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IS CLEOLIGHT LEGIT? (About Us)

Is Cleolight Legit? Yes — Cleolight is a real, operating company and your order is legitimate. We completely understand the skepticism. Online shopping has made it harder to know who you're really dealing with, and we've heard from customers who wanted reassurance before moving forward with us. That's completely fair, and we'd rather address it head-on. Who We Are Cleolight™ is a US-based skincare technology brand selling the Cleolight™ LED Light Therapy Mask exclusively through cleolight.com and approved clinics, salons, and spas. - Website: cleolight.com - Email: queen@cleolight.com - Phone: 800-884-7605 - Mailing Address: 312 W. 2nd St, #3730, Casper, WY 82601 How to Verify Your Order All legitimate Cleolight orders are placed through cleolight.com and processed through Shopify. Your order confirmation email will come from queen@cleolight.com and will include your order number (format: CM#######). If you purchased through a different website or received an order confirmation from an unrecognized email address, please contact us immediately at queen@cleolight.com. Why Haven't I Heard Back? If you've reached out and haven't heard back within 1–2 business days, please try again at queen@cleolight.com or call 800-884-7605. If our voicemail is full, email is the most reliable way to reach us. Questions? Email: queen@cleolight.com | Phone: 800-884-7605

Last updated on Mar 26, 2026

HOW TO USE YOUR MASK

How to Use Your Cleolight™ Mask What's in the Box - Cleolight™ LED Mask - USB-C charging cable - Eye guards - Travel case (if included with your order) First Use — Charge Before You Start Your mask should be charged before first use. Plug in via USB-C with the power switch in the OFF position and wait until the indicator light turns green (1–2 hours). Then unplug. Step-by-Step: Using the Mask 1. Start with clean, dry skin. Remove all makeup, sunscreen, and skincare products before use. The LEDs work best with direct skin contact and no barriers. 2. (Optional) Insert your eye guards. Line the eye guards up with the openings on the inside of the mask and press into place. You can also use your own eye protection. 3. Put on the mask and adjust the strap. Slide the strap adjuster to get a snug, comfortable fit. The mask should rest against your face without gaps. 4. Flip the power switch to ON. The switch is located on the top of the mask. 5. Tap the center of the forehead area with your full palm. Use your whole palm, not just fingertips. You should hear a sound — that's your confirmation it's powered on. 6. Select your light color. Tap the right side of the mask (as you're wearing it) to cycle through the 7 wavelengths. The mask also has an automatic cycle mode that rotates through all 7 colors. 7. Relax for 10–15 minutes. Sit back or lie down. The mask does the work. 8. Power off when done. Tap to turn the LEDs off, then flip the power switch to OFF. Always switch off after each use to preserve battery life. Light Colors & What They Do | Color | Wavelength | Benefit | |---|---|---| | 🔴 Red | 633nm | Anti-aging, collagen production, fine lines & wrinkles | | 🔵 Blue | 415nm | Antibacterial, acne treatment | | 🟢 Green | 525nm | Brightening, hyperpigmentation, oily skin | | 🩵 Cyan | 490nm | Calming, sensitivity reduction | | 🟡 Yellow | 590nm | Redness, rosacea, lymphatic support | | 🟣 Purple | Red + Blue | Combined anti-aging + acne | | ⚪ White | Full Spectrum | Overall skin rejuvenation | How Often Should I Use It? For best results, use your mask 3–5 times per week. Consistency over time is what drives results — most customers start noticing changes after 4–6 weeks of regular use. Tips - Always apply your moisturizer or serum after your session, not before, for maximum absorption - The neck panel is designed to hang naturally below the face panel — no adjustment needed - The slight "whirring" sound on some colors is completely normal - If the mask lights start blinking or dimming mid-session, the battery is running low — finish your session and charge before the next use Questions? Email: queen@cleolight.com

Last updated on Mar 30, 2026

GETTING STARTED — FIRST TIME USE

Getting Started — First Time Use Welcome to Cleolight! This guide walks you through everything you need to do the first time you use your mask. Step 1 — Charge the Mask First Before your first use, your mask needs a full charge. 1. Locate the USB-C charging port on the mask 2. Connect the included USB-C cable to the mask and plug the other end into a wall adapter (any standard USB adapter works — we provide the cable, you use your own charger) 3. Make sure the power switch on top of the mask is in the OFF position while charging 4. The indicator light on the forehead will glow red while charging 5. When the light turns green, your mask is fully charged — this takes approximately 1–2 hours 6. Unplug the mask before use ⚠️ Do not use the mask while it is plugged in. Always unplug before powering on. Step 2 — Power On the Mask 1. Flip the power switch on top of the mask to ON 2. Tap the center of the forehead panel firmly with your full palm — not just fingertips. You should hear a sound confirming it has powered on 3. The mask will turn on in red light mode by default If the mask doesn't respond, make sure the switch is fully in the ON position and try tapping with more of your palm surface. Step 3 — Select Your Light Color The Cleolight™ mask has 7 light wavelengths. Here's how to navigate them: - Tap the right side of the mask (when looking at it directly) to cycle forward through the colors - Tap the left side to cycle backward - The mask also has a multi-color cycling mode that rotates through all 7 wavelengths automatically — this is normal behavior, not a malfunction See our Guide to the 7 Light Colors article to learn what each wavelength does for your skin. Step 4 — Your Session - Sessions are typically 10–15 minutes - You can sit upright or lie back — whichever is most comfortable - The neck panel extends below the face panel and is designed to cover your neck and upper décolletage automatically - You can wear the included eye guards for added comfort, or use your own eye protection Step 5 — After Your Session 1. Tap the forehead panel to power off, or simply flip the switch to OFF 2. Always turn the switch to OFF after use — leaving it on drains the battery even when the LEDs aren't active 3. Store your mask in the included travel case How Often Should I Use It? For best results, use your Cleolight™ mask 3–5 times per week. Most customers begin noticing visible improvements within 2–4 weeks of consistent use. Questions? Email: queen@cleolight.com

