Refund policy

Refund & Returns Policy

Please read this before you order. It explains exactly when a return or a refund is possible, and exactly what we need from you, so there are no surprises later.

We stand behind these devices. That is why we offer both a straightforward 30-day return on unused items and a 30-Day Results Guarantee for people who actually used the device and did not get the result they wanted. The guarantee asks for real proof of use, because that is the only way we can offer it at all and still keep our prices where they are.

THE SHORT VERSION

• Still unused, unworn and in its original packaging? Request a return within 30 days of delivery.
• Used it properly for 30 days and genuinely saw no results? That is what the 30-Day Results Guarantee is for. It requires four videos taken across the month. The full conditions are below and we apply them strictly.
• Creams, serums and patches? These cannot be returned once they have shipped, opened or unopened, for hygiene reasons.
• Arrived damaged, defective, incomplete or incorrect? Contact us within 7 days of delivery with photos and we will fix it at our cost.

Everything starts the same way: email hello@redlightbuddy.com with your order number. Items sent back without an approved return request cannot be matched to an order and will not be accepted.

30-DAY RETURNS ON UNUSED ITEMS

You have 30 days from the day you receive your item to request a return.

To be eligible, the item must be:

• In the same condition in which you received it
• Unworn and unused
• Complete, with all tags, accessories, cables and inserts
• In its original packaging
• Accompanied by your receipt or proof of purchase

Email hello@redlightbuddy.com to start a return. If your return is approved we will send you instructions on how and where to send the package. Please wait for those instructions before shipping anything back.

Return shipping is paid by you, unless the item arrived damaged, defective or incorrect, in which case we cover it in both directions. Original shipping charges are not refunded.

When your return arrives we inspect it. If the device shows signs of use, if parts are missing, or if the packaging is not the original, the return is refused and the item is sent back to you at your cost.

NON-RETURNABLE ITEMS

For hygiene reasons, we cannot accept returns or exchanges on our topical and wearable-consumable range, whether opened or unopened. This includes:

• Firming and tightening creams
• Serums
• Slimming and GLP-1 patches
• Any other cream, gel or topical product

These come into direct contact with skin. We cannot verify how they have been stored or handled once they leave us, and we will never resell one to another customer.

The following also cannot be returned or refunded:

• Gift cards
• Free gifts received as part of a bundle, unless the paid item is also returned
• Items marked Final Sale or bought at a discount of 50 percent or more
• Custom, personalised or special-order items
• Items purchased from anyone other than Red Light Buddy or an authorised retailer

If you are unsure whether your item qualifies, email us before you open it. We would much rather answer a question first than have you open something you did not need.

30-DAY RESULTS GUARANTEE

This is not a change-of-mind guarantee and it is not a general money-back offer. It covers one specific situation: you used the device consistently, for the full 30 days, exactly as instructed, and you saw no results.

If that happens we refund the product price in full and you keep the device. There is nothing to ship back.

To claim, all of the following conditions must be met. We apply them as written.

1. FOUR VIDEOS ACROSS THE MONTH

You must send at least four separate videos, each showing you actually using the device, spread across your 30 days. We expect roughly one per week. Four videos recorded on the same day, or across a single week, do not meet this condition.

Each video must show a full session in a single continuous shot: the device switched on, positioned on the treatment area, and running. Clips that only show the device sitting on a table, or only show the packaging, do not count as proof of use.

2. THE BEFORE VIDEO

Before your first session, record a continuous video of the treatment area in clear, natural light, followed by the unopened device in the same unbroken shot. This establishes your starting point and confirms the device was still sealed at that moment. Without this video we cannot process a claim, and no exception is made for claims submitted without it.

3. THE AFTER VIDEO

At the end of your 30 days, record a second video of the same area, in the same lighting, from the same angles and the same distance as the before video.

4. ALL FOOTAGE MUST BE ORIGINAL

Send the original camera files. Not screenshots, not screen recordings, not re-films, and nothing that has been edited, filtered, cropped, trimmed, sped up, beautified or exported through another app.

The original file dates must be intact, and they must show that the before video came first, that the four usage videos are genuinely spread across the period, and that at least 25 days separate the before video from the after video.

5. THE INSTRUCTIONS MUST HAVE BEEN FOLLOWED

Sessions must have been carried out as described in the instructions included with your order: correct placement, correct duration, and the recommended frequency. Claims where sessions were shortened, skipped for long stretches, or where the device was used over thick clothing or on an area it was not designed for are not eligible.

If the footage shows the device was not used correctly, we will tell you exactly what went wrong and give you the chance to try again within your 30 days.

6. TIMING

Your 30 days start on the date your order is delivered. Your completed claim, including all videos, must reach us no later than 35 days after delivery. Claims arriving after that cannot be considered.

