Velura Hair Removal - DOES NOT WORK AND TERRIBLE CUSTOMER SERVICE

Purchased, tried it and it didnt work and damaged skin on my chin. I emailed them advising it doesnt work on me and requested to return and get a refund. They then asked for a video or pictures which I sent them. They responded with the instruction manual! I advised them that I followed the instructions and it didnt work. I am still chasing them - apparently they are 'looking into the issue'. It has been weeks and no response