Last updated on Mar 30, 2026

WHEN WILL I SEE RESULTS?

When Will I See Results? LED light therapy is a cumulative treatment — results build over time with consistent use. Here's what to realistically expect: General Timeline | Timeframe | What to Expect | |---|---| | Week 1–2 | Skin may feel more hydrated. Some customers notice a subtle glow or improved texture after just a few sessions. | | Week 3–4 | More noticeable improvements in skin tone, brightness, and reduced redness. Early signs of reduced breakouts for acne-prone skin. | | Week 6–8 | Visible reduction in fine lines, improved firmness, and more even complexion for most consistent users. | | 3+ months | Continued collagen stimulation leads to deeper, more lasting anti-aging results. | For Best Results - Use 3–5 times per week. Daily use is fine too. Consistency is everything — skipping sessions extends your timeline. - Apply skincare after your session, not before. Post-session skin absorbs serums and moisturizers more effectively. - Clean skin only. Makeup, sunscreen, and thick creams block the LEDs and reduce effectiveness. - Be patient. LED therapy works at the cellular level. It is not an instant fix — it is a long-term skin investment. Which Light Should I Use? Start with Red (633nm) for general anti-aging and collagen support — this is the most studied and widely used wavelength. Once you're in a routine, you can add other wavelengths based on your specific concerns. See our Guide to the 7 Light Colors article for a full breakdown of what each color does. I've Been Using It for Weeks and See Nothing — Now What? First, check your routine: are you using it at least 3x per week on clean skin? Are you completing full 10–15 minute sessions? If you've been consistent and still aren't seeing results after 8 weeks, contact us at queen@cleolight.com. We're happy to help troubleshoot and make sure your mask is functioning correctly. Questions? Email: queen@cleolight.com

Last updated on Mar 20, 2026

GUIDE TO THE 7 LIGHT COLORS

Guide to the 7 Light Colors Your Cleolight™ mask features 192 LEDs across 7 different wavelengths, each targeting different skin concerns at different depths. Here's what each color does and when to use it. 🔴 Red — 633nm | Anti-Aging Best for: Fine lines, wrinkles, collagen production, skin firmness Red light is the most studied wavelength in LED therapy. At 633nm it penetrates into the dermis, stimulating fibroblasts to produce collagen and elastin — the proteins responsible for firm, youthful-looking skin. Regular use supports skin renewal and reduces the visible depth of fine lines and wrinkles over time. 🔵 Blue — 415nm | Acne & Blemishes Best for: Active breakouts, acne-prone skin, oily skin Blue light targets the bacteria responsible for acne (Cutibacterium acnes) near the skin's surface. It works without harsh ingredients, making it suitable for sensitive skin types that don't tolerate topical treatments well. 🟢 Green — 525nm | Hyperpigmentation & Redness Best for: Dark spots, uneven tone, post-inflammatory hyperpigmentation, redness, oily skin Green light works at a mid-level depth to target melanin-producing cells (melanocytes), helping to gradually reduce the appearance of sun spots, age spots, and uneven pigmentation. It also has a calming effect on redness and irritation. 🩵 Cyan — 490nm | Soothing & Inflammation Best for: Sensitive skin, post-procedure recovery, redness, inflammation Cyan sits between blue and green and combines the antibacterial benefits of blue with the calming effects of green. It's particularly useful for soothing inflamed or reactive skin. 🟡 Yellow — 590nm | Radiance & Lymphatic Drainage Best for: Dullness, puffiness, overall glow Yellow light stimulates lymphatic flow and promotes circulation near the skin's surface, which can reduce puffiness and give skin a more luminous, refreshed appearance. It's a great choice for a pre-event glow session. 🟣 Purple — Red + Blue Combined | Acne + Anti-Aging Best for: Acne-prone skin that also shows early signs of aging Purple combines the wavelengths of red and blue simultaneously, making it ideal for those dealing with both active breakouts and aging concerns at the same time. ⚪ White — Full Spectrum | Penetration & Overall Rejuvenation Best for: General skin health, maximizing absorption of other wavelengths White light is the broadest setting, delivering a full spectrum of visible light. It penetrates to the deepest level of all the colors, supporting overall cell function and energy production. Many users combine white light sessions with their skincare routine to enhance product absorption. How to Switch Between Colors - Tap the right side of the mask (when looking at it face-on) to cycle forward through the colors - Tap the left side to cycle backward - The mask also has a multi-color cycling mode that rotates through all 7 colors automatically — useful if you want to cover all bases in a single session Which Color Should I Start With? If you're unsure where to begin, red is the most versatile starting point for general anti-aging and skin health. If acne is your primary concern, start with blue. You can switch colors or combine modes as your routine evolves. How Often Should I Use Each Color? For best results, use your mask daily. Most customers use it 3–5 times per week and still see great improvements — consistency matters more than frequency. Sessions are typically 10–15 minutes. Questions? Email: queen@cleolight.com

