vatiro 

Reply from vatiro

Apr 2, 2025

Dear Sally!

Thank you for your honest feedback – we truly appreciate it.

We always aim to respond to all customer inquiries within 24 hours, and do our best to assist as quickly and clearly as possible. Our return policy is fully transparent: if the box is unopened, a return is absolutely accepted.

Yes, for security and tracking purposes, we do require a tracking number for all returns — this protects both our customers and our team in the rare case a parcel goes missing.

We’re glad to hear you’re going ahead with the return, and we look forward to your update. If there’s anything else we can do to support you, please don’t hesitate to reach out again.

Reply from vatiro

Mar 31, 2025

Hi Michelle,

Thank you for leaving a review.

We're glad to hear that you were satisfied with the packaging and that the mask is working fine. However, we're very sorry for the inconvenience you've experienced. We want to clarify that we didn’t blame you but stated that we recognise face shapes vary, which can affect how the mask fits each individual. Our mask was designed to suit most users, but we understand that experiences may differ.

To improve comfort, we suggest using soft padding on the bridge of your nose during sessions, which may help reduce any pressure marks.

That being said, we regret that the fit hasn’t been comfortable for you and appreciate your feedback, as it helps us improve. We are currently developing a slightly different version of our face mask, with an improved nose area too, which may be more suitable for your sensitive skin. We’d be happy to send you this new version once it's available, as we truly want to ensure you have the best experience with our product.

If there's anything else we can do to assist you, please let us know—we truly want to help.

Reply from vatiro

Mar 26, 2025

Hi Colton,

Thank you for your feedback! We're happy to hear that you found the instructions easy to follow. It’s great that you’ve just started using the mask—we hope you see fantastic results with continued use.

If you ever have any questions, don’t hesitate to reach out.

Reply from vatiro

Mar 26, 2025

Hi Matthew,

Thank you for your kind words! We're delighted that you're enjoying the LED mask and finding it both high-quality and effective. It’s great to hear that you’re already seeing results!

We’re also glad that you found our team to be supportive and responsive—customer satisfaction is our top priority.

If you ever have any questions, our team is always here to help.

Reply from vatiro

Mar 24, 2025

Dear Maria,

We are truly sorry to hear about your concerns and would like to clarify our policies.

For hygiene and safety reasons, we cannot accept returns of opened LED masks, as is standard practice with wearable skincare and beauty devices. This ensures that all our customers receive brand-new, unused products.

Each of our boxes is sealed with protective cellophane to guarantee authenticity. If your box was not sealed upon arrival, we strongly encourage you to reach out to via email so we can investigate further. Unfortunately, counterfeit products do exist, and we want to ensure you received a genuine item from our authorized distribution.

As a legitimate and established company, we take pride in our products and customer service. We have thousands of satisfied customers and maintain open communication with them. Our policies, guarantees, and terms are clearly outlined on our website, which is not characteristic of fraudulent practices.

We are more than happy to assist you further—please contact us directly so we can better understand your situation.

Reply from vatiro

Updated Mar 18, 2025

Dear Emily, we understand your frustration and appreciate your feedback.

Unfortunately, as with all IPL and laser devices across the industry, an opened and used device cannot be returned due to hygiene and safety reasons. This policy is standard across reputable companies to ensure the integrity of our products and the safety of our customers.

That being said, we take pride in the quality of our products and stand behind them with our 90-day results guarantee. While the appearance of a product is subjective, its effectiveness is what truly matters, and we confidently back our IPL device with this guarantee. If the device does not work for you—keeping in mind that individual results may vary, as no single method works 100% for everyone—we will honor a full refund, as we do for all customers who meet the guarantee criteria.

If you have any concerns or questions about the guarantee, we’d be happy to assist you further. Our goal is to provide an effective and trustworthy solution for hair removal, and we are always here to help.

Reply from vatiro

Feb 26, 2025

Dear Chloe,

We sincerely regret the frustration you have experienced and appreciate the opportunity to clarify the situation.

At Lanveza, we take our warranty policy seriously and always strive to resolve any product issues fairly. As per our policy, if a product is found to be faulty, we offer a replacement, which was successfully arranged and delivered to you. However, you opted to decline the replacement, and we fully respected your decision. To accommodate your request, we agreed to process a return for the replacement unit and provided a return label accordingly.

