Xtendlife

Hi Peb B

Thank you for your review. I notice you have already spoken to us this morning via email.

As advised, by our Customer Service Representative earlier today; our Money Back Guarantee is clearly stated on our website.

https://www.xtend-life.com/pages/no-risk-guarantee

This page then takes you to our Refunds page, which states:

Not 100% happy with your purchase from us?
Send it back within 365 days (a full year) of the purchase for a full refund. Xtend Life does not want you to have any product from us that does not fully meet or exceed your expectations. When requesting a refund, the cost of shipping the items back is the responsibility of the customer not Xtend-Life.

If you need to return a product for any reason - we make it easy for you. You can either call us on any of our contact numbers or you can email us with the details at refunds(AT)xtend-life(DOT)com.

There is only one condition to our policy, we will only refund one opened bottle or tube of each product. So if you are not happy with a product and you have more than one bottle or tube of each, please don't start the second one. Any product you are requesting a refund for must be returned to us irrespective if it is empty, opened or unopened.

The following information is required to help speed up the processing time:

Your name
Order number (this is the number that you receive on both your email confirmation and the invoice which comes with the product)
Product name(s)
Product batch number and expiry date
Your concerns regarding the product (this would be appreciated as your feedback is very helpful for us, however it is not required.)
Any other details which you think could be helpful (again, this is optional).
Our customer care staff will contact you within two business days of receiving your email. Once we have received this information, we will then issue you with a return authorization number so that the requested refund / return can be processed as quickly as possible.

When a refund is processed, the only deduction is towards the original shipping costs, whether or not this was invoiced originally. We do not make any other deductions. If the requested refund only covers part of your purchase and the products retained still have a value of $60 or more we will waive that deduction.

If you have any questions on any issues, please don’t hesitate to call or email us at any time. For our contact details, please
Click here._____________________

We have customers all over the world, that if and when they choose to send back their product; for whatever reason; they pay the postage to claim their refund. You can send the product back the slowest way possible; although we always recommend ensuring that the return shipping has tracking.

This refund is still open to you and you have 365 days from the date of purchase to return these goods. Please ensure it arrives to us before the 365th day is reached.

I am sorry that you were unable to enjoy the benefits of these exceptional products and that you are not happy with our Refund/Returns policy but I think you will agree that we are very transparent in our explanation of said policy.

In good health
Tracey Thomson
International Customer Relations Manager

Hi Ishan

Thank you for your feedback.

Please allow me to explain the situation, I will provide bullet points for ease of understanding and clarification.

1) On the 15th July, you placed an order with us.
2) On the 15th July, we wrote to you and advised you of the risks associated with shipping to India and the possibility of incurring Customs fees and taxes. We advised you at this time, that if you were still wanting to go ahead and have your order sent to you, then you must accept the risks of duty and taxes that you may be charged for. We advised you at this time, that if you did not want to pay any duties or taxes, then we would not be able to refund you as more often than not we cannot get the order returned to us. Also, at the time we advised the best way to get your order to you was via DHL courier. We told you of the extra charge of USD$27.50 for the courier charge.
3) On the 15th July, you responded saying that you would pay the courier charge.
4) On the 16th July we responded stating "Please note that before completing payment, that should your parcel have additional taxes/duties applied by India customs, these are payable by yourself, and should you wish to pay any such charges, we could not offer a refund or replacement. If you agree with these terms, please continue and complete payment of the invoice. Once this has been paid, we will ship your order as soon as possible, and your DHL tracking number will be emailed to you".
5) You paid for the courier fee on the 16th July and your order was shipped by DHL on the 17th July.
6) You wrote to us on the 27th July advising that you had heard from customer that they were not allowing items into the country. You asked us about our refund policy at this time.
7) We replied to you on the 27th July and advised that we looked at the tracking and the message was that a DHL representative/Customs Brokers will contact you prior to customer clearance. We enquired in this correspondence if you had heard from anyone.
8) On the 28th July you sent us correspondence that you had with DHL where they had emailed you with the following message: “As discussed over phone, please provide invoice with value of sl no 4th items to file BOE under duty.
9) You responded back to them the same day indicating that you had signed the document and returned it to DHL.
10) You advised us on the 28th July with the following: I had ordered the items worth RS. 475$, unfortunately the shipment is rejected by customs India. Now DHL express is asking for clarification letter in prescribed format from your side otherwise they will not return the order to you.
11) You attached a form ‘Adjudication letter’ asking us to fill this out and return. Please note this is not a clearance certificate for the Seller. Did you send us the correct form? However, Ishan this is where there has been some confusion. I have sent this form to DHL New Zealand and they have confirmed the form was for YOU. You need to fill this out as the Importer and agree to pay the duties and taxes. It is not our responsibility to pay your duties and taxes.
12) On the 29th July you have advised us “Contacted DHL India in this regard, as the fish oil is prohibited item they are returning the shipment and required clarification letter from your side regarding return of the product that Why the product is returned and you are again return or not. They will also contact you and I provided all the documents they asked for. Please provide the letter at earliest.” Again, Ishan the document you keep asking us to sign is for YOU the importer. It is important to note currently that we ship our fish oil to India on a regular basis to many customers. Fish Oil is not a restricted product. I recommend that you discuss this further with DHL India as clearly, they are giving you wrong information.
13) At the time of writing this, if DHL still think that the fish oil is a restricted product, they refuse to return this order to us and are wanting it destroyed. Therefore, you need to clear up with them about Fish Oil is not a restricted product. Once that is clarified you simply need to fill out the Adjudication letter and pay the duties and taxes owing to collect your order.
14) May I remind you that you have accepted the risks associated with this order and we are been honest and transparent with you about the risks shipping to India.

