I ordered the samples of Aqualift & Vitaderm for the cost of shipping December 9th. When I received them, after reading the list of ingredients in the products, I realized that I was allergic/sensitive to some of them, so I set the products aside.
In mid December, the fraud department of my credit card company called me to let me know they had blocked a charge of approximately $75 from Germany for one of these products. I thought the matter was taken care of, and there would be no further charges, but on Dec 28th and Jan 3rd 2012 I was charged $74.99 and $79.99, plus the foreign exchange fees.
On Jan 4th, I called their Customer Service 1-877-498-1950 in Utah to complain. The service rep asked me if I read the Terms and Conditions on the website - I hadn't. See bottom of page (click on "Terms & Conditions" in fine print)
https://www.tryaqualift.com/? SID=595456011
There is a misprint in their contract - On page 2, it states " You may receive a refund of an Product the You ordered up to thirty (14) days after Your order was placed." (They contradict themselves - thirty vs 14)
I told her that I couldn't use the product because of my sensitivities and that I wanted my money back, including the foreign transaction fees. She said she could only refund the $74.99 and $79.99, but not the foreign transaction fees.
On January 6, credits for $74.99 and $79.99 appeared on my credit card statement.
I'm not sure why she refunded me - I was within 30 days of ordering but not 14 days when I called to cancel and ask for a refund. I was very firm that the product was not for me.
For anyone who is having problems getting their order cancelled and refunded, here are some ideas. If calling 1-877-498-1950 doesn't help, you can always call your credit card company or bank and protest the charge. They will credit your account and then investigate. More than likely they will ask you to write them a letter stating the situation and what you have done to date to resolve the problem.
This company is engaging in misleading advertising and needs to be stopped. They have an F rating in Utah's Better Business Bureau.
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