However, before the return process could be completed, you opened a payment dispute with your bank. When a dispute is initiated, the funds become frozen, meaning we are legally unable to issue a refund while the case is under review. This is a process managed entirely by the payment provider, not by us, and we always inform our customers of this before they choose to proceed.

At this stage, the resolution now depends on your payment provider, which may take a month or more to review the case. Please feel free to reach out to our support team via email, and we will do our best to help.

Our priority is always to ensure fairness and transparency in every customer interaction, and we appreciate your understanding.

Reply from vatiro

Feb 21, 2025

Dear Cait,

We appreciate your feedback and take concerns like these very seriously. If you have any doubts about the authenticity of the reviews on our website, we would love to investigate further—please feel free to reach out to us via email. Transparency is important to us, and we strive to ensure that all feedback is genuine.

Regarding your comment about ‘Lanveza Technology,’ could you please clarify what specifically led you to believe that our technology is different from what is stated on our website? If you suspect that you have received an unauthorized or counterfeit product, please contact us directly so we can thoroughly investigate and ensure you have an authentic device.

As for our return policy, all terms and conditions are clearly outlined on our website to ensure fair and transparent processes for all customers. If you need assistance with your order, we would be happy to help—please don’t hesitate to get in touch.

Your satisfaction is important to us, and we appreciate the opportunity to address any concerns.

Reply from vatiro

Feb 24, 2025

Dear Karen,

We are sorry to hear that you feel this way. At Lanveza, we take our money-back guarantee seriously, and it is designed to provide fairness and transparency for all customers. The terms and conditions of the guarantee are clearly outlined on our website, ensuring that every customer understands the process before making a purchase.

If you believe that your request was unfairly denied, we encourage you to contact us directly via email. We would be happy to review your case and clarify any misunderstandings. Our goal is always to provide a fair and honest resolution.

We stand by the quality of our products and the integrity of our policies, and we appreciate open communication with our customers. If you require any further assistance, please do not hesitate to reach out.

Reply from vatiro

Feb 21, 2025

Dear Teresa,

Thank you for your feedback. We always strive to provide a smooth and transparent shopping experience for our customers. Our estimated delivery times are clearly stated on our website, and we ensure that all orders are processed and shipped according to these timelines, regardless of the logistics route.

We understand how important it is to receive your order on time, and we would be happy to assist you in tracking your package. Have you already received your order? If not, please reach out to our support team via email, and we will gladly provide an update.

Your satisfaction is our priority, and we’re here to help in any way we can.

Reply from vatiro

Feb 21, 2025

Dear Iwona,

We understand your frustration and appreciate you sharing your feedback. At Lanveza, our priority is to ensure that our customers feel confident in their purchase, which is why we offer a 90-day money-back guarantee.

This program is designed to protect customers from purchasing a device that may not be effective for them. To ensure fairness and transparency, the terms of this guarantee—outlined on our official website—require customers to follow the specified usage guidelines and provide the necessary documentation as proof of consistent use. Without fulfilling these conditions, we are unfortunately unable to process a refund.

We fully respect your privacy, and while we request photos to assess effectiveness, we never require images of sensitive areas. However, if you wish to take advantage of the guarantee, it is important to understand that some form of proof is necessary to validate your request. We are always happy to discuss alternative ways to confirm the results that do not compromise your privacy.

Reply from vatiro

Feb 21, 2025

Dear Caitlin,

We are truly sorry to hear about your experience and appreciate you taking the time to share your feedback. At Lanveza, we take great pride in the quality of our products and ensure they meet high standards before reaching our customers. If you believe your mask did not meet expectations, we would love to understand the issue better and see how we can assist you.

Regarding your interaction with Anastasia, customer service is our top priority, and we sincerely apologize if your experience did not meet our usual standards. We would appreciate it if you could share more details about what specifically went wrong so we can address it internally and improve. Please feel free to reach out to us directly via email.

As for refunds, our return policy is transparent and clearly outlined on our website. We encourage all customers to review it before making a purchase, and we are always happy to clarify any questions.

Regarding Trustpilot, we want to emphasize that all reviews on this platform are authentic, as Trustpilot has strict verification processes in place to ensure review integrity. We welcome all feedback—both positive and constructive—so that we can continue to improve.

