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... See more
Company replied
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See what reviewers are saying
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... See more
Company replied
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.... See more
Company replied
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... See more
Company replied
2.0
Poor
114 reviews
Replied to 100% of negative reviews
Typically takes over 1 month to reply
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Even one star is too much
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.
You ll see that to this notice they will answer me " contact us on × email" ..well I did it and just no answer to my repetitive e mails.
Tel also impossible
Their mask is cheap material due to work only a few months
Here is what they use to answer to your critics :
"To assist you further, we kindly ask that you reach out to us directly with your order details at "info novalight-shop.com" . This will allow us to locate your purchase in our system and provide the appropriate support"
THIS IS A LIE.
10 March 2026
Unprompted review
Reply from Novalight
Dear Customer,
We sincerely apologize for the inconvenience you’ve experienced with your LED mask. We understand how frustrating it must be when a product does not meet expectations and when communication feels difficult.
To assist you further, we kindly ask that you reach out to us directly with your order details at info@novalight-shop.com. This will allow us to locate your purchase in our system and provide the appropriate support.
We truly regret the trouble you’ve faced and want to resolve this matter for you as quickly as possible.
Warm regards,
Novalight Support Team
Terrible!!!!
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.
I did not sign up for any membership, nor was I properly informed that I would be charged $39.00. I expect the remaining $20.00 to be refunded immediately.
This matter needs to be corrected in full.
Terrible!!!!! Never use this company! Scam...scam! Not sure how they are still doing Hello,
I recently posted a review regarding your “membership” policy because I never agreed to enroll in any membership when ordering your product.
Despite this, I was charged an additional $49 without any clear notification or authorization. I contacted customer service and was offered a 30% refund, then 50%, but I did not agree to a partial refund because I did not authorize this charge in the first place.
I am formally requesting a full refund of the $49 back to my original form of payment immediately.
I was never clearly informed that I would be enrolled in a membership or that a recurring $49 fee would be charged. Charging customers without explicit consent is unacceptable and highly unethical.
Please confirm in writing when the full $49 has been credited back to my bank card.
I look forward to your prompt resolution of this issue.
1 March 2026
Unprompted review
Reply from Novalight
We sincerely apologize for any inconvenience caused. Please note that we do not offer any subscription-based services, and we are unable to locate your order in our system. To assist you further, we kindly ask that you share your order details with us via email at info@novalight-shop.com so we can investigate and resolve this matter promptly.
Thank you for bringing this to our attention—we look forward to your reply so we can assist you accordingly.
Warm regards,
Nova Light Support Team
No product but keep charging me
They continue to charge my credit card and I haven’t received any product. Total scam.
9 February 2026
Unprompted review
Reply from Novalight
Thank you for sharing your feedback.
We have already reached out to you directly via email to clarify this matter and provided screenshots of your order details.
After reviewing our records, we can confirm that you placed two orders with us in June 2024, each for €1.79. Both orders were cancelled and fully refunded the same month. We do not operate any subscription-based services, and no recurring charges were made by us.
It is possible that another brand with a similar name may have processed a charge, which could be causing this misunderstanding. We kindly ask you to check your bank account records to verify the source of the charge.
We sincerely regret any confusion and hope this clears up the situation. Please feel free to reach out to our support team if you need further assistance.
Warm regards,
Novalight Support Team
Misleading promises, not working
Misleading promises, no support, no refund
Before purchasing, I was explicitly assured that the product could be returned. Once I attempted to return it, this promise was not honored.
The mask showed no effect whatsoever. Despite this, there was no refund — not even a partial one.
Customer support is non-existent. Multiple attempts to contact the company were ignored, with no response or resolution.
This experience feels misleading and unprofessional. Commitments made before the sale were not respected afterward.
I regret this purchase and cannot recommend this company or product.
12 February 2025
Unprompted review
Reply from Novalight
We’re very sorry to hear about your experience and the frustration this has caused. We understand how disappointing it must feel when expectations are not met, and we sincerely apologize if you felt unsupported during your attempts to reach us.
Please know that we take feedback like this seriously, and we want to investigate your case further. Could you kindly share your order details with us at info@novalight-shop.com so our team can review the situation and work with you toward a fair resolution?
We truly appreciate you bringing this to our attention and giving us the opportunity to make things right.
