Even one star is too much. I bought a led regenmask and it did not function any more one year later. They don t answer the phone and they don t even answer you on the indicated e mail. Y... Toon meer
Bedrijf heeft geantwoord
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Tried to return this piece of cheap plastic garbage after contacting them. They will answer your first email and offer you 40% reduction but when you reply that you just want your money back as per th... Toon meer
Bedrijf heeft geantwoord
Update: After formally requesting my full $39.00 refund for a membership I never authorized or agreed to, I was issued only a $19.00 partial refund. This is completely unacceptable.... Toon meer
Bedrijf heeft geantwoord
I highly recommend avoiding this product. Not only is the quality extremely poor, but the company uses misleading checkout tactics to enroll you in a $39.99 monthly membership. I didn’t realize I had... Toon meer
Bedrijf heeft geantwoord
2,0
Slecht
114 reviews
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I initially bought this mask to help…
I initially bought this mask to help with fine lines, but what surprised me the most is how much it helped with my dark spots and redness. I’ve spent so much money on dermatology treatments, but this mask has been a great at-home alternative. It’s so easy to use, and I love that I can move around while wearing it instead of lying still for 20 minutes like other masks. I did have one small issue with setting up my mask at first, but customer service was incredibly fast and helpful. So far, so good!
18 februari 2025
Antwoord van Novalight
Dear Jamie,
Thank you so much for your wonderful review! We’re thrilled to hear that the RegenMask has exceeded your expectations, not only helping with fine lines but also making a noticeable difference with dark spots and redness.
It’s especially rewarding to know that it’s become a reliable and easy-to-use alternative to more costly treatments. We designed the mask to fit effortlessly into everyday life, so we’re glad the freedom to move around while wearing it has been a plus for you.
We also appreciate your kind words about our customer service team. They’re always here to make sure your experience is smooth from start to finish.
Wishing you continued success on your skincare journey!
Warm regards,
NovaLight Support Team
So uncomfortable
I have this and have used it a few times but it is so so uncomfortable. It digs in around my eyes and forehead no matter how many times I adjust the straps.
I have reached out to the company asking for advice before I give up and just get rid of it.
16 februari 2025
Review zonder uitnodiging
Antwoord van Novalight
Hi Jenna,
We are sorry that the mask felt uncomfortable and caused pain around your eyes and forehead. While almost 7,000 customers have had positive experiences with the Regenmask, we understand that it did not work out for you and apologize for letting you down. We now offer the Regenmask 2.0, designed to be more comfortable and reliable. Please get in touch with us again so we can assist you properly. Novalight’s Operations and Customer Support Teams have been fully rebuilt to provide the best service to our customers.
I would give 0 stars if I could
I would also give 0 stars if I could. Please don’t waste your money and buy a different brand instead. My device is faulty and stopped working almost straight away - when I eventually reached customer services (who are incredibly hard to contact) I was asked to send a video showing the issue. On receipt of the video they agreed to send a replacement device. I am still, 6 weeks on, waiting for this and now customer services are ignoring my emails asking for a status update. I doubt I will ever receive a replacement and now need to pursue a refund. An expensive mistake!
16 februari 2025
Review zonder uitnodiging
Antwoord van Novalight
Hi Emma,
We are sorry to hear that your device stopped working so quickly and that the replacement you were promised never arrived. While almost 7,000 customers have had smooth experiences, we understand that this was not your case and apologize for letting you down. We now offer the Regenmask 2.0, designed with improved reliability and comfort. Please get in touch with us again so we can resolve this properly for you. Novalight’s Operations and Customer Support Teams have been fully rebuilt to provide the best service to our customers.
I wouldn’t give any stars if it was…
I wouldn’t give any stars if it was possible. Stay away they are scammers. Tried to cancel my order but couldn’t so I have been trying to get my refund back since 09/01/25. They offer you 40% as a fair offer but I have declined that. I have been through PayPal where they offered me 75% which again declined. The best way to contact this company is from their website and go to contact. There you put your name, email and the message you want to send them. They do get back but not all the time but better than their many email addresses as they just bounce back. I am also going through the bank to get my money back. They are a dreadful company and should not be allowed to trade. I will not stop until I get my money back.
9 januari 2025
Antwoord van Novalight
Hi Wendy,
We are sorry that you were unable to cancel your order easily and that your refund attempts were drawn out with poor communication. While almost 7,000 customers have had smooth experiences with us, we understand that this was not the case for you. We now offer the Regenmask 2.0, designed with improved reliability and comfort. Please get in touch with us again so we can resolve this directly for you. Novalight’s Operations and Customer Support Teams have been fully rebuilt to provide the best service to our customers.