We continue to communicate with you and hope that this can be resolved soon for you but you need to contact DHL regarding the Fish Oil and pay the duties and taxes owing that you agreed to do when we advised you of the probability of being charged.
Kind regards
Tracey Thomson
International Customer Relations Manager

Response from Tracey T. [Xtendlife Rep] Responded 21 hours ago
Hi Ishan

Thank you for your feedback.

Please allow me to explain the situation, I will provide bullet points for ease of understanding and clarification.

1) On the 15th July, you placed an order with us.
2) On the 15th July, we wrote to you and advised you of the risks associated with shipping to India and the possibility of incurring Customs fees and taxes. We advised you at this time, that if you were still wanting to go ahead and have your order sent to you, then you must accept the risks of duty and taxes that you may be charged for. We advised you at this time, that if you did not want to pay any duties or taxes, then we would not be able to refund you as more often than not we cannot get the order returned to us. Also, at the time we advised the best way to get your order to you was via DHL courier. We told you of the extra charge of USD$27.50 for the courier charge.
3) On the 15th July, you responded saying that you would pay the courier charge.
4) On the 16th July we responded stating "Please note that before completing payment, that should your parcel have additional taxes/duties applied by India customs, these are payable by yourself, and should you wish to pay any such charges, we could not offer a refund or replacement. If you agree with these terms, please continue and complete payment of the invoice. Once this has been paid, we will ship your order as soon as possible, and your DHL tracking number will be emailed to you".
5) You paid for the courier fee on the 16th July and your order was shipped by DHL on the 17th July.
6) You wrote to us on the 27th July advising that you had heard from customs that they were not allowing items into the country. You asked us about our refund policy at this time.
7) We replied to you on the 27th July and advised that we looked at the tracking and the message was that a DHL representative/Customs Brokers will contact you prior to customer clearance. We enquired in this correspondence if you had heard from anyone.
8) On the 28th July you sent us correspondence that you had with DHL where they had emailed you with the following message: “As discussed over phone, please provide invoice with value of sl no 4th items to file BOE under duty.
9) You responded back to them the same day indicating that you had signed the document and returned it to DHL.
10) You advised us on the 28th July with the following: I had ordered the items worth RS. 475$, unfortunately the shipment is rejected by customs India. Now DHL express is asking for clarification letter in prescribed format from your side otherwise they will not return the order to you.
11) You attached a form ‘Adjudication letter’ asking us to fill this out and return. Please note this is not a clearance certificate for the Seller. Did you send us the correct form? However, Ishan this is where there has been some confusion. I have sent this form to DHL New Zealand and they have confirmed the form was for YOU. You need to fill this out as the Importer and agree to pay the duties and taxes. It is not our responsibility to pay your duties and taxes.
12) On the 29th July you have advised us “Contacted DHL India in this regard, as the fish oil is prohibited item they are returning the shipment and required clarification letter from your side regarding return of the product that Why the product is returned and you are again return or not. They will also contact you and I provided all the documents they asked for. Please provide the letter at earliest.” Again, Ishan the document you keep asking us to sign is for YOU the importer. It is important to note currently that we ship our fish oil to India on a regular basis to many customers. Fish Oil is not a restricted product. I recommend that you discuss this further with DHL India as clearly, they are giving you wrong information.
13) At the time of writing this, if DHL still think that the fish oil is a restricted product, they refuse to return this order to us and are wanting it destroyed. Therefore, you need to clear up with them about Fish Oil is not a restricted product. Once that is clarified you simply need to fill out the Adjudication letter and pay the duties and taxes owing to collect your order.
14) May I remind you that you have accepted the risks associated with this order and we have been honest and transparent with you about the risks shipping to India.

