Infraredi Avis 155

I had to contact customer service about in issue we were having with one of the products we purchased. Customer service was fantastic resolving the issue immediately.

A great product with excellent support and warranty.

Infraredi are an amazing organisation to deal with. There products are absolutely 1st class. Quality built and work a treat while there customer service centre is nothing short of exceptional. There support was amazing. Highly recommend Infraredi if your after a quality product with great assist and support team.
Thankyou

Prompt, polite and helpful service with change of delivery address for order.

Update - April 14, 2026

Infraredi contacted me today; however, the issue remains unresolved.

I have provided all information reasonably available to me, including the serial number (20230303Y-4), purchase date (April 2023), proof of payment, name of the purchaser, as well as photos and videos of the defective device.

As this item was a gift, I do not have access to the full purchaser details or order number. Despite this, I have made every effort to cooperate and provide sufficient information to support my warranty claim.

The product is still under the 3-year warranty, which is set to expire in less than two weeks. I first requested support at the end of March 2026, well within the warranty period.

At this stage, I am still awaiting a clear resolution. I remain open to updating this review to reflect a fair outcome once the matter is properly addressed.

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Update April 13, 2026:

Update on my previous review: After my initial complaint, I was contacted by Infraredi customer care. Unfortunately, the response did not resolve anything. I was given the same answer again, service denied and request for to the manual was also denied. The issue remains that Infraredi refuses to assist me because I don’t have the original order number. This item was a gift, so I don’t have access to that information as I have been telling them since the first communication. However, I provided the serial number and the purchase date, which should be enough to identify the product. My concern is that the 3-year warranty is about to expire (in less than two weeks), and I have been trying to get support since late March with no help. Very disappointing experience so far. I hope this gets resolved before the warranty expires, as I am simply asking for a fair review of my case.
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April 12, 2026

Unfortunately, my experience has been extremely disappointing and concerning.

I am struggling to understand why Infraredi has refused to assist me despite my providing all requested information, including a video and the product’s serial number (20230303Y-4). I understand that the product was purchased on or around April 18, 2023, for approximately $296.10.

As this item was a gift, I do not have access to the original order number. I was also informed by Infraredi that gift receipts are not available to buyers.

I would also like to highlight that the 3-year premium replacement warranty is set to expire in approximately two weeks, on April 18. I have been attempting to obtain support since the end of March 2026, well before the warranty expiry. The ongoing lack of assistance is therefore particularly concerning, as it risks depriving me of warranty coverage despite my timely efforts to resolve the issue.

However, under Ontario’s Consumer Protection Act, the rights associated with a product do not apply solely to the original purchaser. The implied warranty of fitness generally follows the product itself. As the recipient and current user of this device, I am entitled to support for a defective product. I have provided the serial number noted above, and the device is defective.

Your website outlines a gift policy stating that:

If an item was marked as a gift and shipped directly to the recipient, a gift credit should be issued upon return.
If the item was not marked as a gift, a refund is issued to the purchaser.
This policy was neither explained to me nor applied to my situation. I was not provided with any guidance on how my case could be handled within these terms. I find this lack of transparency unacceptable.

Furthermore, as a consumer in Canada, I am entitled to fair, reasonable, and accessible customer support, including clear information regarding return policies and product usage. The refusal to provide even a product manual upon request raises serious concerns about your level of customer care and adherence to basic consumer standards.

I also made it clear that I am a senior using this IR/NIR panel exclusively for health-related purposes; however, this was not taken into consideration. Additionally, inaccurate assumptions were made about my personal circumstances, which I found inappropriate and irrelevant to my request.

Overall, this has been a very poor customer experience. Based on this situation, I would hesitate to purchase from your company in the future, as I would not want recipients of my gifts to encounter similar difficulties.

At this stage, I am formally requesting that this matter be escalated to a supervisor or manager for review. I expect a clear explanation of how your policy applies to my case, along with a reasonable and timely resolution.

If this matter is not resolved within 3 days, I will consider filing a formal complaint with the appropriate consumer protection authorities in Ontario.