If I could give this 0 stars I would
If I could give this 0 stars I would. There is no customer service to speaking to and I have emailed three times to request a refund form to obtain a refund as the product is not fit for purpose. It has sharp prongs on the mask which left red indents within seconds of wearing the mask and made it unbearable to wear. DO NOT BUY THIS PRODUCT. They are ignoring my requests for a refund and I am seeking legal action to obtain my money back so I can buy a replacement LED mask elsewhere.
11 februari 2025
Review zonder uitnodiging
Antwoord van Novalight
Hello Danielle, I'm sorry to hear about the concerns you've raised regarding the mask and your refund request. I will ensure our Customer Support team reviews your case and contacts you to provide the appropriate assistance.
I was skeptical at first
I was skeptical at first, but after doing some research on red and blue light therapy, I decided to give this mask a try. After using it for a month, I’ve noticed a huge difference in my skin texture and overall glow. It’s so easy to use, and I appreciate that the battery lasts long. My skin feels firmer and much healthier!
6 februari 2025
Antwoord van Novalight
Dear Charles,
Thank you so much for your thoughtful review. We’re thrilled to hear that your research led you to give the NovaMask a try and even more excited that it’s delivered such noticeable improvements in your skin texture and glow.
It’s wonderful to know you’re finding it easy to use and that the long battery life adds to the convenience. Firmer, healthier skin is exactly what we aim to help our customers achieve, and we’re so glad it’s working for you.
If you ever want tips on customizing your sessions or pairing the mask with other products, we’re always here to support you.
Warm regards,
NovaLight Support Team
If I also could give them 0 stars I…
If I also could give them 0 stars I would. Absolute scammers. Website looks professional but don’t be fooled. This product has not been reviewed in any of the magazines they claim to be. The tracking details they send refer you to domains for sale. I refused delivery and it was returned immediately so well within the 30 days. I then proceeded to ask for a refund. They email you from various email addresses which change consistently and if you request a refund your emails become undeliverable. Thankfully I managed to get my refund back via my bank. I have also reported to all relevant agencies for being a scam. Avoid at all costs.
6 januari 2025
Review zonder uitnodiging
Antwoord van Novalight
Hi Gemma, we are sorry to hear about your experience with your order and the difficulties you faced with tracking and refund communication. While almost 7,000 customers have received their orders successfully, we understand that this was not your case and apologize for letting you down. We now offer the Regenmask 2.0, designed with improvements in both comfort and reliability. Please get in touch with us directly so we can provide proper support and resolve this for you. Novalight’s Operations and Customer Support Teams have been fully rebuilt to provide the best service to our customers.
I was advised not to use by my doctor…
I was advised not to use by my doctor due to
Medical reasons, after this had been dispatched. As soon as it arrived I informed your company of the problem. They then asked for photos etc which I sent to them. Then they said
They would only refund a very low percentage of what I paid. I told them I had hardly taken out of box (only to photograph for them) I then asked to send the addresss for refund and they a) haven’t sent the address and b) no mention if my full refund. I am debating putting in hands if my solicitor.
3 februari 2025
Review zonder uitnodiging
Antwoord van Novalight
Hello Ms McDowell, we are sorry to hear about your experience and that your medical concerns were not handled with the care and understanding they deserved. You should have been given clear instructions and fair support for a proper refund, and we apologize that this was not the case. We now have the Regenmask 2.0, developed with improvements in both product safety and customer service, and we would like the chance to assist you properly this time. Please reach out to us again so we can resolve this directly for you.
This is the perfect remedy for anyone…
This is the perfect remedy for anyone looking to improve their skin condition without expensive procedures. I love that I can achieve salon-like results at home without breaking the bank!
28 januari 2025
Antwoord van Novalight
Dear Joseph,
Thank you so much for your wonderful review. We’re delighted to hear that the NovaMask has helped you achieve salon-like results from the comfort of home.
Making professional-grade skincare accessible and affordable is one of our biggest goals, so it’s incredibly rewarding to know that you’re seeing real improvements without the need for expensive procedures.
If you ever want tips on customizing your sessions or pairing the mask with other products, we’re always here to support you.
Warm regards,
NovaLight Support Team
Easy to order and reasonable delivery…
Easy to order and reasonable delivery time.
The mask is quite uncomfortable, it’s my first mask so not sure if they all are.
2 februari 2025
Review zonder uitnodiging
Antwoord van Novalight
Dear Louise,
Thank you for your review. We’re glad to hear that the ordering process was smooth and that your mask arrived in a reasonable time.
We understand that comfort can take a little getting used to, especially with your first mask. The NovaMask is designed to balance effectiveness with wearability, but we know every face is different. If you’d like tips on adjusting the fit or easing into your sessions, we’re happy to help.
Thanks again for giving us a try and sharing your experience.
