Customer Satisfaction Policy

PRODUCT GUARANTEES, RETURNS AND INVENTORY REPURCHASE

6.1 - Product Guarantee

The Velvet Lily offers a 100% 15-day money-back satisfaction guarantee (less shipping charges) to all retail customers and Consultants. If, for any reason, a retail customer is dissatisfied with any The Velvet Lily product, the retail customer may return the unused portion of the product to the Company, within 15 days, for a replacement, exchange or a full refund of the purchase price (less shipping costs). If the retail customer purchased the product directly from a Consultant, the Consultant must honor this satisfaction guarantee and issue a refund or exchange to the retail customer if the product is returned within 15 days of receipt.

6.2 - Three Day Right to Cancel

A retail customer who makes a purchase of $25.00 or more has three business days (72 hours) after the sale or execution of a contract to cancel the order and receive a full refund consistent with the cancellation notice on the order form. When a Consultant makes a sale or takes an order from a retail customer who cancels or requests a refund within the 72 hour period, the Consultant must promptly refund the customer's money as long as the products are returned to the Consultant in substantially as good condition as when received. Additionally, Consultants must orally inform retail customers of their right to rescind a purchase or an order within 72 hours, and ensure that the date of the order or purchase is entered on the order form. All retail customers must be provided with two copies of an official The Velvet Lily sales receipt at the time of the sale. The back of the receipt provides the retail customer with written notice of his or her rights to cancel the sales agreement.

6.3 - Return of Inventory and Sales Aids by Consultants Upon Cancellation

Upon cancellation of a Consultant’s Agreement, the Consultant may return his or her Introduction Kit and any products and sales aids held in his or her inventory for a refund. Consultants may only return Introduction Kits, products and sales aids that he or she personally purchased from The Velvet Lily (purchases from other Consultants or third parties are not subject to refund) and which are in Resalable condition (see Definition of “Resalable” in Section 12 below) and which have been purchased within one year prior to the date of cancellation. Upon receipt of a Resalable Introduction Kit and/or Resalable products and sales aids, the Consultant will be reimbursed 90% of the net cost of the original purchase price(s). Shipping charges incurred by a Consultant when the Introduction Kit, products or sales aids were purchased will not be refunded. If the purchases were made through a credit card, the refund will be credited back to the same account. If a Consultant was paid a bonus or commission based on a product that he or she purchased, and such product is subsequently returned for a refund, the commission that was paid to the Consultant based on that product purchase will be deducted from the amount of the refund.

6.3.1 - Montana Residents

A Montana resident may cancel his or her Consultant Agreement within 15 days from the date of enrollment, and may return his or her Introduction Kit for a full refund within such time period.

6.4 - Procedures for All Returns

The following procedures apply to all returns for refund, repurchase, or exchange:

• a) All merchandise must be returned by the Consultant or customer who purchased it directly from The Velvet Lily.
• b) All products to be returned must have a Return Authorization Number which is obtained by calling the Consultant Services
Department. This Return Authorization Number must be written on each carton returned.
• c) The return is accompanied by:
• i. a completed and signed Product Return Form;
• ii. a copy of the original dated retail sales receipt; and
• iii. the unused portion of the product in its original container and original packaging.
• d) Proper shipping carton(s) and packing materials are to be used in packaging the product(s) being returned for replacement, and the best and most economical means of shipping is suggested. All returns must be shipped to The Velvet Lily shipping pre-paid. The Velvet Lily does not accept shipping-collect packages. The risk of loss in shipping for returned product shall be on the Consultant. If returned product is not received by the Company’s Distribution Center, it is the responsibility of the Consultant to trace the shipment.
• If a Consultant is returning merchandise to The Velvet Lily that was returned to him or her by a personal retail customer, the product must be received by The Velvet Lily within ten (10) days from the date on which the retail customer returned the merchandise to the Consultant, and must be accompanied by the sales receipt the Consultant gave to the retail customer at the time of the sale.

No refund or replacement of product will be made if the conditions of these rules are not met.