This service is incredibly frustrating! My husband ordered a wand for me as a Christmas gift, which arrived on December 11th and was given to me on the 25th. Unfortunately, upon opening it, we discovered that the wand was defective. The button was completely caved in, making it unusable. We reached out to the support team right away with photos, but received a short email stating that we hadn't contacted them within 10 days of receiving it, so they couldn't process a refund. Living in Australia, we know that under local consumer laws, defective products that cannot be used as intended must be refunded, replaced, or repaired, regardless of the company's policies. Although this is a US company, they must adhere to local regulations when selling in Australia. We provided this information in our reply, but it's been nearly a month and they haven't responded.
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