Last updated on Apr 02, 2026

SKINCARE ROUTINE — BEFORE & AFTER YOUR SESSION

Start With Clean, Dry Skin Always use your Cleolight™ LED Mask on a clean, dry face. Wash off all makeup, SPF, oils, and residue before your session. This ensures the light reaches your skin directly and isn't blocked or scattered by products on the surface. Do not apply moisturizer, serum, or any other product before putting on the mask — unless it's the Cleolight serum (see below). The Cleolight Serum Exception The Cleolight serum is specifically formulated to be used with the mask during your session. If you have the Cleolight serum, apply it to clean skin before putting on the mask. It's designed to work synergistically with the light wavelengths, not block them. All other serums, oils, and moisturizers should go on after your session. After Your Session This is when your skin is most receptive. Apply your serums, moisturizer, and other skincare products immediately after removing the mask. The light therapy primes your skin to absorb what you apply next, so your routine products work harder post-session than they would on their own. A simple post-session routine: - Hydrating serum (hyaluronic acid works well) - Moisturizer - SPF if using in the morning Can I Use the Mask at Night After My Full Routine? It's better to use the mask on clean skin first, then complete your routine after. If you've already applied products, rinse your face before your session rather than skipping it or masking over a full routine. What About Makeup or SPF? Always remove makeup and SPF completely before your session. Residue on the skin can interfere with light penetration and may cause uneven results over time.

Last updated on Apr 20, 2026

BUILDING YOUR COLOR ROUTINE

Choosing Your Color Your Cleolight™ mask has 7 wavelengths, and each session you use one color at a time. Tap above the right eye area to cycle through and land on whichever color targets your concern for that day. Here's a quick reference for each color and what it's best for: | Color | Best For | |-------|----------| | Red | Anti-aging, fine lines, wrinkles, collagen & elastin production | | Blue | Acne, breakouts, bacteria reduction | | Green | Hyperpigmentation, dark spots, oily skin, uneven tone | | Yellow | Redness, rosacea, skin texture, cell renewal | | Purple | Combination of red + blue — acne and anti-aging at once | | Cyan | Inflammation, swollen capillaries, soothing sensitive skin | | White | Deep tissue repair, overall rejuvenation, nutrient absorption | Building a Routine Around Multiple Concerns Most people have more than one concern. Here's how to approach it: Alternate by session, not within a session. If you're targeting both hyperpigmentation (green) and fine lines (red), don't try to squeeze both into one 15-minute session. Instead, alternate — red one day, green the next. Each session is 15 minutes and the effects are cumulative over time. Example multi-concern schedules: - Acne + anti-aging: Alternate blue and red, or use purple (which combines both) on days you want to address both at once. - Hyperpigmentation + anti-aging: Alternate green and red sessions throughout the week. - Redness/rosacea + overall tone: Lean on yellow and cyan, with red worked in 2–3x per week. There's no wrong combination as long as you stick to one color per session and keep sessions to 15 minutes. Using Two Colors Back-to-Back Some customers do two consecutive sessions — for example, blue for 15 minutes followed immediately by red for 15 minutes. This is generally fine, but start with one session and see how your skin responds before doubling up. Some skin types may find 30 minutes of back-to-back exposure temporarily drying or sensitizing. Can I Use It for Specific Skin Conditions? Acne: Blue light is your primary color. Purple is a strong secondary option since it combines blue with red's healing properties. Rosacea: Yellow is the most commonly recommended color. Cyan can help with the inflammatory component. Avoid aggressive settings when skin is actively flared. Psoriasis: Blue light has been studied for psoriasis. Some customers also find red light helpful for the inflammatory aspects. Results vary — consistent use over several weeks is key. Dark circles / puffiness: Green targets pigmentation; some customers find yellow helpful for the vascular component of dark circles. Dull or uneven skin: White and green are good options for overall luminosity and tone correction. Adjusting Intensity Tap above the left eye area to cycle through the 4 intensity levels. The intensity is clearly visible by how bright the light appears. Start at a lower level if you have sensitive skin and work up from there. Most customers use levels 3–4 for established routines. How Often Should You Use Each Color? Daily use (or 3–5x per week) is ideal for results — see WHEN WILL I SEE RESULTS? for a detailed timeline. You don't need to use the same color every session. Rotating colors based on what your skin needs that day is a perfectly valid approach.

