RoseSkinCo

Hey Tessa! Thank you so much for taking the time to write this, and what a lovely thing to read! We passed this on to Marseille and Chalene and they were genuinely touched. This is exactly the kind of experience we want every customer to have. You put it so well real connection, real people, real answers. That matters more to us than anything scripted ever could. We hope your Lumi 2 treats you brilliantly, and we cannot wait to hear how your journey goes. We will be right here if you ever need us! -Frances

Hey Gabby, This made us smile so much! 🌸 Thank you for sharing your experience, especially as someone with sensitive skin. We know finding something that actually works gently can be really tough, so hearing this means a lot to us. So happy the Lumi has found a permanent spot in your routine! 😊 Your recommendation really does mean the world to us. Here's to more smooth, comfortable sessions ahead! ✨ -Frances

Hi Angel, We’re truly sorry to hear that this was your experience, and we understand how disappointing it can feel when a product does not meet your expectations. We want to clarify that our 90 day money back guarantee is real, and we do honor it for eligible orders within the stated guarantee period. Results can vary from person to person, which is exactly why we offer the guarantee in the first place. The 90 day period is designed to give customers enough time to try the device consistently, gauge whether it is the right fit, and reach out to us for support or a return if they are not satisfied. In your case, your order was placed on April 11, 2025, which means the guarantee period ended on July 22, 2025. The first time we heard from you about this concern was on April 22, 2026, which was several months after the guarantee window had already passed. We also want to be clear that we never intended to place blame on you. Our goal was simply to better understand your experience, review your usage details, and see how we could support you. While we’re unable to process a refund outside the policy timeframe, we still reached out as soon as we saw your review and offered guidance where we could. We also want to clarify that we do not censor reviews based on rating. We value honest customer feedback and always aim to respond with transparency, care, and respect. We’re sorry this was not the outcome you were hoping for, but we do stand by our guarantee and the timeframe outlined in the policy. We truly appreciate you giving Lumi a try. -Frances

Hi Holly, We’re so sorry to hear Lumi wasn’t the right fit for you, and we completely understand how disappointing it can feel when you’ve been consistent and haven’t seen the results you were hoping for. We also hear you on the wait time. Our team did respond to your initial message on April 17, and when you got back to us, we continued working through your return request as quickly as we could. We’ve had a higher volume of inquiries over the past few days, so our replies took a little longer than usual, but we never want you to feel left without support. Your return has since been accommodated under our 90-day money-back guarantee, and we’re here to make sure the rest of the process is as smooth as possible. Thank you for giving Lumi a try, and again, we’re sorry this wasn’t the experience you hoped for. -Marseille

Hi Rebecca, Thank you so much for sharing your experience. We hear you. We’d love the chance to look into this more closely and help. We’ve reached out to request a few more details about your order so we can better understand what might be going on and guide you properly from there. If you’re open to it, you can also reach out to us directly at [email protected] with your order details. We’re here and happy to help however we can. -Marseille

Hey Alleycat, This truly means so much to us, thank you for taking the time to share your experience. We’re so happy to hear everything was handled quickly and smoothly for you, that’s always our goal. We’re always here whenever you need us.💞 -Marseille

Hi Halima, we’re really sorry for how this experience felt on your end. We completely understand how concerning it is not to see any movement on your order, especially when you were expecting an update. We can see that your message came through on Friday, and as it was over the weekend, our team was operating with more limited coverage than usual. That said, you absolutely deserved a timely response, and we’re sorry this added to the situation. There should have also been a system generated email sent out regarding a short delay due to the Lumi being temporarily out of stock. We’re really sorry if that didn’t reach you, as we always want to keep you properly informed. We’ve received your request to cancel, and we completely respect your decision. Your order has now been canceled, and the refund has been processed. You should receive an email confirmation shortly with all the details. We truly regret that this was your experience with us and appreciate you taking the time to share your feedback. -Frances

Hey Tara! This is so lovely to read, thank you!💗 We’re really happy to hear everything’s been smooth for you, from ordering to delivery, and that our products have found a place in your routine. And your kind words about our support team truly mean a lot to us. We always want you to feel taken care of. So glad to have you with us.✨ -Marseille

Hi Gill, Thank you for sharing your experience. We’re really sorry to hear that you didn’t see the results you were expecting, especially after staying consistent with your treatments. We offer a 90 day money back guarantee so customers can try Lumi risk free and properly gauge their results within that timeframe, as this is typically when most people begin to see visible hair reduction. Because of this, we always recommend reaching out within that window so we can step in and support if results aren’t progressing as expected. That said, we’d still really like to take another look at your case. If you’re open to it, please send us your details again or reach out to us at [email protected] so we can review your experience more closely and see how we can help. We appreciate you taking the time to share your feedback. -Marseille