I purchased a dog collar before Christmas and,upon delivery, found that the on/off switch was not a sealed unit like on the head torches.Emailed Luxelight and returned the product to the return address on the envelope, by recorded delivery the nextday. I have the Royal Mail proof of delivery, which I have forwarded to Luxelight Customer Services which has been to no avail. They do not respond. I keep getting emails with head torch offers from Rob,the founder of Luxelight, but he does not respond to my emails. Hence my one star review of Luxelight as their customer service is,in my experience, atrocious or none existent. As a result of this I could not recommend purchasing from this company. Eventually Luxelight responded and requested details of the tracking return. This was sent to them together with the Royal Mail signed for document. They then said that they would refund upon receipt of the return. I then confirmed that they had already received it. Their response - please send us the tracking number and I have received no refund yet.Update 27 April 2025.They have all the details of the Royal Mail Tracking, plus a copy of the Royal Mail receipt, signed by a member of their staff upon delivery. They now claim they have no record of receiving it and are not going to provide a refund until I can prove it was delivered. This leads me to believe it is a scam. Do not touch them.
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