Last updated on Apr 20, 2026

WHAT TO EXPECT — YOUR FIRST 30 DAYS

What to Expect — Your First 30 Days LED light therapy is a cumulative treatment, not an instant fix. Understanding what's normal in the early weeks will help you stay consistent and see the results you're after. Week 1 — Getting Acquainted In your first week, focus on building the habit rather than looking for results. Your skin is being exposed to therapeutic wavelengths that work at the cellular level — changes are happening beneath the surface before they're visible on top of it. What's normal this week: - No visible changes yet — this is completely expected - Mild warmth during the session (the LEDs generate gentle heat) - Skin may look slightly flushed immediately after a session — this fades within minutes and is a sign of increased circulation Your goal: Use the mask 3–5 times per week for 10–15 minutes. Consistency is everything with LED therapy. Weeks 2–3 — Early Signs Most customers begin noticing subtle changes around the 2-week mark: - Skin may appear slightly more radiant or refreshed after sessions - Blemishes (if using blue or purple) may start resolving faster than usual - Pores may look slightly refined - Skin texture often improves before visible tone changes occur Not seeing anything yet? That's also normal. Results depend on your skin type, age, and the specific concerns you're targeting. Stay consistent. Week 4 — Visible Results By 4 weeks of consistent use, most customers report noticeable improvements: - Reduction in fine lines and surface wrinkles (red light users) - Clearer, less congested skin (blue light users) - More even skin tone and reduced dark spots (green light users) - Overall brighter, more luminous complexion These results continue to compound with ongoing use. Many customers see their best results at the 8–12 week mark. Tips for Best Results ✅ Do: - Use 3–5 times per week — consistency drives results - Cleanse your skin before each session for maximum light penetration - Apply your serums or moisturizer after your session, not before — clean skin absorbs light most effectively - Stay consistent even on days when you're tired — 10 minutes is all it takes ❌ Avoid: - Skipping multiple days in a row — consistency is the key to LED therapy - Applying heavy SPF, thick creams, or makeup before your session - Using the mask while charging I've Been Using It and Don't See Any Change First — make sure you've been using it for at least 3–4 weeks before evaluating. LED therapy is not a one-session treatment. If you're past the 4-week mark and genuinely not noticing any difference, consider: - Whether you're using the most relevant color for your concern (see our Guide to the 7 Light Colors article) - Whether your sessions are long enough (aim for a full 10–15 minutes) - Whether the mask is making good contact with your skin — adjust the strap if there are large gaps Still have concerns? Reach out to us at queen@cleolight.com — we're happy to help you get the most from your mask. Questions? Email: queen@cleolight.com

Last updated on Mar 30, 2026

TRACKING

Tracking Your Order You can track your order at cleolight.com/apps/parcelpanel using your email address or tracking number from your shipping confirmation email. The flow of shipment typically goes like this: 1. Label is created for the carrier to pick up the package 2. Carrier picks up the package 3. Carrier transports to your city via ground or air 4. Carrier or last mile delivery carrier delivers to your doorstep Tracking Says "Label Created" or "Info Received" This is normal in the early stages. The package is likely in transit but hasn't been scanned by the carrier yet. Give it 1–2 more business days for updates to appear. Exception Status If you're seeing an EXCEPTION status on your tracking, reach out to us at queen@cleolight.com and we'll look into it. This may require some cooperation on your part to contact the carrier directly. Package Says Delivered But Isn't Here First, check around your property — carriers sometimes leave packages at side doors, back porches, garages, or with a building manager. Also check with neighbors who may have accepted it on your behalf. In rare cases, the carrier marks a package as delivered a day early and the physical delivery follows the next day. If your package still hasn't arrived after 3 business days from the delivery scan, contact us at queen@cleolight.com and we'll investigate with the carrier. Questions? Email: queen@cleolight.com

Last updated on Mar 30, 2026

CHARGING YOUR MASK

Charging Your Cleolight™ LED Mask What You'll Need Your Cleolight™ mask charges via USB-C. You can use any standard USB-C cable and wall adapter. We recommend plugging into a wall outlet (not a laptop or portable battery) for the most reliable charge. Lost your cable? Replacement USB-C cables are available on Amazon. How to Charge 1. Make sure the power switch is in the OFF position before connecting the charger. The switch is located on the top of the mask. Charging while the switch is ON can interfere with the charging process. 2. Plug the USB-C cable into the charging port on your mask and connect the other end to a wall adapter. 3. Leave the mask undisturbed while it charges. Do not try to use or power on the mask while it is plugged in. 4. Wait for the green light. A full charge typically takes 1–2 hours. 5. Once the indicator turns green, unplug the mask — it's ready to use. Understanding the Charging Indicator Light | Light Color | What It Means | |---|---| | 🔴 Red | Mask is currently charging | | 🟢 Green | Mask is fully charged | If you see no light at all when plugged in, try a different cable or adapter first before contacting support. How Long Does a Charge Last? A fully charged mask typically powers 3–5 treatment sessions before needing to be recharged. Each session is 10–15 minutes, so you can expect roughly 30–75 minutes of total use per charge. If your mask is draining after only one session, see our Battery & Power FAQ article. Important Rules - ❌ Do not use the mask while it is plugged in. It must be fully charged first and then unplugged before use. - ❌ Do not turn the switch ON while charging. This can disrupt the charge cycle. - ✅ Always charge from a wall outlet for best results. - ✅ Turn the switch OFF after every use to preserve battery life. Still Not Charging? If the mask has been charging for more than 2 hours and the light is still red, or if the mask won't turn on after a full charge, visit our Troubleshooting guide or contact us at queen@cleolight.com.

