Nuvio RecoveryReviews of nuviorecovery.com

Response from Nuvio RecoverySep 6, 2026

Hi Amanda, Thank you for sharing your experience. We’re very sorry for the length of time you’ve been waiting for your refund, particularly after returning the product within the required return period and covering the return shipping yourself. Once a return reaches our warehouse, it does need to be received and inspected before a refund can be authorized. However, two months is considerably longer than our normal returns process should take, and we completely understand your frustration at receiving repeated holding responses without a clear resolution. We also want to reassure you that we do not intentionally retain both a customer’s returned product and their payment. If your unused return has been received and meets the return requirements, the case should be progressed accordingly. If you're open to it, please provide your order number and we will personally review this. We sincerely apologize that you’ve had to pursue this for so long and for the communication you’ve received along the way. Best, Nuvio

Response from Nuvio RecoverySep 6, 2026

Hi Rachel, Thank you for sharing your experience. We’re very sorry for the frustration and concern caused by the issues with your order and the difficulties you experienced trying to get a resolution from our support team. We understand how concerning it must have been to be waiting for your Red Light Therapy Bag while receiving a mask you weren’t expecting, followed by repeated correspondence without feeling that the issue was progressing. We also acknowledge that the delays and repetitive responses you received during the escalation process fell short of the level of service you expected and which we aim to provide. We can confirm that this order has now been fully refunded. We’re sorry that it took longer and required considerably more communication than it should have to reach that resolution. We would also like to clarify one point regarding our business address. The Irvine address displayed on our website is our mailing address, not a Nuvio retail storefront or customer service location. Nuvio operates as an online retailer, so neighbouring businesses would not necessarily recognize Nuvio as a physical business operating from a storefront at that location. We completely understand that the experience leading up to your refund has affected your confidence in us, and we’re sorry that we weren’t able to provide a much smoother and more timely resolution. Your feedback regarding communication and escalation handling is being taken seriously as we work to improve our customer support processes. Best, Nuvio

Response from Nuvio RecoverySep 6, 2026

Hi Pamela, Thank you for raising this. We’re sorry for the confusion caused by the advertisement and can understand why you would question the pricing after clicking through. We’d like to clarify that our Red Light Therapy Mat and Red Light Therapy Bag are two different products with different prices and promotional savings. The single Mat is currently offered at approximately $500, while the Red Light Therapy Bag - which provides two-sided coverage - is a higher-priced product and has been advertised with a larger discount. If the advertisement you saw appeared to suggest that the Red Light Therapy Bag itself would be reduced to $500, we would genuinely like to review it, as we certainly don’t want our advertising to be misleading or create the impression of a bait-and-switch. Promotions and advertisements can vary, so a screenshot of the specific ad would allow our team to identify exactly what was displayed and investigate any discrepancy. Please send the advertisement to [email protected] and our team will be happy to look into this for you. We appreciate you bringing it to our attention. Best, Nuvio

Response from Nuvio RecoverySep 6, 2026

Hi Tai, Thank you for sharing your experience. We’re very sorry that your Red Light Therapy Cap arrived not functioning correctly and that you then experienced delays while trying to get the issue resolved. A product arriving with the lights not working is not acceptable and would be something for our team to investigate and resolve promptly. We may request photos or short videos when diagnosing a fault so that our technical team can confirm the issue and determine the appropriate resolution, but we appreciate how frustrating it must have been to provide this evidence and then wait for further assistance. We also understand that you have now opened a dispute with American Express. Once a payment dispute is active, the process is handled through the payment provider and can limit the actions we're able to take directly on the transaction while it is under review. We’re sorry that the delays in communication have left you feeling this way about Nuvio. We would very much like to ensure your case has been properly reviewed. Please contact us with your order number so that we can personally review and investigate what happened. Best, Nuvio

Response from Nuvio RecoverySep 6, 2026

Hi there, Thank you for sharing your experience. We’re very sorry for the frustration caused by the delay with your order and the difficulty you experienced getting clear, consistent updates from our support team. Waiting over a month for an order is understandably disappointing, and we recognise how important proactive communication is when a shipment is delayed. We also understand your frustration at seeing different promotions introduced after you placed your order. Like many retailers, our pricing, discount codes and promotional bundles can change over time, and offers available at a later date cannot always be retrospectively applied to orders placed under an earlier promotion. However, we appreciate that seeing a more substantial offer shortly after purchasing can still be disappointing. While we use automated systems to help manage initial enquiries, our customer service team consists of real support agents, and we’re sorry that the responses you received felt disconnected from the questions you were asking. That is valuable feedback for us and something we are continuing to work on. We understand that your case has now been resolved through PayPal, but we’re sorry that your overall experience with Nuvio left you feeling that this was necessary. We appreciate you taking the time to provide detailed feedback and will use it to help us improve both our communication and customer experience. Best, Nuvio

Response from Nuvio RecoverySep 6, 2026

Hi Kav, Thank you for sharing your experience. We’re very sorry to hear that your unit has stopped working after only two months and that you’ve been disappointed with its performance. A product failing after such a short period is certainly something we would want to investigate. Nuvio products are covered by a 12-month warranty, so if your unit has developed a fault, our team can review the issue and work with you toward an appropriate resolution. Regarding temperature, cooling performance can be affected by factors such as ambient temperature, water volume and the surrounding environment, but the unit should still operate as intended. If yours is no longer functioning at all, we’d like to get that addressed rather than leave you with an unusable product. Please contact us with your order number and details of the issue, and our team will assist you through the warranty process. We’re sorry for the experience you’ve had so far and hope we have the opportunity to put this right. Best, Nuvio