Luxecare UK Reviews 

Reply from Luxecare UK

Jan 25, 2026

We’re truly happy to hear that you’ve had such a positive experience with our products, from the Luxe Sonic toothbrush and water flosser to your new IPL device.

It means a lot to us that you appreciate both the ease of use and the premium look and feel of our products, as well as the fast, trackable delivery. We put a lot of care into every step of the customer journey, and knowing that this shows makes our day.

Thank you for your trust and for taking the time to recommend our brand. If you ever have questions or need assistance, our team is always here to help. Enjoy your new device!

Reply from Luxecare UK

Jan 14, 2026

Thank you for your feedback. We’re sorry to hear that you experienced an issue with your device.

This behaviour is usually related to a safety or power protection feature, which can occur if the device needs a full charge, proper cooldown time, or correct usage according to the instructions. In most cases, this can be resolved quickly with troubleshooting.

We do offer returns and replacements in line with our policy, and we take genuine issues seriously. We have no record of an unresolved return request connected to this review, and we encourage the customer to contact our support team directly so we can assist and find a solution.

We stand by the quality of our products and our customer service, and we are always willing to help when customers reach out through the correct channels.

Reply from Luxecare UK

Jan 14, 2026

Thank you so much for your kind feedback. We’re really pleased to hear that our customer support was helpful, your delivery arrived promptly, and that the product matched the listing.

Providing clear information, reliable service, and high-quality products is very important to us, so it’s great to know your experience reflected that. If you ever need any assistance in the future, our team will be happy to help.

Reply from Luxecare UK

Jan 14, 2026

Thank you very much for your feedback. We’re glad to hear that your buying experience was smooth from start to finish and that our shipping updates and product description met your expectations.

We truly appreciate you choosing us and taking the time to share your experience. If you need any assistance in the future, please don’t hesitate to get in touch.

Reply from Luxecare UK

Jan 14, 2026

Thank you for sharing your concerns. We strongly disagree with the allegations made in this review and would like to clarify the situation.

At no point did we intentionally mislead the customer. The order was processed correctly, and the tracking status showing “dispatched” reflects that the shipment had been prepared and entered into the courier system. In some cases, tracking updates can remain unchanged for a period before further scans appear, which is outside of our direct control.

When we became aware of a temporary stock delay, the customer was informed and advised that the item was back in stock and scheduled to ship. This was communicated transparently. Our refund policy, which is clearly stated at the time of purchase, does not allow refunds once an order has entered processing or dispatch stages.

We absolutely reject the claim that we sell products we do not have or operate unethically. We are a registered business and fulfil thousands of orders, the majority of which are delivered successfully and reflected in genuine customer feedback.

We are always willing to assist customers and resolve issues within our policies. If you wish to continue the conversation constructively, we invite you to contact our support team directly so we can provide further assistance.

Reply from Luxecare UK

Jan 14, 2026

Thank you for taking the time to share your experience. We’re delighted to hear that you found the ordering and checkout process easy, especially during the busy festive period. It’s great to know your order arrived on time and well packaged, and that our support team was able to assist you clearly and politely before purchase. We really appreciate your feedback and look forward to serving you again.

Reply from Luxecare UK

Jan 23, 2026

We’re very sorry to hear about the delay to your delivery and understand how frustrating this must be. I would like to clarify that your order was dispatched promptly, in line with our usual processing times, and the delay is due to ongoing issues within the Royal Mail network, which are unfortunately outside of our control.

We certainly do not “take payment and then do nothing”, as suggested. Your order was posted immediately after processing, exactly as we do for all customers, and we always act in good faith to ensure orders are dispatched as quickly as possible.

While we appreciate your patience, delivery times can occasionally be affected by postal service disruptions once parcels leave our hands.

Reply from Luxecare UK

Updated Jan 28, 2026

Thank you for taking the time to leave your feedback. We are sorry to hear that you feel dissatisfied and would like to clarify the situation with full transparency.

You placed two separate orders for the same product and requested to return one of them. We confirmed acceptance of the return; however, the parcel did not arrive at the return address provided in our instructions and was instead delivered to a different location (Cannock). As a result, we never physically received the returned item, which unfortunately means a refund could not be processed. We shared photographic evidence and delivery details explaining this on multiple occasions.

Regarding the second water flosser, you contacted us many months later, in September, stating that it was faulty. After reviewing the video you provided, the device appeared to be functioning within normal parameters. Nevertheless, we requested an additional video clearly showing the specific issue you described, or alternatively offered you the option to return the product so our technical team could inspect it. If a fault were confirmed, we made it clear that a replacement would be issued immediately.

Unfortunately, we did not receive the requested follow-up video, nor confirmation of how you wished to proceed with the return, despite several attempts to resolve the matter.

We genuinely aim to treat all customers fairly and to resolve issues wherever possible. Our support team followed standard procedures throughout and remained open to providing a replacement pending verification of the issue.

Should you wish to continue with the return for inspection, we remain willing to assist and encourage you to contact us so we can bring this to a proper conclusion.

@@@UPDATED REVIEW 28.01.2026@@@

We strongly dispute this updated review and the claims made within it.

First, the return address used was not provided by Luxecare as a return address. The address you sent the item to was the forwarder’s default address shown on the original shipping label, not an authorised return location. At no point was this address confirmed or approved by us for returns. Assuming a forwarding address is a valid return address is incorrect, which is why we cannot confirm receipt of the item. Proof of postage alone does not confirm delivery to the correct or authorised return location.

Regarding customer service, we categorically reject the claim that communication ceased or that evidence was ignored. Our team exchanged over 20 emails with you in an effort to assist and requested specific evidence in line with our standard fault-assessment process. While video footage was provided, it did not conclusively demonstrate a manufacturing fault under our warranty criteria. This was communicated transparently.

It is also important to note that throughout these interactions, our team remained professional and attempted to help in every possible way, despite the tone and manner of communication becoming increasingly difficult. We are fully able and willing to provide copies of the full email correspondence should verification ever be required.

Luxecare does not act unethically, dishonestly, or unlawfully, and we do not mislead customers. Claims to the contrary are based on assumptions rather than verifiable facts. We take customer care seriously and follow clear, consistent procedures to ensure fairness for all customers.

We regret that this experience has been frustrating, but we cannot accept accusations that misrepresent events or our conduct.

Reply from Luxecare UK

Jan 23, 2026

Thank you for taking the time to share your feedback. We’re genuinely sorry to hear that you were disappointed with your experience and appreciate the opportunity to clarify the situation.

Your order was delivered in November 2024, and you contacted us regarding the issue in September 2025, several months after delivery. When you reached out, the problem described was that part of the 6D blade assembly had remained lodged inside the shaver and that the central section of the blades would not reattach. From the photo you provided, it was also clear that a significant amount of hair had accumulated inside the unit, which can unfortunately affect both performance and how components fit back into place.

We explained how to safely remove the remaining blade section and advised regular cleaning after each use, as well as blade replacement every 3–6 months, depending on frequency of use. This is standard guidance for rotary head shavers and is outlined to ensure optimal performance and longevity.

Once you confirmed that the stuck component had been removed, we arranged a replacement blade, which was delivered on 21 October 2025. We certainly did not intend to place blame, but rather to resolve the issue and provide practical advice to prevent it from recurring.

We always aim to support our customers fairly and within reasonable use expectations, and we’re sorry that this did not come across clearly at the time. If you would like any further assistance, our support team remains happy to help.