Last updated on Mar 20, 2026

FIT & STRAP ADJUSTMENT

Getting the Right Fit How to Adjust the Strap The Cleolight™ mask uses a slider adjustment system to fit a wide range of head sizes. Here's how to adjust it: 1. Hold the mask in front of you with the LED side facing away from you 2. Locate the sliders on each side of the strap 3. Slide outward to loosen (for larger heads) or inward to tighten (for a snugger fit) 4. Put the mask on and check that it sits comfortably against your face with the LEDs making contact with your skin 5. Re-adjust as needed until the fit feels secure but not tight The mask should rest naturally on your face without needing to be held in place. Tips for a Comfortable Fit - The mask should feel snug but not tight. You shouldn't feel pressure on your temples or forehead. - The LEDs need skin contact to be effective. If there are large gaps between the mask and your face, tighten the strap slightly. - Sitting or lying down both work fine. Many customers prefer lying back during their session for extra comfort. - The neck panel extends below the face panel and is designed to rest against your neck and upper décolletage area automatically when the mask is worn normally. The Strap Feels Too Short If you've extended the slider fully and the mask still doesn't fit comfortably, contact us at queen@cleolight.com. We want to make sure you can use your mask and will work with you to find a solution. Eye Protection Your mask came with eye guards for optional use. To insert them, line them up with the eye openings on the inside of the mask and press into place. They can be removed just as easily if you prefer to use your own eye protection. Questions? Email: queen@cleolight.com

Last updated on Mar 20, 2026

EYE GUARDS — INSTALLATION & REPLACEMENTS

Your Mask Comes With Built-In Eye Guards Your Cleolight™ LED Mask includes eye guards that come pre-installed inside the mask. They are specifically shaped to fit into the two openings on the inside of the mask — you don't need to source or purchase separate goggles. How to Install Them 1. Look at the inside of the mask. You'll see two oval openings where your eyes sit during a session. 2. The eye guards are shaped to slot directly into these openings. 3. Press each guard firmly into place until it sits flush and feels secure. 4. If you're unsure whether you've installed them correctly, check the product photos on cleolight.com — the images show exactly how they sit inside the mask. The guards are designed to shield your eyes from direct light exposure during sessions, which is especially important for prolonged blue light use. Do I Need Additional Eye Protection? No. The built-in eye guards are sufficient for normal use. You do not need to wear separate goggles or blue-light glasses on top of them. Lost or Misplaced Your Eye Guards? If you've misplaced your eye guards, email us at queen@cleolight.com with your order number and we'll help you get sorted. Note: We always recommend using your eye guards during every session. Never use the mask without eye protection in place.

Last updated on Apr 20, 2026

TROUBLESHOOTING

Troubleshooting Mask Won't Turn On Let's try these steps together. 1. Make sure your mask is charged. Your mask uses a USB-C cord and can be used with any standard wall charger. If the mask is still not charging, try another cable and outlet. Misplaced your USB cord? You can order one on Amazon. Also make sure you do NOT use the mask or power it on while it's being charged. 2. Make sure the switch on the top of your mask is turned to ON. This is required to power on the device. 3. Power on the device by tapping the middle of the forehead with your entire palm instead of only your fingers. You should hear a sound when it powers on. If you're still not getting it to power on, please take a short video of your device and reach out to our customer service team. If the file is too large to attach, use a free service like Google Drive, Dropbox, or WeTransfer and paste the link in your message. This allows us to quickly get you taken care of — we can send the video to our QA department and get you a replacement or refund. Mask Is Changing Colors Automatically This is a built-in setting. You have your 7 colors plus a cycle mode that rotates through all 7 automatically. To switch to a specific color, tap the right side of the mask with your palm (when looking at it directly) and select the color you'd like. How Do I Insert Eye Protection? Take your eye guards and line them up with the openings on the inside of the mask as pictured. They can be removed just as easily if you prefer to use your own eye protection. Mask Is Making Sounds Your mask makes sounds to indicate power on and when changing settings. You may also notice a slight "whirring" noise on some colors — this is completely normal.

Last updated on Apr 02, 2026

BATTERY & POWER FAQ

Battery & Power FAQ How long does the battery last per charge? A fully charged Cleolight™ mask powers 3–5 treatment sessions under normal use. Each session is typically 10–15 minutes, so expect approximately 30–75 minutes of total use per full charge. Can I use the mask while it's plugged in? No. The Cleolight™ mask is not designed to be used while charging. You must: 1. Charge the mask fully (until the indicator turns green) 2. Unplug it 3. Then use it Attempting to use the mask while it is plugged in can interfere with performance and is not recommended. My mask only lasts one session before dying — is that normal? No, that's not normal. A fully charged mask should last 3–5 sessions. If yours is draining after a single 10–15 minute use, try the following: 1. Make sure you're achieving a full charge. Leave it plugged in until the indicator turns green — not just for a short time. A full charge takes 1–2 hours. 2. Use a wall outlet, not a laptop USB port or portable charger. Lower-power sources may not deliver a complete charge even if the light turns green. 3. Keep the switch OFF when not in use. Leaving the switch in the ON position even when the mask is not actively being used will drain the battery. 4. Try a different USB-C cable and adapter. A faulty cable can cause incomplete charging. If your battery life doesn't improve after trying the above, contact us at queen@cleolight.com — this may be a warranty issue. The charging light has been red for over 3 hours. What's wrong? First, try these steps: - Switch to a different USB-C cable — this is the most common fix - Plug into a different wall outlet and use a wall adapter (not a computer port) - Make sure the power switch is in the OFF position while charging If the light is still red after 3+ hours with a different cable and outlet, the charging port or battery may be faulty. Contact us at queen@cleolight.com with your order number and we'll get you taken care of under warranty. The mask won't turn on at all after charging 1. Confirm the indicator turned green before you unplugged it — if it was still red, the charge didn't complete 2. Make sure the switch on top of the mask is flipped to ON 3. Once the switch is ON, tap the center of the forehead area firmly with your full palm — not just fingertips. You should hear a sound when it powers on 4. If none of the above works, try charging again from scratch with a different cable and wall adapter Still stuck? Reach out to queen@cleolight.com with a short video of the issue and we'll escalate it to our QA department right away. Questions? Email: queen@cleolight.com

