Report: #1507961

Complaint Review: Lux Skin - Park Hills Kentucky

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  • Reported By: Vola — Windsor Ontario Canada
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Lux Skin Deny Refund - Policy not transparent Park Hills Kentucky

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I bought their IPL hair removal device on March 23rd (around that time, credit card debited on March 25, 2021)
Picked up the the product April 19 or 20, 2021 at the post office. Tried it and the device is not working. I contact by email and Facebook customer service for help. They ask me to send a video to prove it is not working. They write that they will refund after seeing proof on video it is not working. After the 1st video, they say it is hard to see, make another video using it on your arm. I comply and use it both on my arm and underarm.

Now they say no refund, they will replace. By this time I have been so frustrated, I already got myself one from Amazon and got it in 2 days - not a month later. So, I told them, I do not want a replacement, please refund me where do I return this. 

They tell me, no need to return defective product, the policy is if it's broken they send a new one. 
I agree that is their warranty and reminded them that they also state that if you are not happy, you can return the device for a refund.

So they say, send back to Australia! Australia??? Nowhere in the website does it say return will have to be to Australia! So I told them: you mentioned that defective product do not need to be returned anyways so why do I have to return now?

Again they say, they will send another one. So I remind them that their policy is money back guaranteed. So even if they send me a new one and I decide it is not for me, I will have to send it back which is why I don't want  another one, I just would like my refund.
Again, they insist they cannot refund even if initially that was their statement in the back and forth email, that they will refund after videos. Also, they make excuses as to why it is not working although I followed each time what they asked of me to do.

When I point out that it is deceiving that they never say that returned product would have to be sent to Australia, their excuse is: to avoid fraud! And yet, no one is asking for a full address, just saying you have to return it to Australia would suffice. Notice that they do not let people know their exact adress, just Park Hills Kentucky. Now, is that not the fraud or why hide? They know that it would discourage people to ask for a refund when they find out that they have to ship to Australia at their own cost! It costs more than the product itself.

And they have been taking me round and round in circles for now 4 weeks and they still will not give a refund.

This report was posted on Ripoff Report on 05/11/2021 04:57 PM and is a permanent record located here: https://www.ripoffreport.com/report/lux-skin/park-hills-kentucky-deny-1507961. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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