RoseSkinCo

Hello Walker, Thank you for taking the time to share your feedback with us. We're truly sorry your experience has left you feeling disappointed. Our 90-day money-back guarantee is straightforward and transparent, as many of our customers can attest. If you're unsatisfied within 90 days of using our product, you simply need to contact us, and we'll happily process your return. However, as you mentioned, your purchase was made under a promotional agreement. At the time of your purchase, you agreed explicitly to specific terms stating that your order was not eligible for return or refund under the standard 90-day guarantee. These terms were communicated before you completed your purchase and are outlined in our Terms & Conditions, to which you agreed. We strive to assist our customers fairly and openly, and we genuinely did our best to support you within the parameters of the agreement you accepted. We kindly ask our customers to honor their commitments just as we honor ours. If you still have concerns or would like to discuss this further, please don’t hesitate to reach out to us at [email protected]. We're always happy to assist. :) -Michelle

Hello Amy, Thank you for sharing your feedback. I’m sorry to hear that the results haven’t met your expectations. We understand your frustration, especially since you followed the instructions carefully. While IPL treatments can take time to show noticeable results, it’s important to remember that the treatment works by targeting hair at different stages of growth, and individual results can vary based on factors like hair thickness and growth cycles. If you’re still within the 90-day money-back guarantee period, we are happy to assist with a return and refund if that’s what you’d prefer. We appreciate your patience and are here to help with any further questions or concerns. -Michelle :)

Hello Grace, Thank you for sharing your feedback. We’re truly sorry if you felt that we weren’t responsive enough, and we completely understand how frustrating it can be when waiting for a resolution. I do want to clarify that throughout our exchanges, we consistently responded within 24 hours, as we always aim to reply within 24-48 business hours. The only time it took us longer was during your most recent request. I see here that your request for a resolution was way beyond our policy and regulations. Since we wanted to review it thoroughly and consider all possibilities, we took a few extra days—but we made sure to give you a heads-up about this delay. Despite the situation, I see that we provided a resolution that you agreed to, and we truly appreciate your patience throughout the process. Our goal is always to provide fair and thoughtful support, and we’re glad we could work towards a solution together. If there’s anything else we can assist you with, please don’t hesitate to reach out. We value your feedback and appreciate the opportunity to improve. -Michelle

Hello Tessa, Thank you for reaching out, and I sincerely apologize for any inconvenience you’ve experienced. We truly value your feedback and want to ensure you have a smooth and positive experience with us. After reviewing our communication, I noticed there were some issues completing the return form, which may have contributed to delays in the process. While the form is a key step in our return policy to ensure everything is handled efficiently, I understand this may have been frustrating for you, and I’m truly sorry for any confusion this caused. Even so, I see that we have accommodated your request. At this point, we’re just waiting for your next steps to finalize everything, and we’re here to assist you in any way we can. Please don’t hesitate to let us know how you’d like to proceed, and we’ll ensure this is resolved as quickly as possible. Thank you for your understanding and patience! -Michelle :)

Hello Esther, I’m sorry to hear that you're feeling this way about your experience with Lumi. I want to clarify that our money-back guarantee is actually 90 days, not 30 days—we designed this timeframe specifically to give customers enough time to properly test the device and see potential results. IPL treatments take time, and our 90-day policy is backed by research showing that hair reduction isn’t instant, but a gradual process. While results may vary from person to person, the guarantee is there to provide peace of mind—if you’re not satisfied within the 90 days, you can return the device for a full refund, no strings attached. We never want anyone to feel “trapped” into using the product. Whether you choose to continue beyond 90 days or not is entirely up to you. We simply encourage customers to use that period as a proper testing phase, just as you would with other treatments or skincare routines. Everyone’s body responds differently, and we acknowledge that, but we also want to offer a risk-free way to try the device. We’ve also reached out to you directly to assist with your concerns and discuss your treatment experience. Please feel free to reply when convenient, and we’ll be happy to help you further! -Michelle :)

Hello Jo, Thank you for sharing your thoughts and feedback. I truly appreciate the kind words you shared about my customer service, and I am genuinely sorry to hear about your experience with our product. I understand how frustrating it can be when a product doesn’t meet your expectations, especially when dealing with personal and sensitive matters like hair removal. I want to assure you that we always strive to be transparent about our products and their capabilities. Our goal is to provide solutions that can benefit our customers, and we take all feedback seriously. I understand that you may not have had the results you were hoping for, and I’d like to help make things right. To assist you further and address your concerns, could you please provide your order number? This will allow us to look into your specific case and explore options available to you. Thank you again for sharing your experience, and I’m here to help with any further questions or assistance you may need. -Michelle :)

Hello Dee, Thank you so much for reaching out, and I’m truly sorry to hear about the issues with your delivery. I completely understand your frustration, especially with the holidays coming up, and I want to help get this resolved as quickly as possible. Could you please provide your order number so we can verify the details and assist you further? Once we have that, we’ll get right to work on resolving the issue. To help speed things up, we always recommend reaching out directly to the courier. They are the best point of contact when it comes to tracking the package and addressing any delivery concerns. They’ll be able to confirm the exact location of the delivery and help clarify any potential address mix-ups. Providing them with the correct address and any other details, such as nearby landmarks or specific delivery instructions, can help them locate your package more quickly. Rest assured, we are also conducting our own investigation on our end, and we want to make sure everything is handled as smoothly as possible. By working with both us and the courier, we can resolve this issue as efficiently as possible, and it’s in our best interest to help you get your package. Thank you for your understanding and patience. Once we have your order number, we’ll be happy to assist you further! -Michelle

Hello, Thank you for sharing your feedback and for giving us the opportunity to assist you. Your understanding and kind words about our customer service mean a lot to us. We’re always striving to provide exceptional support and ensure our customers feel valued and cared for. We appreciate your belief in our products and your thoughtful review. If you ever need further assistance or have questions in the future, please don’t hesitate to reach out. We’re here to help! -Michelle :)

Hello Cris, Thank you for reaching out and sharing your experience with us. I’m really sorry to hear that the product hasn’t worked as expected, especially after following the instructions carefully. It’s important to note that while the device works well for many people, results can vary due to individual factors like hair growth cycles, skin type, and treatment consistency. I understand that despite following the instructions, you haven’t seen improvement, and that can be really disheartening, especially after such a dedicated effort. I also want to sincerely apologize for the delay in responding to your satisfaction form. Due to a surge in inquiries caused by the holiday rush, our response times have been slower than usual, but please rest assured that we are actively working to get back to all customers as quickly as possible. I will be happy to assist you with the return process and guide you through the next steps. We appreciate your patience and understanding! -Michelle :)