Last updated on Mar 20, 2026

CHARGING LIGHT IS DIM RED — WHAT IT MEANS

Charging Light Is Dim Red — What It Means Several customers have noticed this specific behavior: the charging indicator starts as a bright red when first plugged in, then dims to a faint red after about 30 seconds — and never turns green. Here's what's going on and what to do. Why Does the Light Dim? A brief dimming after the initial bright red is normal — the light settling into a steady charging state. However, if the light remains permanently dim red (rather than a solid, steady red) and never transitions to green after 1–2 hours, this usually points to one of two things: 1. The cable isn't making full contact with the charging port — the USB-C connector may not be seated all the way in 2. The cable or adapter isn't delivering enough power — low-power sources like laptop USB ports or weaker adapters can trickle-charge but never fully complete What to Try 1. Check the Cable Connection The USB-C connector should seat fully and firmly into the charging port. If it feels like it's only going in partway or feels loose, try: - Gently pushing a little firmer — USB-C can sometimes feel snug - Inspecting the port for any debris or lint and carefully removing it - Trying a different USB-C cable — this is the single most effective fix for this issue 2. Switch to a Wall Outlet & a Stronger Adapter Plug into a wall outlet using a standard phone charger adapter (5W or higher). Avoid: - Laptop USB ports - Portable battery packs - Low-wattage adapters 3. Start a Fresh Charge Cycle - Turn the power switch to OFF - Unplug the mask completely - Wait 30 seconds, then reconnect with a fresh cable and wall adapter - Leave undisturbed for a full 1–2 hours Still Dim After All of the Above? If you've tried a different cable, a wall adapter, and a fresh charge cycle and the light is still permanently dim red with no green, this is likely a charging port or battery defect covered under warranty. Contact us at queen@cleolight.com with your order number and a short video showing the issue — we'll get you a replacement quickly. Quick Reference | What You See | What It Means | |---|---| | Bright red → steady red | Normal charging | | Bright red → dims slightly, stays red | Usually a cable or power issue — try a new cable | | Bright red → goes completely dark | No charge detected — try different cable and outlet | | Turns green | Fully charged ✅ | Questions? Email: queen@cleolight.com

Last updated on Mar 20, 2026

RETURNS & REFUNDS

Returns & Refunds Return Window — 14 Days from Delivery You have 14 days from your confirmed delivery date to initiate a return through our portal and purchase a return label. Requests submitted after 14 days will not be accepted. Once your label is purchased, ship your return as soon as possible. Delays in shipping after label purchase may affect your eligibility for a refund. To be eligible, your item must be: - In its original packaging with all accessories included - In the same condition as received - Accompanied by your receipt or proof of purchase How to Start a Return Start your return here → cleolight.com/a/returnzap Do not ship items back without first submitting a return request through the portal — unrequested returns cannot be processed. The portal will provide your return shipping instructions once your request is submitted. Your Return Options Option 1 — Cash Refund A flat $50.00 Return Processing Fee is deducted from your refund. On a $299.00 return: you receive $249.00 back to your original payment method. Option 2 — Store Credit (Better Deal) - No Return Processing Fee - 10% bonus added on top of your full refund amount On a $299.00 return: you receive approximately $329.00 in store credit — roughly an $80 advantage over the cash option. Store credit does not expire. Why Is There a Return Processing Fee? When a cash refund is issued, we incur real costs that can't be recovered — payment processor fees that aren't refunded on returns, plus the administrative cost of processing your return. Those costs simply don't exist when store credit is chosen, which is why the fee is waived entirely for store credit. In other words: the Return Processing Fee isn't a penalty — it's a reflection of what it actually costs us to process a cash refund. Store credit costs us nothing to issue, so we pass that saving on to you, and add a 10% bonus on top as a thank you. Return Shipping Customers are responsible for all return shipping costs. We recommend using a trackable shipping method and shipping promptly after your label is issued. Original outbound shipping costs are non-refundable. Non-Returnable Items The following are strictly non-returnable and non-refundable: - Skincare products (moisturizers, serums, or any ingredient-based products) — all skincare sales are final for sanitary reasons - Worry-Free Delivery (shipping protection) — non-refundable except in the case of order cancellation before fulfillment - Any return not initiated within 14 days of delivery - Any item not in its original condition, missing parts, or damaged by misuse Refund Timeline Once your return is received and approved, your refund is processed within 1 business day. However, depending on your card provider, the funds may take an additional 3-5 business days to appear on your statement. Still haven't seen it after 5 business days of processing? Contact your card provider first, then reach out to us at queen@cleolight.com. Defective or Damaged Items If your mask arrived defective or was damaged in transit, contact us at queen@cleolight.com within 14 days of delivery with photos or video of the issue. Verified defective units will be replaced or refunded in full — no Return Processing Fee, no return shipping cost to you. The Cleolight™ LED Mask is also backed by a 1-year manufacturer's warranty covering defects in materials and workmanship. Questions? Email: queen@cleolight.com

