For over two years we have thought long and hard about this question: whether to offer a money back guarantee on our products: Ichybum Cream, Seborrheic Dermatitis Cream and Psoriasis Cream. Arguably there´s nothing more powerful than a company´s willingness to put its money where its mouth is. On the other hand, there are numerous ways in which it could backfire.
Firstly, there´s a fear that the offer might in some way ¨cheapen¨ the Dermoscribe brand. Customers could potentially see this as a tacky, low-brow, marketing gimmick. Let´s face it, big pharmaceutical companies don´t give guarantees for their multi-billion dollar branded products.
Next, there´s the argument that money back guarantees aren´t appropriate for products such as topical medicines because there are no permanent cures for the conditions our products treat: seborrheic dermatitis, pruritus ani and psoriasis. On top of that, no two patients are the same. While the product might be effective for one patient, it may not work as successfully for another. Finally, there´s the risk that unscrupulous customers could use the offer as an opportunity to get something for nothing. Potentially, it could be a financial disaster.
So why give a 100% Guarantee?
Since the day Dermoscribe launched each of its products the customer feedback has been overwhelmingly positive. In fact, a number of customers have described the results as literally ¨life changing¨. At the same time, the amount of feedback we´ve received describing negative experiences has been almost negligible. So, with a little trepidation, we introduced our 100% Unconditional Money Back Guarantee at the beginning of December 2017.
Refunds pursuant to the guarantee as a proportion of total sales have been less than 1 in 500 since inception. The proven effectiveness of our creams and the overwhelmingly positive customer feedback speak for themselves. So, for anyone suffering from Seborrheic Dermatitis, Pruritus ani or Psoriasis, why not go ahead and try it. What have you got to lose?
Hartley Sutcliffe, CEO, Dermoscribe