We continue to communicate with you and hope that this can be resolved soon for you but you need to contact DHL regarding the Fish Oil and pay the duties and taxes owing that you agreed to do when we advised you of the probability of being charged.
Kind regards
Tracey Thomson
International Customer Relations Manager

Hi Sandy

I have looked through the thread of correspondence and for ease of reading I have bullet pointed the following:

• Your order was packed and shipped from our premises in Christchurch, New Zealand on the 24th January 2019.
• You reached out to us by email on the 2nd February 2019 (Saturday) enquiring where your order was.
• We responded on the 4th February 2019 (Monday – as we do not work Saturday-Sunday) advising that it had been 7 business days since your order w as shipped. Delivery times can be as short as 5 business days to 12 business days.
• You contacted us again by email on the 7th February letting us know that Hermes, the service provider had advised you that they had attempted to deliver your product at 12.05. (We are confused by this as the Hermes website shows that they attempted delivery at 12.05am which seems odd.)
• We sent an email by return on the 8th February, providing information to you about Hermes delivery policies and number of attempts. We are reliant on receiving this information via New Zealand Post.
• You responded on the 8th February advising that they had not left a calling card.
• We emailed back on the 8th February sending you a link where you could have the order sent to another address if possible. Your order was originally being sent to a Public house and the hours of operation were 12.00pm to 10.00pm. We advised you at this time that New Zealand Post were in contact with Hermes to determine why the order was still not delivered.
• You responded again on the 8th advising that there had been no attempt at delivery during your opening hours.
• You came back to us again on the 9th February (Saturday) and let us know that they had advised that they had attempted delivery again when the Pub was open but nothing had been received.
• During this time we are in constant contact with our Account Manager from New Zealand Post. She advised she would come back to us once she had a response from Hermes.
• We received a response from NZ Post on the 12th and we emailed you to advise that NZ Post said that Hermes had relabelled your order with a new address. (We were confused by this as we had not provided a new address – after further investigation our Account Manager advised that she had provided us with the wrong information).
• You responded on the 12th February advising that you had not provided a different address. (Which we of course, knew was the case).
• We responded back apologising for the confusion by the incorrect information provided to us from New Zealand Post.
• You emailed us on the 14th February and advised us you were on holiday and to provide you with a refund.
• We continued to investigate where your order was and non-delivery while you were on holiday.
• We responded on the 25th February, and advised that our Account Manager had come back to us and advised that the order was delivered and signed for (by someone else as you were on holiday) on the 14th February.
• You came back to us on the 2nd March confirming that the order had been delivered. You gave us feedback in respect to your experience and it was obvious that you were disappointed.
• Our Team Leader responded on the 13th March acknowledging your email and explaining why we use Hermes.
I wholeheartedly agree with you that you should have received an acknowledgement to your final email immediately and I am disappointed that our Team Leader did not do this. I apologise for this.
As for the rest of the communication thread, we have certainly been extremely prompt in addressing and answering your emails. Pleases remember Sandy that we are reliant on information being forwarded to us from New Zealand Post, coupled with the fact that we are on different sides of the world and time zones; I believe that NZ Post did well getting the information from Hermes in quite a quick time.
We have been using Hermes for our UK customers since the middle of December 2018. We have sent thousands of orders to the UK and this is the only problem we have encountered with delivery issues. All other customers have received their orders promptly and without incident.
As for the product you purchased; Total Balance Women’s Premium. This is a complete nutrient system and contain 98 separate ingredients; hence the need for taking 7 tablets per day. This is mentioned on the product page under ‘Directions’. If you are not wanting to take 7 per day; I would recommend our Total Balance Women’s Standard at 4 tablets per day. One bottle provides you with a one month’s supply.
I apologise for the frustration that you have experienced by the problems with delivery. I am sure you can appreciate; the actual delivery by Hermes is out of our control but I believe we did everything we could to resolve this as quickly as possible.
I hope this clarifies and addresses your concerns.
Kind regards
Tracey Thomson
International Customer Relations Manager

