Carlin Consumer Health Satisfaction Guarantee Policy
The Zegerid OTC 45-Day Satisfaction Guarantee
Riley Consumer Care, LLC d/b/a Carlin Consumer Health (“Carlin Consumer Health”) provides a 45-Day Satisfaction Guarantee (“Guarantee”) for Zegerid OTC® products (“Products”) purchased by original end-user customers in the United States from authorized sellers when the product is used as directed. Under the Guarantee, a customer that is unsatisfied with a Product may receive a refund for the price of the Product. The Guarantee is limited by the terms described on our website.
The Guarantee Is Not Offered for Products Purchased From Unauthorized Sellers
Carlin Consumer Health has enacted distribution channel agreements and policies to ensure that Products are sold to end-user customers only by authorized sellers that are subject to Carlin Consumer Health’s quality control standards. These standards are designed to ensure that end users receive Products that are of the premium quality that consumers have come to associate with the Product brands. If an authorized seller does not adhere to these quality control standards, Carlin Consumer Health has the right to cease providing Products to the seller and to terminate the seller’s status as an authorized seller of the Products. The Guarantee is limited to Products that are sold by authorized sellers that are subject to Carlin Consumer Health’s quality control standards. Accordingly, the Guarantee is not available for Products purchased from unauthorized sellers because Carlin Consumer Health cannot oversee or take action to correct product quality issues caused by unauthorized sellers. This exclusion includes all Products that are purchased from unauthorized sellers, including unauthorized internet sites and unauthorized storefronts on online marketplaces.
Procedures for Processing Guarantee Requests
When processing and evaluating requests made under the Guarantee, Carlin Consumer Health’s customer service arm obtains information from the customer regarding where and when the Product was purchased in addition to information regarding the customer’s reasons for making the request. Collecting this information allows Carlin Consumer Health to determine whether the customer’s Guarantee request should be granted or denied. This information also assists Carlin Consumer Health in monitoring its authorized sellers’ compliance with quality control requirements and identifying other potential issues in its supply chains. Under the Guarantee, a customer may be asked to provide proof of purchase and/or provide other information to enable Carlin Consumer Health to verify that the customer purchased from an authorized seller and otherwise meets all requirements under the Guarantee.
Managerial Discretion to Deny Guarantee Requests or Provide Benefits Not Required By Guarantee
Carlin Consumer Health reserves the right to deny Guarantee requests in its discretion if a customer has engaged in fraud or has otherwise abused the Guarantee. There may be circumstances where a customer is submitting fraudulent requests or attempting to abuse the Guarantee, such as by seeking a refund for multiple, heavily used Products close to the end of Guarantee coverage. Under the terms of the Guarantee, Carlin Consumer Health has discretion to deny Guarantee requests in such circumstances even when a customer would be otherwise entitled to benefits under the Guarantee. Conversely, there may be exceptional circumstances where a customer is dissatisfied with the terms of the Guarantee (for example, because the customer no longer has a proof of purchase or because the customer purchased a Product from an unauthorized seller) and it would be warranted, for business reasons (e.g., threat of litigation, loss of significant business, threat of brand harm via social media), to provide the customer with benefits beyond those strictly provided by the Guarantee. On a case-by-case basis, Carlin Consumer Health supervisors may consider whether a dissatisfied customer should be provided a benefit beyond what is provided by the Guarantee because not doing so could result in significant harm to Carlin Consumer Health’s reputation or business.