LumivisageReviews of lumivisage.com

Response from LumivisageJul 21, 2026

Hi, we're very sorry to hear about your experience and understand why this would be concerning. What you've described isn't the experience we want any of our customers to have. Skin can react differently from person to person, especially if it's particularly sensitive or if the treatment settings weren't the best match for your skin type. Since your skin is still feeling warm and very dry several days after use, we recommend stopping treatments for now and allowing your skin to fully recover. In the meantime, keep the area well moisturized with a gentle, fragrance-free moisturizer and avoid further irritation, such as excessive sun exposure or harsh skincare products. If your symptoms persist, worsen, or you're concerned about a burn, we strongly encourage you to seek advice from a healthcare professional. We'd also love the opportunity to look into this further and help you directly. Please reach out to our support team with your order details so we can better understand what happened and assist you with the next steps. Your safety and satisfaction are very important to us.

Response from LumivisageSep 20, 2025

Hello Simone, We are sorry to hear about your experience. We completely understand how disappointing it must feel when things don’t work as expected. Please note that we never want any of our customers to feel like they’ve been left without support. When an issue with the remote was reported, we immediately shipped out a replacement mask to resolve the first issue, and since then, our team has been actively following up to make sure everything works properly to ensure your satisfaction. We’ve reached out several times to guide you through the way of charging the mask and the remote, as in many cases it’s simply a setup step rather than a fault. We’ve also been trying to schedule a call so we can walk you through the process directly, but unfortunately, we haven’t been able to connect yet. Regarding the return postage, international orders (such as to Canada) do involve shipping costs, but we absolutely don’t want you to feel out of pocket or unsupported. To make things easier, we’re trying to schedule a call with you to address the situation. We’d greatly appreciate it if you could kindly reply to our email with a suitable time for the call. Your trust means a lot to us, and we’d love the chance to turn this experience into a positive one. Best regards, The Lumi Visage Team