Refund and Returns Policy

InfraLux® Refund and Returns Policy

 

Last updated: November 30, 2025

At InfraLux®, we want you to be completely satisfied with your advanced infrared therapy device. Please review our policy carefully.

 

Initiating a Return or Refund

 

To initiate a return or refund request, the customer must contact our Customer Care team at support@try-infralux.com within 30 days of the date the product was received.

 

1. Changed Your Mind? (Standard 30-Day Return)

 

If you are not satisfied with your purchase, you have 30 days from the date of receipt to request and send back your item(s).

  • Eligibility for Full Refund: To be eligible for a full refund, the item must be returned complete with all original accessories, gifts, and packaging intact.

  • Deductions: If you choose to keep any free gifts or bundle accessories, the retail value of those items will be deducted from your total refund amount.

  • Condition of Return: All items are inspected upon return. If an item is returned to us damaged, used, in an unsuitable condition, or not as stated in the return request, we reserve the right to deny the refund.

  • Festive Period Extension: We understand you might need a little more time over the festive period. From November 1st, you can return any unopened and unused items to us for a refund until January 31st. Warranty terms and conditions remain unchanged.

  • Return Shipping Cost: Please note that we are unable to refund any delivery or postage costs incurred by the customer for returning the item(s).

 

2. Faults and Warranty

 

If you experience problems operating your InfraLux® device or believe there is an issue with its function, please contact us at support@try-infralux.com to submit your request for evaluation.

  • Faults within 30 Days: If your device develops a fault within the first 30 days of receipt, we are happy to issue a full refund, should you not want a replacement.

  • Faults After 30 Days: If your item is found to have an issue, we will endeavour to replace it as a like-for-like replacement. We do not replace any consumable items.

  • Replacement Terms: Your original warranty period does not refresh with replacement devices; it remains applicable from your original purchase date.

  • Discontinued Items: In cases where an item is discontinued during the warranty period and we are unable to exchange, we may offer store credit as an alternative.

  • Non-Faulty Items: If your item is inspected and found to be functioning to manufacturer specifications, it will be returned to you at your expense.

 

3. Cancellations and Amendments

 

We will endeavour to accommodate all requests for order cancellations or address changes. However, once an order is processed by our warehouse team for dispatch, we cannot guarantee any amendments. We strongly advise that all customers double-check the contents of their order, discount codes, and shipping information before confirming their order.

 

4. Refund Processing and Financial Details

 

  • Processing Time: We aim to process your return and inspection within 14 working days of receiving your parcel at our return center. You will receive an email confirmation once processed.

  • Credit Time: We advise that it can take up to 5 working days for your bank account to be credited with the refund, but some payment providers can take up to 14 days.

  • Method: All refunds will be issued to the original payment method used for the purchase. If a gift card was used, a credit voucher will be issued.

  • Incorrect Pricing: If a product is priced incorrectly, we reserve the right to cancel the order and will issue a full refund immediately upon cancellation.

  • Refused Delivery: If a customer refuses the delivery of the parcel for any reason, all shipping costs and import duty fees related to the automatic return of the parcel to the sender will be charged to the customer and deducted from the total amount to be refunded.

 

5. Responsibility and Return Shipping

 

  • Customer Responsibility: Returned items are your responsibility until they reach our designated returns center. Please ensure they are packed securely and well protected. Please retain your proof of postage, including the tracking number.

  • Return Address: Items to be returned must be shipped at the customer's expense to the following address:

    InfraLux® Returns Processing [Contact Customer Care at support@try-infralux.com for the specific return address and RMA details required for processing.]

  • Inspection: Refunds for returned products will only be issued after physical inspection by our staff. Delivery of the return by the courier does not guarantee an immediate refund.

 

6. Fair Use Policy

 

We monitor return activity for misuse. One single return/refund request per customer is generally available every 6 months. If we notice an unusual pattern of returns activity that suggests misuse (e.g., suspected use and return under a satisfaction guarantee, or frequently returning items that do not match the order), we may have to deactivate the account. If you believe this is a mistake, please contact our Customer Care team.