7. ONE CLAIM ONLY

One Results Guarantee claim per customer, household, shipping address and payment method. The guarantee covers items bought directly from Red Light Buddy or from an authorised retailer, with a valid order number.

8. WHAT IS REFUNDED

The product price is refunded to your original payment method. Original shipping charges are not refunded. If your order included free gifts, their listed value is deducted from the refund unless the gifts are returned unopened.

We may ask for additional footage, clearer video, or a short video call before approving a claim. We review every claim individually and we always explain our decision in writing.

Any claim containing edited footage, reused or borrowed material, another person's body, or false statements will be refused, and the guarantee is void for that customer.

We know these conditions are specific. They exist because a guarantee on a product you keep only works if the result can actually be verified. In practice most claims we receive come down to inconsistent use, and once we see the footage we can usually get you the result you wanted. If we cannot, you get your money back.

DAMAGES AND ISSUES

Please inspect your order as soon as it arrives. If the item is defective, damaged, incomplete or incorrect, contact us immediately and no later than 7 days after delivery, with:

• A photo or video showing everything you received, including the outer box
• A clear view of the product and of the damaged, missing or incorrect part

Once verified we send a replacement or issue a refund, whichever you prefer, and we cover shipping in both directions.

Cosmetic damage to the outer shipping box alone, where the product inside is intact and works normally, is not grounds for a refund or exchange. Couriers handle a lot of parcels and boxes pick up scuffs. If the product itself is affected in any way, it is covered.

Reports made more than 7 days after delivery may not be eligible, because at that point we can no longer establish whether the damage happened in transit.

EXCHANGES

The fastest way to get what you want is to return the item you have and, once the return is approved, place a separate order for the replacement. This way you are not waiting on our inspection before your new item ships.

CANCELLATIONS

You can cancel for a full refund at any time before your order is fulfilled. We process orders within 1 to 3 business days, so please email us as soon as possible. Once your order has shipped, the sections above apply.

ADDRESS ACCURACY AND REFUSED PACKAGES

Please check your shipping address carefully at checkout. If a package comes back to us because it was refused, left unclaimed, or sent to an incorrect or incomplete address, we refund the order minus the outbound and return shipping we actually paid.

EUROPEAN UNION AND UNITED KINGDOM: 14-DAY COOLING OFF PERIOD

If your order ships into the European Union or the United Kingdom, you have a statutory right to cancel within 14 days of receiving it, for any reason and without giving a justification. This right sits alongside everything above and is not replaced by it.

To use it, contact us within 14 days of delivery. The item must be returned complete and in its original packaging, and you will need your receipt or proof of purchase. You are responsible for the cost of returning the item. We refund within 14 days of receiving it back, or of receiving proof that you sent it.

Two things to be aware of:

Sealed goods which are not suitable for return for reasons of health protection or hygiene are excluded from this right once they have been unsealed after delivery. Our creams, serums and patches fall into that category.

If you handle a device beyond what is necessary to establish its nature, characteristics and functioning, we may reduce your refund to reflect the loss in value. In plain terms: unboxing it and checking that it powers on is fine, using it for three weeks is not.

Nothing in this policy limits your legal rights in relation to goods that are faulty, damaged or not as described.

REFUNDS

We notify you once we have received and inspected your return, and tell you whether the refund was approved.

If approved, the refund goes back to your original payment method within 10 business days. Please allow additional time for your bank or card provider to post it, as they add their own processing time on top.

If more than 15 business days have passed since we confirmed your refund and it has not reached you, email hello@redlightbuddy.com and we will chase it with you.

CHARGEBACKS AND DISPUTES

Please contact us before you contact your bank. Almost every issue is resolved within a day or two by email, and we would always rather fix the problem than argue about it.

If a dispute is opened we respond with the full order record: proof of purchase, carrier tracking and delivery confirmation, our written correspondence with you, the terms accepted at checkout, and any material submitted under a Results Guarantee claim.

Opening a chargeback while a Results Guarantee claim is in progress will close that claim, because the same order cannot be assessed in two places at once. Once the bank has ruled, that decision is final for us as well.

Where a chargeback is filed on a delivered order and no contact was ever made with us, or where the claim made to the bank does not match the facts, we reserve the right to decline future orders from that customer, shipping address or payment method.

CONTACT US

Red Light Buddy LLC
34 Wolf Pond Rd
Wurtsboro, New York (NY), 12790

hello@redlightbuddy.com
We reply within 1 business day, Monday to Friday.

We would genuinely rather help you get the result than process a refund. If your sessions are not going the way you expected, email us with a photo and we will walk you through it.