Last updated on Apr 28, 2026

WORRY-FREE DELIVERY

Worry-Free Delivery — What It Covers What Is Worry-Free Delivery? Worry-Free Delivery is optional shipping protection you can add at checkout for a small fee based on your order value. It protects your order against shipping delays, loss, damage in transit, and theft after delivery. What It Covers | Issue | Covered? | |---|---| | Package lost in transit | ✅ Yes | | Package stolen after delivery (porch piracy) | ✅ Yes | | Package damaged during shipping | ✅ Yes | | Significant shipping delay | ✅ Yes | | Changed mind / don't want the product | ❌ No | | Order cancelled after fulfillment | ❌ No | Is Worry-Free Delivery Refundable? Worry-Free Delivery is non-refundable, with one exception: if you cancel your order before it has been fulfilled and shipped, the Worry-Free Delivery charge will be refunded along with your order total. Once your order has shipped, the Worry-Free Delivery charge is non-refundable regardless of whether you return the product. How to File a Claim If your order was lost, stolen, or arrived damaged, you can submit a claim directly through our claims portal: Submit a claim → resolve.seel.com/parcelpanel You'll need your order number to get started. Claims are reviewed promptly and resolved with either a replacement or refund. If you run into any issues with your claim, contact us at queen@cleolight.com and we'll help. Questions? Email: queen@cleolight.com

Last updated on Mar 30, 2026

WARRANTY & REPLACEMENT

Warranty & Replacement What's Covered The Cleolight™ LED Mask is backed by a 1-year manufacturer's warranty from your date of purchase. The warranty covers defects in materials and workmanship — meaning if something is wrong with the mask that isn't caused by misuse, we'll take care of you. Covered under warranty: - Mask not charging or holding a charge despite following correct charging procedure - LEDs not functioning correctly - Charging port defects (e.g., cable not seating properly, no response when plugged in) - Any manufacturing defect that prevents normal use Not covered: - Damage caused by dropping, misuse, or unauthorized modifications - Normal cosmetic wear (minor scratches on the casing) - Issues arising from using the mask while plugged in or with the switch left on during charging - Requests made after the 1-year warranty period How to Request a Replacement or Warranty Repair 1. **Email us at **queen@cleolight.com with your order number and a description of the issue 2. Include a short video showing the problem — this is the fastest way to get resolved. It lets us send your case directly to our fulfillment team without back-and-forth. If your file is too large to attach, use a free service like WeTransfer and paste the link in your email 3. We'll review your case and confirm whether a replacement or other resolution is appropriate 4. If approved, your replacement will ship to the address on your original order — or you can provide an updated address No need to ship your original mask back for warranty replacements. What if My Replacement Has the Same Issue? If a replacement unit has the same problem, contact us again immediately at queen@cleolight.com. We'll escalate the case and ensure you're taken care of, including a full refund if necessary. Outside the Warranty Period? If your mask is older than 1 year and experiencing issues, contact us anyway at queen@cleolight.com — we'll do our best to help and advise on next steps. Questions? Email: queen@cleolight.com

Last updated on Mar 20, 2026

SAFETY

Pregant/Breastfeeding Though research has shown LED light to be safe, it is best to consult with your doctor or medical professional before using and light therapy industry wide if you are Pregnant or Breastfeeding. Light Sensitive Or Taking Medications That Could Induce Light Sensitivity For safety reasons, do not use light therapy industry wide if you know you are light sensitive or are taking any medications that may cause light sensitivity.  Thyroid While light therapy is considered safe industry wide. It is best to consult with your doctor before using if you have any existing thyroid conditions. 