Warm regards,
NovaLight Support Team
Terrible design & waste of money
Terrible design. I would not recommend purchasing the Novalight mask. The electrodes don’t work on the side Md bottom of the face and the pads hurt even when they are removed. The elastic is poor fitting and neck piece is poorly structured. Don’t waste your money and try a different brand. I have not seen any improvement in my skin. Not sure of the wavelength this device emits but seems like a con product.
0/10- AVOID
14 January 2026
Unprompted review
Reply from Novalight
We’re very sorry to hear about your experience with the mask and the discomfort you’ve described. We understand how important both comfort and visible results are, and we regret that the product has not met your expectations.
Your feedback regarding the electrodes, pads, elastic, and neck piece is valuable to us, and we will share it with our product team for review. We’d also like to look into your specific case further to see how we can assist you. Could you please contact us directly at info@novalight-shop.com with your order details? This will allow our team to investigate and work with you toward a resolution.
We appreciate you bringing this to our attention and giving us the opportunity to make things right.
Warm regards,
NovaLight Support Team
I highly recommend avoiding this…
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 "joined" until I saw the charge on my statement. Customer service was no help. Do not buy.
10 January 2026
Unprompted review
Reply from Novalight
We’re very sorry to hear about your experience and the frustration this has caused. Please know that we take feedback like this seriously, and we never want our customers to feel misled or unsupported.
To help us investigate and resolve this matter quickly, could you please share your order details with us at info@novalight-shop.com? Our team will review your case thoroughly and work with you toward a fair resolution.
We truly appreciate you bringing this to our attention and giving us the opportunity to make things right.
Beware ... Bait & Switch
It's a "bait and switch" website where they advertise one product and send a cheap Chinese substitute that looks nothing like the advertised product. Recommend against this despite their authenticity claims. Customer Service is useless.
4 January 2026
Unprompted review
Reply from Novalight
We’re very sorry to hear about your experience and the disappointment this has caused. Please know that we take claims like this very seriously, and we never want our customers to feel misled or unsupported.
To help us investigate further and provide a resolution, could you please share your order details with us at info@novalight-shop.com? Our team will review your case promptly and work with you to address your concerns.
We appreciate you bringing this to our attention and giving us the opportunity to make things right.
A way to take more than you will ever erceive
I asked for a 37.00 eyepatch from Novalift they unchanged me 100.00 which came to 137. Usd. I asked for a total refund on Dec 25. 2025. They refunded then they charged me 135.00 after I complained to them about the upcharge and being scammed out of my money. Don't deal with these people they are scammers!!!
24 December 2025
Unprompted review
Reply from Novalight
Thank you for sharing your feedback. We’re very sorry to hear about the difficulties you’ve experienced. We would like to clarify that NovaLight and NovaLift are separate companies, and we are not affiliated with NovaLift or their products.
If your order was placed with NovaLift, we unfortunately do not have access to their systems and cannot resolve issues related to their charges. We recommend reaching out directly to NovaLift’s customer service team for assistance with your refund and subscription concerns.
We appreciate your understanding and hope this helps clear up the confusion.
Warm regards,
NovaLight Support Team
What a scam!
What a scam! I ordered the under eye patches and they were completely dry and when I emailed customer service they assured me that they would still work- they did not. Then a month later I get a second charge from them. Apparently when you place an order you are automatically enrolled in their subscription service for $39.99 a month. So I canceled my subscription and waited for the next package to arrive so I could return it for a full refund. When no package arrived I reached out again and they said that the subscription cost doesn’t include any actual products, it just gets you a lower price when you order. That is just wrong. Do not buy from them!
24 November 2025
Unprompted review
Reply from Novalight
We’re truly sorry to hear about your experience and the frustration this has caused. This is not the level of service we aim to provide, and we sincerely apologize for any confusion regarding your order and subscription.
To help us investigate and resolve this matter quickly, could you please share your order details with us at info@novalight-shop.com? Once we have this information, our team will review your case and work with you toward a fair resolution.
We appreciate you bringing this to our attention and giving us the opportunity to make things right.
Uncomfortable and no visible results…
I find the mask uncomfortable to wear so I do not use the head band, I just rest it on my face lying on the bed. The nodules dig into the skin & I never use the electrolytes as they are to painful and even on the lowest setting left marks in my skin for a few days after. This was a Mother’s Day gift, but I could not recommend anyone to purchase this product. I am using it more regularly then I was to see if I can notice any results but so far I cannot say that I have.
