Heather S.
Item doesn't work as implied
Item doesn't work as described. Requested refund. Silence. No response as of yet. But was asked to write review. UPDATE- I received the following message from Halipax: You are authorized to return your product for a refund only in a PRISTINE, LIKE BRAND NEW condition with proper packing, with no damages to the original box, no tapes or labels on the original box, and with no missing parts, Plastic protective wrapping, or any other components to the address below. Please be advised that all returns are subject to third-party inspection and a 25% restocking/disposal fee before the refund. (Condition Apply ). Halipax reserves the right to reject the refund if your returned item violates our policy. So, basically you CANNOT return it. The device ONLY heats/cools on the two plates in the front of your neck. No heat to the back of neck at all, only massage on cold stiff, muscles. Does not deliver on claims. In response to the rude, unprofessional company comment below: I did read the description and it is implied the back of the device provides heat. Even two of the pictures depict the ends of the massage knobs as red, same color as the heat plates in the picture......I looked again and I don’t see one way or the other, specifically that the back does or does not heat. Myself and my husband both were given the impression it provides heat based on the pictures, that is very poor advertisement, if not false. Then to top it off it can't be returned essentially based on your ridiculous rules. Thus 1 star review!
Response from halipax.comApr 4, 2024
Thank you for updating your review. We’re sorry the product did not meet your expectations. To clarify, the heated elements are located in the designated heating areas of the device, while the rear section provides massage. We understand how the product images may have created a different impression, and we appreciate you bringing this to our attention. Your return request was approved and return instructions were provided. Returned products are inspected according to our published return policy, and any applicable deductions depend on the condition of the returned item. We also apologize for the delay in responding to your original refund request. Your feedback regarding the product presentation and communication has been noted.