Last updated on Oct 29, 2025

WHO SHOULD NOT USE THE MASK — SAFETY & CONTRAINDICATIONS

The Cleolight™ LED Mask Is Safe for Most People LED light therapy is non-invasive, UV-free, and heat-free, making it suitable for most skin types and tones. However, there are specific situations where you should either avoid use or consult a doctor first. Do Not Use If You Have Epilepsy Do not use the Cleolight™ mask if you have epilepsy or any condition that makes you sensitive to flashing or pulsing lights. The LEDs may trigger seizures in susceptible individuals. Consult Your Doctor First If You Are Pregnant or Breastfeeding If you are pregnant or breastfeeding, consult your physician before using the mask. LED light therapy has not been sufficiently studied in pregnant populations, and we always recommend erring on the side of caution. Consult Your Doctor If You Are Taking Light-Sensitive Medications Certain medications increase your skin's sensitivity to light and can cause adverse reactions. These include, but are not limited to: - Tetracycline antibiotics - Topical or oral retinoids (e.g., Accutane, tretinoin) - Steroids - Cortisone injections - Some diuretics and antifungals If you are taking any medication and are unsure whether it causes photosensitivity, ask your prescribing physician or pharmacist before using the mask. Consult Your Doctor If You Have Certain Eye Conditions If you have a history of eye conditions such as glaucoma, retinal disease, or have had recent eye surgery, speak with your ophthalmologist before using the mask. Always use the built-in eye guards during every session regardless of your eye health. Use Caution With Skin Conditions If you have an active skin condition — such as a severe rosacea flare, active eczema, open wounds, or sunburn — avoid using the mask on affected areas until the skin has healed. The mask is not a substitute for medical treatment. If you have been diagnosed with a condition and want to incorporate LED therapy, speak with your dermatologist to confirm it's appropriate for your situation. What About Permanent Makeup or Tattoos? If you have powdered brows, permanent lip liner, or other cosmetic tattoos, LED light therapy is generally considered safe to use over those areas. The light does not affect pigment deposited beneath the skin's surface the way UV does. That said, if you have any concern, consult the professional who performed the procedure. Sun Exposure and Photosensitivity Some customers wonder whether using the mask increases sensitivity to the sun. LED light therapy does not directly cause photosensitivity the way chemical peels or retinoids do. However, as a general best practice, apply SPF as part of your morning skincare routine — not specifically because of the mask, but because daily sun protection supports all skin health goals. When in Doubt If you have any medical condition, are on prescription medication, or are otherwise unsure whether the mask is appropriate for you, consult your physician or a qualified healthcare professional before use. We are always happy to answer questions at queen@cleolight.com, but we are not able to provide medical advice.

Last updated on Apr 20, 2026

INTERNATIONAL ORDERS — SHIPPING, VOLTAGE & CUSTOMS

International Orders — Shipping, Voltage & Customs Do You Ship Internationally? Yes — Cleolight ships worldwide. You can order from anywhere on the globe directly at cleolight.com. Voltage & Power Compatibility The Cleolight™ LED Mask uses a USB-C cable for charging and is compatible with both 100V and 220V power — meaning it works in every country without any special converter. We include a USB-C cable with every order. You simply plug it into your own wall adapter (any standard phone charger works). If your country uses a different plug shape, you'll just need a plug adapter for your wall charger — these are inexpensive and widely available. Summary: - ✅ Works on 100–240V worldwide - ✅ USB-C cable included - ✅ Use your own wall adapter - ✅ Only a plug adapter needed if your outlet shape differs Customs, Taxes & VAT We handle international customs documentation on our end, including IOSS (Import One-Stop Shop) information for deliveries into the EU and UK. This helps ensure smooth delivery and reduces the likelihood of customs delays. Depending on your country, local customs duties or import taxes may apply upon delivery. These are determined by your local customs authority and are outside of our control. We are unable to predict or quote exact duty amounts for every destination. How Long Does International Shipping Take? International delivery times vary by destination. You'll receive a tracking number by email once your order ships so you can monitor progress. Visit our Tracking page to check your shipment status at any time. Can I Call Your 800 Number From Outside the US? Standard US 800 numbers cannot be dialed from international numbers. For all international support inquiries, please reach us by email at queen@cleolight.com — we respond within 1 business day. Questions? Email: queen@cleolight.com

Last updated on Mar 20, 2026

PROFESSIONAL USE — SPAS, CLINICS & SALONS

Professional Use — Spas, Clinics & Salons The Cleolight™ LED Mask is suitable for professional use in spas, clinics, med spas, esthetician studios, and salons. Many of our professional partners incorporate it into facials, skin rejuvenation treatments, and LED therapy sessions. Does It Deliver Results in a Professional Setting? Yes. LED light therapy is a cumulative treatment — results build with consistent use. In a professional setting, clients benefit from: - Red (633nm): Collagen stimulation, fine lines, anti-aging — ideal as a standalone treatment or as a complement to facials - Blue (415nm): Antibacterial, acne treatment — excellent for acne-prone clients - Green (525nm): Hyperpigmentation, dark spots, oily skin, redness reduction - Yellow (590nm): Lymphatic drainage, puffiness, radiance — great pre-event treatment - Cyan (490nm): Calming, post-procedure soothing - Purple (Red + Blue): Combined anti-aging and acne — versatile for mixed-concern clients - White (Full Spectrum): General rejuvenation, maximizes absorption of post-treatment skincare Sessions are typically 10–15 minutes per client. The mask is wireless and tap-controlled — no cords or remotes to manage during treatment. Cleaning Between Clients The Cleolight™ mask can be sanitized between client sessions using Barbicide wipes or equivalent hospital-grade disinfectant wipes safe for plastic and electronic surfaces. Do not submerge the mask in liquid or use harsh chemical sprays directly on the LED panels. Recommended protocol: 1. Power off the mask and flip the switch to OFF after each session 2. Wipe down the inner LED face panel and outer casing with a Barbicide wipe 3. Allow to air dry completely before the next use 4. Store in the included travel case or a clean, dry location Bulk / B2B Pricing For orders of 5 or more units, use code CLEOB2B at checkout for 40% off at cleolight.com. That brings each unit to $179.40. All resellers and B2B buyers are required to maintain a strict MSRP of $299 per unit. For formal quotes, invoices, or custom arrangements, email queen@cleolight.com with your order quantity, delivery address, and timeline. Questions? Email: queen@cleolight.com

Last updated on Mar 26, 2026