Reply from Lash PlusOct 18, 2026
Thank you for sharing your feedback. However, several important details in your review are inaccurate or presented without the necessary context.
Firstly, you did not purchase the Lash Plus LED Tweezer 2.0. You purchased the original 1.0 model. Your review repeatedly refers to a product you did not purchase, which is misleading to other customers.
Secondly, no product defect was established. You had the device for 29 days and had been using it in your professional salon before requesting a full refund. We asked you to return the system so that we could inspect it, assess its functionality and determine whether any genuine defect existed. You did not agree to return the product.
Regarding the documentation, we acknowledged that there was an error in one section of the manual. However, the correct functionality was explained in approximately seven to nine other locations throughout the documentation. Your review focuses exclusively on this single inconsistency while overlooking the numerous places where the operation was correctly described.
Importantly, the manual containing this error was not available to you before your purchase, so it could not have influenced your original purchasing decision, despite your review suggesting otherwise.
We take documentation accuracy seriously and acknowledged the mistake. However, an isolated documentation error does not automatically establish that a working product is defective or justify retaining it while demanding a full refund.
You also raised concerns about international shipping costs. We understand these costs can be frustrating, but we also incur substantial shipping and fulfilment expenses when delivering products to customers. In fact, we offer duties-paid international shipping to help make the purchasing experience more straightforward.
We have exchanged numerous emails with you and invested considerable time attempting to reach a reasonable resolution. At no point did we simply dismiss your concerns or refuse to investigate them. We requested the most basic and reasonable step in resolving a product dispute: returning the device for inspection.
What you were ultimately requesting was a full refund for a product you had used in your salon for 29 days, without returning it or allowing us to inspect it.
That is simply not a reasonable or sustainable expectation of any business. Companies cannot continue to manufacture, ship and support professional equipment if customers can use products for weeks, request their entire purchase price back and retain the equipment without any verification or return process.
We are absolutely committed to supporting our customers and taking responsibility when something genuinely goes wrong. But that responsibility must be balanced with a fair and reasonable process for both parties.
We remain willing to assess the device through the appropriate return and inspection process. However, expecting a full refund while retaining a used product, without establishing a defect or permitting an inspection, is not a reasonable resolution.
We stand behind our products, our customer service and our willingness to resolve legitimate concerns. We simply ask that reviews present the complete circumstances accurately, including the product actually purchased and the reasonable steps offered to resolve the matter.
Lash Plus