Warm regards,
NovaLight Support Team
My purchase became faulty within weeks…
My purchase became faulty within weeks of being received and I reported the issue via email at the beginning of November 2024. I have reached out on several occasions since then. Novalight acknowledged my complaint on two occasions and agreed that the LED lights on the mask were faulty after I provided pictures and video evidence. They mentioned that the matter was with their finance department.
To date, I have received no response, despite my patience and politeness each time I have contacted them. I am now also receiving returned emails.
If anyone has advice on how to escalate these issues with overseas retailers who are unwilling to resolve problems, I would greatly appreciate it.
5 november 2024
Review zonder uitnodiging
Antwoord van Novalight
Hello Taljeet,
We are sorry that your mask became faulty so quickly and that you received no resolution even after the defect was acknowledged. While almost 7,000 customers have had positive experiences, we understand that this was not your case and apologize for the frustration it caused. We now offer the Regenmask 2.0, designed to be more reliable and comfortable. Please get in touch with us again so we can assist you properly and make this right. Novalight’s Operations and Customer Support Teams have been fully rebuilt to provide the best service to our customers.
Avoid avoid didn’t even plug in as was…
Avoid avoid didn’t even plug in as was so painful on my face I couldn’t bear it big red welts across my eyes and nose requests refund and offered a % of refund I’m in my 30 day trial now all my emails bouncing back can’t not reach anyone
Now because I put a bad review on been offered 70% refund, but still bouncing my emails back. DO NOT BE FOOLED LIKE I WAS.
25 januari 2025
Review zonder uitnodiging
Antwoord van Novalight
Hi Vicki, we are sorry that the mask caused discomfort and that your refund request was not handled properly. While almost 7,000 customers have had positive experiences with us, we understand that this was not your case and apologize for only responding after your review. We now offer the Regenmask 2.0, designed with improved comfort and reliability. Please get in touch with us again so we can make this right for you. Novalight’s Operations and Customer Support Teams have been fully rebuilt to provide the best service to our customers.
If I could give 0 stars I would
If I could give 0 stars I would. The face mask is really bad quality, I emailed Novalight UK to return it, They emailed back from an email address that can't get emails delivered to so my email was retuned. Luckily I paid my Paypal so I contacted them, they have managed to get them to offer me a full refund but I have to send it to Reunion, this cost me £15. I note that someone said they had there parcel returned from that address as it does not exist. I will wait and see. Do not buy this mask, the buyer get them from China for £13.50. They are cheap and painful to wear.
28 januari 2025
Review zonder uitnodiging
Antwoord van Novalight
Hi Lucy,
We are sorry that the mask caused discomfort and that your return request was complicated with unclear shipping details. While almost 7,000 customers have had smooth experiences with us, we understand that this was not your case and apologize for letting you down. We now offer the Regenmask 2.0, designed with improvements in comfort and reliability. Please get in touch with us again so we can resolve this directly for you. Novalight’s Operations and Customer Support Teams have been fully rebuilt to provide the best service to our customers.
DON’T GO NEAR THEM -SCAMMERS
Tried to return this piece of cheap plastic garbage after contacting them. They will answer your first email and offer you 40% reduction but when you reply that you just want your money back as per their 30 day returns policy, then they block your follow up emails (I’ve sent 6 now from different email addresses) and I can not find another way to contact them. AVOID AT ALL COSTS !
5 januari 2025
Review zonder uitnodiging
Antwoord van Novalight
Hello M, we are very sorry to hear that the mask felt so uncomfortable for you and that your refund request was not handled as it should have been. You should have received clear communication and proper support, and we regret that you instead felt ignored and frustrated. While we have served nearly 7,000 customers with mostly positive experiences, we recognize that this was not the case for you. We now also offer the Regenmask 2.0, designed with better comfort, quality, and reliability. Don’t hesitate to get in touch with us again, and we will do our best to make this right for you. Novalight's Operation Team, including our Customer Support Team, has been rebuilt to offer our customers the best service.
SCAM - DO NOT BUY
I purchased this on the 25th December but still haven't received anything and no word from customer service, no tracking, no nothing.
COMPLETE SCAM DO NOT BUY!
25 december 2024
Review zonder uitnodiging
Antwoord van Novalight
Hello Melissa, I'm very sorry to hear you haven't received your order or any updates from us. I'll ensure our Customer Support team reviews your case and contacts you to assist further.
Please do not ever buy from this…
Please do not ever buy from this website.
After I ordered the mask.. without doing my proper research on this website.. I received a link to track the shipment.. this link sends you to strange websites.. so you cannot track your order..
After I received the delivery about 12 days after the order placement.. to my disappointment the mask was very very poor quality, the package, some of the lights of the mask were flashing strangely.. Super substandard product overall. No reliable paperwork found in the box either.
The worst started when I decided to exercise my right to ask for return and refund of this substandard, unusable product.. I contacted their e-mail address stated on their website.. notice.. a gmail e-mail address ..not even a company address.
