FROM Stemtech WITHIN THE TWELVE (12) MONTHS PRIOR TO THE DATE OF RETURN. Stemtech will not repurchase products that a Distributor has acquired from another Distributor or any other source. The Distributor will receive 90% of the net purchase price paid, less any compensation received by the Distributor as a result of purchasing the specific products that are returned (unless modified by applicable state laws), and less appropriate set-offs and legal claims. No shipping fees will be refunded. The return product and Marketing Materials must be unencumbered unopened inventory that is returned in a restockable, reusable and resalable condition and contains current product labeling. Determination as to whether a product is in resalable condition shall be at Stemtech’s discretion. All refunds will be made to the original purchaser only. The cost of shipping the return product to Stemtech will be the responsibility of the Distributor. The 70% rule will be taken into consideration when calculating refundable products. The guidelines in Section 8.5 must be adhered to in order for Stemtech to consider the return for a refund.
Returns Procedure, Return Merchandise Authorization
(a) PRIOR TO THE RETURN of any Stemtech products and/or Marketing Materials, the Distributor is to notify the Stemtech Distributor Services Department for authorization to return the product. Upon notification, the Distributor Services Representative will send to the Distributor a Return Merchandise Authorization form. Upon receipt of this form, the Distributor is to complete the form and return it to the issuing Distributor Services Department for authorization to return any Stemtech products and/or Marketing Materials. DO NOT SEND YOUR RETURN PRODUCTS OR MARKETING MATERIALS AT THIS TIME. THE RETURN MERCHANDISE AUTHORIZATION FORM MUST BE REVIEWED AND AUTHORIZED BY Stemtech BEFORE ANY RETURNS MAY BE CONSIDERED FOR A REFUND.
Upon review of the Return Merchandise Authorization form, the Distributor Services Representative will notify the Distributor of the authorization number and packaging instructions, including shipping labels, to be used on the return. NO RETURN WILL BE ACCEPTED BY Stemtech WITHOUT A RETURN AUTHORIZATION NUMBER ON ALL SHIPPING LABELS.
(c) Upon receipt of the authorization number and packaging instructions, the Distributor may return only the requested Stemtech products and/or Marketing Materials listed on the authorization form.
(d) Upon receipt and favorable inspection of the products and/or Marketing Materials being returned, Stemtech will process a refund payment on or about the 15th of the month following the month in which the products and/or Marketing Materials were received by Stemtech. If the products and/or Marketing Materials are not in restockable, reusable and resalable condition, Stemtech will notify the Distributor to forward to Stemtech the cost for return shipment of the products and/or Marketing Materials and will return the merchandise to the former Distributor. Any products and/or Marketing Materials not considered by Stemtech to be refundable must be claimed by the Distributor within thirty (30) days of notice by Stemtech or they will be destroyed.
(e) ANY DISTRIBUTOR WHO RETURNS Stemtech PRODUCTS AND/OR MARKETING MATERIALS without proper authorization from Stemtech will receive notification from the company and will risk a delay in any possible refund.
(f) If the Distributor returns any order without the proper Return Authorization Number, the Company will deduct an additional 10% restocking fee minus the shipping.