I have been a loyal customer and user of Lumadent products since 2017, specifically their headlights that have served me well. In January this year, I placed an order for a new airlux battery to replace my prolux. The batteries had to be shipped for a 50 USD shipping fee, but I accepted that as due cost. one of the batteries fit well, the second one that came did not and was not functional. Upon contacting the Lumadent team, they helpfully agreed to send me a second replacements unit, but I would have to pay shipping again for another 50 USD. I was happy with the level of support, dead on arrivals happen, and it's unfortunate but I was happy to pay a second delivery fee . To my dismay, the replacement battery once more did not fit. At this point, 6 weeks of back and forth, 100 USD in shipping and I only had 1 functional airlux battery. Upon contacting the support team, they requested another 50 USD, and I had had enough. I requested another refund, but they informed me as per policy, they would not be able to refund the 100 USD delivery fee. After some negotiation, I received a text member from a seperate support member assuring me due to my poor experience they would offer me the full 100 USD refund. I found the team to be quite understanding of the situation and helpful to me. What followed next was over 4 months of back and forth with no sight of the promised refund. As shown in the picture attached to the review, I would politely enquire about the refund every 2-4 weeks, different support members would reply back apologizing for the delay and promising the refund would appear soon before radio silence until I enquired again afew weeks later. As of July, it has been 7 months since I initially purchased the batteries, no refund in sight. I have lost hope of ever receiving my refund. As a long time user of Lumadent, I can no longer support this poor business ethic or recommend them to my peers in Australia. I would counsel potential customers to be very wary of purchasing from them, you will not receive good support post purchase if any mistakes or errors in the product occur.