I was told I cannot return and refund (although on the website it states you can return and ask for refund 14 days after receiving your delivery..as per their T&Cs).. they said in the e-mail I need to send a video of the mask with the issues I see and they will provide a solution.
When I explained I do not want a solution to fix the issues I see with the mask and I want to return within the 14 days after order received.
I also asked for the the information stated on their website via e-mail to be shared with me- FDA approval, patent number, articles from the magazines which recommended the mask and where I can find the stated reviews on their website: 4.7/5 (Based on 629 reviews).
After this e-mail I received an e-mail back in which I was told I need to send, please note, a written letter to an address via post, which does not exist in France, to the more complex claims team. Which legit company would ask you to send a complaint letter, to none existing address in France via post..
When I explained this does not sound right and I insist on returning this mask and I would like a full refund I was offered first 40% and in a second e-mail a 45% refund..
I have all the e-mails and correspondence on the above which I can share on request to prove..
Please stay away from this website and do not order anything from it!
17 januari 2025
Review zonder uitnodiging
Antwoord van Novalight
Hi Polly,
We are sorry that you received a mask in poor condition and that your refund and return requests were not handled as expected. While almost 7,000 customers have had smooth experiences with us, we understand that this was not your case and apologize for letting you down. We now offer the Regenmask 2.0, designed with improvements in both quality and comfort. Please get in touch with us directly so we can assist you properly and make this right. Novalight’s Operations and Customer Support Teams have been fully rebuilt to provide the best service to our customers.
The NOVALIGHT mask exceeded all my…
The NOVALIGHT mask exceeded all my expectations! It really works. I was skeptical at first, but now I’m a firm believer. This is great!
15 januari 2025
Antwoord van Novalight
Dear Mark,
Thank you so much for your fantastic review. We’re thrilled to hear that the NovaLight mask exceeded your expectations and turned your initial skepticism into confidence.
It’s incredibly rewarding to know that the results have made you a firm believer. That kind of transformation is exactly what we hope to deliver with every product.
If you ever want tips on customizing your sessions or pairing the mask with other products, we’re always here to support you.
Warm regards,
NovaLight Support Team
No reply
I purchased the mask but was given one for Christmas so I asked them for return details as the product was unused and within its 30 day return window. I have chased 3 times but they are not answering my emails!!!!!
24 december 2024
Review zonder uitnodiging
Antwoord van Novalight
Hello Miriam, I'm sorry to hear that you've had difficulty contacting us regarding your return. I'll ensure our Customer Support team reviews your emails and assists you with your case.
Terrible Cheap Chinese plastic product
Very Poor Customer Service and Inferior product/packaging.
My Novalight product was delivered in just a white plastic bag. The product box had no other protective packaging or bubble wrap around it, the box has been badly damaged. I had also tried to cancel the Item before it had even shipped, this was ignored, and they pretended it had already been shipped on the 1st Jan. REALLY ???
Customer service refused to offer a refund (even though I was still within my 14 day cancellation period. I’ve had no further responses on my return request and overall had a very poor customer service and lack of communication, infact the emails get returned. I’ll have no option but to initiate a charge-back through my credit card, same as previous customers have stated.
Strongly suggest you Avoid this company, the basic expectations of adequate packaging and good problem resolution are severely lacking.
9 januari 2025
Review zonder uitnodiging
Antwoord van Novalight
Dear Hattie,
We’re very sorry to hear about your experience and the frustration it’s caused. This is not the standard we aim to uphold, and we take your feedback seriously.
We understand how disappointing it must be to receive a damaged product and to feel unsupported during the return process. We’d like to investigate this further and work toward a resolution. Please reach out to our support team at info@novalight-shop.com with your order details so we can review your case properly.
Your satisfaction matters to us, and we appreciate you bringing this to our attention.
Sincerely,
NovaLight Support Team
Do not buy this mask…
Do not buy this mask…
I used the novalight twice for ten minutes and it made Red lumpy marks on my face, not a burn but caused scabs from where the mask has pulsated.
So disappointed.
The mask itself is not branded.
The instructions on use are less than informative.
3 januari 2025
Review zonder uitnodiging
Antwoord van Novalight
Dear Sarah,
We’re truly sorry to hear about your experience and appreciate you taking the time to share it. Your feedback is deeply concerning, and we want to make things right.
Skin reactions are rare, but we take every report seriously, especially when it involves discomfort. We’d like to understand more about what happened and ensure you receive the support you deserve. Please reach out to our customer care team at support@novalight.co.uk so we can investigate further and offer a resolution.
We also regret that the instructions didn’t meet your expectations. We’re actively working to improve our guidance materials to make setup and usage as clear and safe as possible.
Thank you again for bringing this to our attention.
Warm regards,
NovaLight Support Team
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