Hi Azrin

Sheela has passed on your concerns about our Total Balance Men’s product. We are concerned that you have been diagnosed with a liver problem, and we hope that this comes right for you very quickly.

We take all complaints very seriously, and as a GMP compliant manufacturer, all adverse events are carefully analysed and recorded.

Xtend-Life has sold our flagship range of Total Balance products to a huge number of customers all over the world for the last 18 years. We can confirm that we have never had any instance of liver damage as a result of any version or generation of any of these products.

Our Total Balance Men’s product is a comprehensive product that contains a wide range of high value ingredients, including herbals, vitamins, minerals, amino acids, enzymes, carotenoids, and other specialty nutrients.

We carefully qualify every ingredient from every supplier, and we do all of the testing that is needed to have full confidence in the materials that we use. We have a very stable and trusted range of ingredient suppliers.

It is important to also understand that the 4 tablets per day include about 4.400mg or 4.4 grams per day of ingredients. The herbal ingredients included in this are highly refined and concentrated and they are supplied by a range of highly trusted manufacturers who produce to very high standards.

As consumers we should all be concerned about the environmental contaminants that we are exposed to. However, we are all exposed every day to these contaminants in the food that we eat. Whenever we purchase produce from a grocer, we are eating food that is directly sprayed with pesticides and which also absorb pesticides through the root system. This can be very variable, but any time we consume a carrot, lettuce, potato or other vegetable or fruit we are likely to be exposed to vastly greater pesticide residues than could ever happen with a product like Total Balance.

Please send through any relevant information that you can to help us understand what has happened so that we can document this issue properly. I have sent this response directly to you, so please provide your information through the email you will receive.

We understand that you are concerned about your test results and we hope that this is only a very short-term issue.

Kind regards

Tracey Thomson
International Customer Relations Manager
Xtend-Life Natural Products

Hi Richard

I have looked at your account and can confirm that we have corresponded to both your emails on the 16th November 2015 and the 18th November 2015. Please note, your two emails have been sent from two separate email addresses and we have corresponded accordingly.

On the 18th of November 2015 we sent you a replacement order. Have you received the replacement order Richard. Also, New Zealand Post will be sending you a declaration asking your to sign that you either did or did not receive the original order also.

It is our policy to check the postal address, irrespective of how many times a customer has ordered. You would be surprised how often customers have moved and have forgot to change addresses.

I note we have not heard from you since our last correspondence on the 18th November 2015 so we are assuming that your order has arrived Richard?

I would appreciate if you could let us know if this is the case.

Xtend Life stand by their replacement policy, in the rare event an order goes missing in transit. I am sure you can appreciate that once it leaves our premises it is then beyond our control and in the hands of postal systems worldwide.

More often than not the delays in delivery times come from the destination countries Customs Department and the United Kingdom are very vigilant on inspection of most articles.

In summary, I refute your comment that Xtend Life is "not to be trusted"., we pride ourselves on transparency and honesty within every aspect of our business.

I look forward to your response Richard.

Kind regards
Tracey Thomson
International Customer Relations Manager
Xtend Life Natural Products Ltd