Red Light Therapy Kits Head/Neck/Shoulder Multi-Purpose Therapy Wrap

Red Light Therapy Kits - HEAD/NECK/SHOULDER MULTI-PURPOSE THERAPY WRAP – This review is based on my honest and personal experience of the product HEAD/NECK/SHOULDER MULTI-PURPOSE THERAPY WRAP purchased through the company Red Light Therapy Kits and a review of the post-sales service I have experienced. https://www.redlighttherapy.com.au/product/head-neck-shoulder-multi-purpose-therapy-wrap/ The product cost was over $1500 which included express postage. The product was well packaged and came with a nice bag. Battery pack was easy to charge and the neck therapy wrap was easy to set up for use. The product did provide therapeutic effect and a good distribution of heat around the neck, shoulders and upper back. However, the product was only used for a short time before I started experiencing electrical zapping to my neck area. This was reported to the company and I was told, “this has never happened before… do return the pad”. There appeared to be very little concern over the safety issue and I was made to feel as if I was making up the issue.

According to the company warranty terms and conditions, “Any product returned under warranty will be fully assessed by our engineers for manufacture fault”. How was my return managed by the company?…. A phone call to me on the same day the product was received and was told, “the neck wrap has been tested among the office staff and a phone call made to the engineering company and has been deemed to be not faulty”. Completely dismissive and lacking any serious concern over the safety issues I had reported. I was offered a refund minus 15% re-stock fee (Yes, 15% restock fee on a faulty product!!!!), but I asked for a replacement instead.

I received the second neck wrap and the first thing I noticed was the obvious defects and that the product appeared noticeably different than the original one sent. There was lifting of the neoprene, glue seeping through the holes and broken pieces of plastic where the lights are which also felt sharp to touch. This was again reported to the company and I was told:

“the product had been thoroughly checked before being sent”. “the lifting is normal at that site and has no bearing on the therapeutic effect”. “this has never happened before in the hundreds of pads in use”.

Company again appeared dismissive, and I was made to feel a nuisance because I wanted a product I had paid a lot of money for that was safe, durable and free of defects.

I was offered either a refund or replacement and I opted again for replacement. I asked for the exchanged product to be thoroughly checked over before being sent to me and for the company to cover the return postage costs, as I felt this to be a fair and reasonable outcome given I had already for the return postage on the first faulty neck wrap. I received a reply email saying in light of the circumstances, they did not want to do any further business with me and that I would need to “return the mat in perfect condition” to receive my refund and “if any part is damaged, we will contact you”. How would this be even possible given the poor state that the product was sent to me in and so therefore leaving me ineligible for refund.

I was told that further communications would be done through the company Lawyer - yes that extreme!!!. All I actually wanted was the product I paid for which is in accordance to my rights under consumer protection law: safe, durable and free from defects, has an acceptable appearance and finish and is fit for purpose but what I now have is a fight to get my refund.

I have lodged a complaint for remedy with Consumer and Business Affairs and have also lodged with the Australian Competition and Consumer Commission (ACCC) to report on the safety concerns of the HEAD/NECK/SHOULDER MULTI-PURPOSE THERAPY WRAP and the absence of any professional investigation into the safety aspects I had reported on both products.