When I found that the product didn't work for me, I returned it to the address on the website, per the guarantee. When I didn't hear anything after several weeks, I e-mailed to ask about the refund. No response. A few days later, the package I had sent back was returned to me in the mail. Again, I e-mailed, and asked for clarification. No response. Ten days later, I emailed again, and reviewed the situation. No response. Today I emailed once more, and advised the company that I was about to file a dispute with the credit card company, and a complaint to the Colorado state AG. So far, no response.