30 March 2025
Unprompted review
Reply from Novalight
Thank you for sharing your experience with us, and we’re truly sorry to hear that the mask has been uncomfortable for you and that you haven’t yet seen the results you were hoping for. Your feedback is very important, and we take concerns about comfort and effectiveness seriously.
We’d like to investigate this further and provide guidance that may help improve your experience. Could you please reach out to us directly at ''info@novalight-shop.com'' with your order details? This will allow our team to review your case and work with you toward a suitable resolution.
We appreciate you bringing this to our attention and giving us the opportunity to make things right.
Thanks for all the customer reviews
Thanks for all the customer reviews. I will not buy the product I was looking at for my son for Christmas.
23 November 2025
Unprompted review
Reply from Novalight
Dear Mariana,
Thank you for taking the time to share your thoughts. We’re sorry to hear that the reviews you’ve read have led you to decide against purchasing. At NovaLight, we take all customer feedback seriously and are committed to continuously improving our products and service.
If you’d like more information about the product you were considering for your son, or if you have specific concerns you’d like addressed, our team would be happy to provide detailed guidance and answer any questions directly. Please feel free to reach out to us at info@novalight-shop.com.
We truly value your perspective and hope we may have the opportunity to assist you in the future.
Warm regards,
NovaLight Support Team
Terrible company. !!!
Well this is the 2nd review I have written. I post the response after months below so you can keep up to date.
This company promises you a full refund if you are not happy. Good luck in any response. Or if you do get a response. Read below. They do not follow it up.
Trustpilot
Reply from
Novalight
Hello Jo, we are sorry to hear that the Regenmask felt uncomfortable and that your return request did not go smoothly. We have served almost 7,000 customers with very few issues, but we know it does not always work for everyone. That is why we created the Regenmask 2.0, designed to be more comfortable and effective. Don't hesitate to get in touch with us again, and we will do our best to make this right for you. Novalight's
Operations and Customer Support Teams have been fully rebuilt to offer our customers the best service.
I'm still trying to return. Get my money back.
Absolutely shocking service.
21 October 2025
Unprompted review
Reply from Novalight
Dear Joann,
Thank you for taking the time to share your experience, and we sincerely apologize for the frustration and delays you've encountered. We understand how disappointing it must be to feel unheard, especially after multiple attempts to reach us.
We acknowledge that your initial return request was not handled as it should have been, and we deeply regret the inconvenience caused. While we do offer a full refund within our 30-day policy, we recognize that your situation required more attentive support, and we’re sorry that we fell short.
Since your last review, we’ve taken significant steps to improve our customer service operations, including rebuilding our support team to ensure faster and more reliable responses. We’re pleased to confirm that your case has now been addressed directly, and we’ve provided return instructions along with a commitment to process either a refund or an exchange once your item arrives.
We truly appreciate your persistence and patience, and we’re grateful for the opportunity to make this right. If there’s anything further we can do to assist, please don’t hesitate to contact us directly at support@novalight.co.uk.
Kind regards,
NovaLight Support Team
Scam
Scam. No customer service, no refunds, they take your money and run. They supplies a Chinese plastic mask that costs £15 to produce. Buyer beware.
2 September 2025
Unprompted review
Reply from Novalight
Hi Lesley, we are sorry to hear about your experience. We have served almost 7,000 customers with very few issues, but we understand that it did not work out for you. That is why we created the Regenmask 2.0, designed to be more comfortable and effective. Please don’t hesitate to contact us again, and we will do our best to make things right for you. Novalight’s Operations and Customer Support Teams have been fully rebuilt to offer our customers the best service.
Wish I’d seen the reviews before I…
Wish I’d seen the reviews before I bought the mask. Sooo uncomfortable the stoppers dig into your face and it’s painful - ridiculous. No answer from customer service either - I wanted to return it but of course they are not going to answer!!! Very disappointing. Times are hard enough with inflation, I didn’t need to be ripped off
Edit: I had a reply to offer apologies and admitting nobody replied when they should have and that I was right, this mask is painful etc. but then suggesting I spend another £80 (special discount) to buy their new mask! (To be clear, I tried to contact them at the start to return my mask and get a refund. So I am not being unreasonable here) I am not spending more money, I want a replacement (ie the latest mask) in return of the one that is very painful. However, I have not had a reply to date.
Edit: (18/09) just received a reply and I’m happy to report they have agreed to send me a replacement. Awaiting my parcel.