UPDATE (April 10): After stalling for 26 days, management finally rejected my return. The irony? They rejected it for being slightly past an undisclosed 90-day window, yet it took their own team nearly a month just to write the rejection email. When I pointed out that they had the wrong delivery date in their system and threatened to update this review, they miraculously managed to "expedite" a final rejection email in exactly 14 minutes. They hold customers to strict, biologically impossible timelines while taking a month to process a simple request—unless their public image is threatened. This completely confirms that their public replies are performative and they have zero intention of standing behind their clinical claims.

As a registered healthcare professional (R.Ac), I purchased the Infraredi Pro Mini 2.0 based specifically on the company's marketing claims that it penetrates deep into muscle and bone for tissue repair. After thorough evaluation, this device completely fails to meet those specifications and lacks the required penetration depth, rendering it unfit for its advertised medical purpose.
When I contacted Infraredi management regarding this technical defect, they refused to stand behind their product. Instead, they hid behind a rigid 60-day calendar return policy. Anyone with a clinical understanding of human physiology knows that the established timeline for deep tissue repair is 8 to 12 weeks. Their 60-day window makes it biologically impossible for consumers to verify their marketing claims before the return period expires.
When pressed on this biological reality and given a formal deadline to authorize a return exception for a defective unit, their management team simply stopped responding.
If you are looking for superficial skin benefits, a device like this might be fine. But if you are purchasing this for deep tissue recovery, injury rehabilitation, or pain management based on their medical claims—look elsewhere. A company that uses deceptive return windows to avoid accountability for defective hardware, and ignores direct communications from healthcare providers, does not deserve your business.

Excellent products and excellent customer service. There are a lot of red light products on the market but Infaredi devices give you quality made devices that deliver evidence based strength red light unlike many others on the market and they are also reasonably priced. Their customer support is also exceptional which give me confidence in buying from them again. Excellent products and excellent customer service. There are a lot of red light products on the market, but Infaredi devices give you quality-made devices that deliver evidence-based strength red light, unlike many others on the market, and they are also reasonably priced. Their customer support is also exceptional, which gives me confidence in buying from them again.

Infraredi has fantastic customer support, with helpful agents. They responded quickly, while offering an efficient resolution. Customer service kept me up to date on my return and refunded my card within days of receiving my return. Nothing was wrong with the product I purchased, I had a change of mind and customer service made the process so easy.

This is unbelievably good customer service. In the days of ai and call centres and never getting back to people, we got an email back immediately, detailed information and real conversation back and forth and immediate satisfaction.

Excellent and fast customer service.
Professional friendly approach
Excellent product

Thank you

Great after sale customer service I've received my new unit which is upgraded
From the one I purchased 1.5 year ago.
The exchange was done under company
2 years warranty. My new red light device
Works very well has a extra feature ;
The intensity of the light which i didn't have
On my first unit. Very happy with my mini
Red light device.

The Infraredi has helped with my husband's back issues. We did have to contact their Customer Service who were extremely helpful. we are very happy with the Infraredi device.

I misplaced my electrical adapter for my infrared appliance and requested help from the support team. They were very quick to respond back to me, courteous and reliable. The item was ordered immediately and they kept me informed via a number of emails and gave me a tracking number which actually worked!
The item arrived in less than a week from abroad so I was very pleased.
I love the slimlite infraredi it’s well made and easy to use. I’ve been recommending it to my friends and family as it’s a fantastic wellbeing tool. Great company to buy from and I love the appliance.

Customer service was friendly and empathetic!
No hassle when I had a problem with my wrap.
Quick responses!

I love all my Infraredi products. The customer service I have received throughout the years has been terrific. It is rare and refreshing to enjoy a great product and a supportive customer service team. Bravo!

Fantastic, legit company. I received a faulty item and contacted customer support. Their response was swift and apologetic. After I sent a short video clip of the problem, Infraredi immediately dispensed a replacement item, which reached me within a couple of days. This is a shining example of how businesses should handle warranty complaints – no fuss, no problem. This experience has given me confidence to purchases further products from the company, and I recommend them unconditionally.

Use it after the infa red sauna at home. Been great. Support via email support fast if you’ve any questions.

Quality product—I can see the effects! And customer service was quick, thorough and complete.
This the second item I’ve purchased from infraredi

Love my slim lite
I can carry it everywhere and it is effective
Also great costumer service !

My wonderful wrap malfunctioned after 1 year , but was swiftly replaced by the company no hassle. Very much appreciate it!