Absolutely awful - they behave like scam artists
Absolutely awful!!!!
Do NOT buy from this company.
The unit is very painful to use, digs into the skin and leaves marks on the skin. I received the unit on May 25th 2026. I bought under the condition of a 90 day money back guarantee which expires on August 24th 2026. I contacted them on July 8th.
I asked for my money back according to the 90 day money back guarantee and on 9th July was fobbed off with by being given a list of TEN things "to try" and being told to get back to them if they didn't work.
I replied on 9th July asking for my money back according to the 90 day money back guarantee that they clearly advertise on their website and included a screenshot of their promise.
I was then told on 11th July "After checking your order, it has already exceeded our standard 30-day return window. We also could not find any 90-Day Money-Back Guarantee registration associated with your current order. If you believe you completed the registration, kindly send us a screenshot or any confirmation showing the registered 90-Day Money-Back Guarantee, and we’ll be happy to review this further for you."
I replied on 11th July telling them I received no request at any time to register for the Money-Back Guarantee whatsoever and repeating my request for a refund.
No response since then.
Their website indicates CLEARLY that the guarantee is active from the moment of receipt of product. This is precisely what their website says:
"We are so confident in our product that we offer an iron-clad 90 day money-back guarantee that starts when you receive your order, not when you place your order!
Buying items online can be daunting, so we want you to be aware of the absolute zero risk in purchasing from us and trying it out. If you don't like it, no hard feeling, we'll make it right.
This means you have 90 days to test your product and if you're not satisfied you can contact our friendly customer care team and get a full refund."
This company is simply a scam company, duping people into believing that they will stand over their word. Simply awful.
Reply from Lunaandskin
Hi Siobhan,
We have reviewed the circumstances surrounding your order and would like to clarify several points for anyone reading this review.
The 90-Day Money-Back Guarantee referenced in your review was a separate promotional guarantee with its own eligibility requirements. As our support team previously explained, registration was required in order for the extended 90-day guarantee to apply. Customers eligible for this promotion were instructed to complete that registration, and we must apply the same requirements consistently to everyone. Unfortunately, we cannot make an exception retrospectively where the required registration cannot be verified, as doing so would be unfair to other customers who followed the stated process.
Our standard 30-day return period remained available independently of that promotional guarantee. When your refund request was reviewed, the standard return period had already passed and we were unable to locate any registration confirming activation of the 90-day promotional guarantee. This is why our team asked you to provide any screenshot or confirmation showing that registration had been completed.
Regarding the product itself, the RegenMask is not a standard LED-only mask. It combines LED light therapy with removable microcurrent contact points, so correct positioning, strap tension and use of the microcurrent feature are important. When fitted and used correctly, the contact points should sit securely against the skin without excessive pressure. Tightening the mask too firmly, incorrect positioning, or using the microcurrent contacts without following the recommended guidance can result in unnecessary discomfort or temporary pressure marks. Our team provides adjustment guidance specifically to help customers avoid this.
We also want to clarify that our intention has never been to mislead you or avoid dealing with your request. The decision regarding the refund was based on the terms applicable to your order and the absence of a verified 90-day guarantee registration, not on an unwillingness to assist.
If there has been any misunderstanding, you are welcome to contact us again at support@lunaandskin.com.