I purchase their red light therapy for…
I purchase their red light therapy for $5000 and it arrived broken. I could hear a rattle inside and did not think too much. I turned it on and it worked but extremely bright and I was worried about my dogs eyes because he will not leave my side so I tried to research about that and found nothing. 1 week later I turned it on and the unit flashes non stop. I called left a message no return call- I emailed and no response. They changed their 90 day policy to now be 15 days with a 20% restocking fee. The machine is huge and takes up 1/2 a room plus it is not sturdy and looks like it is going to fall over. I am calling my credit card company now because I have given them too much time. Also I called during their hours of operation listed on the website but was never given the chance to talk to anyone. Only could leave a message.
Reply from Hlth Shop
Hi Kathleen,
Thank you for sharing your concerns. We are sorry to hear that your experience did not meet expectations.
We would like to clarify the timeline based on our support records.
You received your Red Light Therapy device on July 31 and contacted our team regarding the door-hanging components. Our Support team responded on August 3 and explained that the door hanging component was upgraded to provide a motorized stand. On August 5, you requested the product manuals, which were provided.
During those initial communications, we did not receive a report that the device had arrived damaged, that there was a rattling sound inside the unit, or that the device was flashing or malfunctioning.
On August 20, approximately 20 days after delivery, you contacted us requesting to return the device. At that time, our team reviewed the communication history, responded to your concerns, and explained the applicable Returns, Refunds & Warranty Policy.
We would also like to clarify that our return policy was not changed from 90 days to 15 days following your purchase. The applicable return terms are governed by the policy in place at the time of purchase.
We take product concerns seriously. If a device is believed to be defective or malfunctioning, we ask that the issue be reported to Support as soon as possible so our team can review it appropriately under the applicable warranty process.
We understand that this experience has been frustrating, but we also want to ensure that the public record accurately reflects the documented communication history and our policies.