6 August 2025
Unprompted review
Reply from Novalight
Hello Jessica, I'm truly sorry to hear about your experience. I will ensure that our Customer Support team reviews your emails and assists you appropriately.
it is a scam
it is a scam. The mask looks flimsy and not stable. I have wanted to return the item (not used) and no-one from Novalight responded. DO NOT BUY
1 July 2025
Unprompted review
Reply from Novalight
Hi Marine, we are sorry to hear that the Regenmask felt flimsy and unstable, and that your return request was not responded to. We have served almost 7,000 customers with very few issues, but we know it does not always work for everyone. That is why we created the Regenmask 2.0, designed to be more comfortable, stable, and effective. Don’t hesitate to get in touch with us again, and we will do our best to make this right for you. Novalight’s Operations and Customer Support Teams have been fully rebuilt to offer our customers the best service.
DO NOT BUY
DO NOT BUY
This is the most uncomfortable mask I have ever worn. I use LED masks when I have my facials and they are so relaxing. This is what I was hoping for. Unfortunately you can not even wear it for 5 minutes. Digs into your nose and forehead. Whether sat up or laying down. Its so uncomfortable it actually hurts. Where it digs into your skin as so heavy.
10 June 2025
Unprompted review
Reply from Novalight
Hello Jo, we are sorry to hear that the Regenmask felt uncomfortable and that your return request did not go smoothly. We have served almost 7,000 customers with very few issues, but we know it does not always work for everyone. That is why we created the Regenmask 2.0, designed to be more comfortable and effective. Don’t hesitate to get in touch with us again, and we will do our best to make this right for you. Novalight’s Operations and Customer Support Teams have been fully rebuilt to offer our customers the best service.
Ordered the mask
Ordered the mask ! No strap , tried and tried to email the pictures they wanted of the mask I bought but they bounce back ! They have order number , why do they need pictures? Terrible customer service ! Do not buy
5 February 2025
Unprompted review
Reply from Novalight
Hello Kerry, we are very sorry that your Regenmask arrived without the strap and that sending the requested photos caused so much difficulty. While almost 7,000 customers have received their masks without issue, we understand that this situation was frustrating for you. We now offer the Regenmask 2.0, designed with a more secure strap and improved comfort. Please reach out to us again so we can make sure this is resolved properly. Novalight’s Operations and Customer Support Teams have been fully rebuilt to provide the best service to our customers.
DO NOT BUY!! The most uncomfortable face mask I’ve…
The most uncomfortable face mask I’ve ever worn!! it pushes into my eyes and the strap barely holds it on my face, I have to lay down using it. I contacted customer service to return and get a refund but they avoided all of my emails. I wouldn’t recommend Novalight to my worst enemy!
2 May 2025
Unprompted review
Reply from Novalight
Hello Imogen, I’m very sorry to hear about your experience with the mask and the difficulty you’ve had reaching our Customer Support. I will ensure that your emails are reviewed and that our team assists you with your return and refund request.
I would give this no stars if I could
I would give this no stars if I could. This product does not work, at all unless it is plugged into the mains. The design is painful to wear and you just couldn’t wear it regardless. I have tried countless times to contact customer service but no response. DO NOT BUT THIS PRODUCT, Pleeeeeease! It is most definitely a scam company.
1 May 2025
Unprompted review
Reply from Novalight
Hello Madeline, I’m very sorry to hear about your experience with the product and the difficulties you’ve had contacting our Customer Support. I’ll ensure that your messages are reviewed and that our team assists you with your concerns as quickly as possible.
Bought this face mask and was super…
Bought this face mask and was super excited. Put it on and it's so uncomfortable that I couldn't use it. It sat on the bridge of my nose and seriously hurt. I contact nova light and they wouldn't supply a refund but offered me a 35% discount which I had to accept. Sadly to this day I have not received this refund as promised by this company despite contacting them several times. Thisbis over a period of 2 months. Just silence. So i have no alternative but to give this company a one star which is something I rarely do. Sad really as
26 March 2025
Unprompted review
Reply from Novalight
Hello Jeannette, we are sorry to hear that the mask felt painful to wear and that your refund concerns were not resolved as they should have been. While almost 7,000 customers have had positive experiences, we understand that this was not your case. We now offer the Regenmask 2.0, designed with improved comfort and effectiveness based on customer feedback. Please reach out to us again so we can make sure this is handled properly for you. Novalight’s Operations and Customer Support Teams have been fully rebuilt to provide the best service to our customers.
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