Reply from vatiro

Feb 21, 2025

Dear Gail,

We sincerely regret that you are not satisfied with your purchase. At Lanveza, we take product quality and customer experience very seriously.

We would like to clarify that our LED mask is an authentic product that has undergone rigorous quality control to ensure safety and effectiveness. Unfortunately, the market is flooded with imitations that may look similar but do not meet the same quality standards. If you suspect that you may have received a counterfeit or defective item, please contact our support team, and we will be happy to assist you.

Regarding pricing, our products are priced according to their certified quality, official warranty, and customer support services, which are not offered by third-party sellers on platforms like AliExpress.

We value our customers and always strive to provide the best experience.

Reply from vatiro

Dec 18, 2024

Hi Nicola,

Thank you for your feedback, and we’re sorry for any inconvenience caused.

We want to clarify that while we always aim to provide accurate shipping information and meet our customers’ expectations, unforeseen circumstances, such as holiday seasons and increased postal service demand, can occasionally cause slight delays.

Additionally, while most of our products are shipped locally within the UK, some items may be dispatched from our international warehouses to ensure we can offer a wider variety of goods and maintain competitive pricing.

We truly appreciate your patience and understanding during this time, and we’re confident your order will arrive soon. Should you need any further assistance, please don’t hesitate to contact us directly.

Reply from vatiro

Dec 11, 2024

Hi Krissy,

Thank you for bringing this to our attention.

Could you kindly share your order number with us so we can investigate this matter further? Without this information, it’s difficult to verify your claim, and it may come across as a false assertion.

Please note that all refunds are processed within the stated timeframe of 3-5 business days on our end. Any additional delays are typically due to the customer's bank or payment provider, as transaction processing times can vary.

We are here to assist and ensure this matter is resolved promptly once we have the necessary details.

Reply from vatiro

Dec 4, 2024

Hi Dawn,

Thank you for your review. We’re sorry to hear about your experience and would like to provide some clarification.

All information regarding hair and skin suitability is clearly detailed on our website, as we strive to ensure transparency and help customers make informed decisions before purchasing. You can find this information at https://lanveza.com/apps/help-center/

Additionally, under the Consumer Rights Act, once the packaging of certain goods—especially personal care items like IPL devices—has been opened, they are not eligible for return unless they are found to be defective. This policy is in place to maintain hygiene and safety standards.

However, we would like to reassure you that you are protected by our 90-day money-back guarantee. If you use the device as instructed for a period of time and do not see the desired results, you are welcome to return it for a full refund.

If there’s anything we can assist you with or if you’d like us to review your case further, please don’t hesitate to reach out. We’re here to help!

Reply from vatiro

Nov 28, 2024

Hi Fiona,

Thank you for sharing your feedback. We’re genuinely sorry to hear that your experience did not meet your expectations, and we appreciate the opportunity to address your concerns.

It’s important to note that the two rules—the 90-day guarantee and the inability to return opened products unless they meet the guarantee terms—exist separately. The 90-day money-back guarantee applies to customers who open and use the device but do not achieve the expected results. However, we do not accept returns of opened products for reasons unrelated to the device’s performance, such as a change of mind, in order to uphold our hygiene and safety standards.

To offer further explanation, our 90-day money-back guarantee is specifically designed for customers who use the device as instructed but do not achieve the desired results within 90 days. In such cases, customers are welcome to return the product under the terms of the guarantee.

Additionally, under the Consumer Rights Act 2015, customers have the right to expect goods to be fit for purpose. I’d like to confirm that the device is fit for purpose, as it is effective for hair growth reduction when used in accordance with the provided guidelines.

Furthermore, once the packaging has been opened, certain goods—particularly personal care items like IPL devices—are no longer eligible for return unless they are defective. This policy aligns with the Consumer Rights Act and is essential to maintaining the hygiene and safety standards of our products for all customers.

We apologise if there was any misunderstanding regarding our policies, and we remain committed to providing transparent information and support. If you have any further questions, please don’t hesitate to reach out to us directly.

Reply from vatiro

Nov 25, 2024

Dear Laura,

Thank you for your feedback. At Lanveza, we are committed to building trust and providing our customers with high-quality, innovative products. We would like to address your concerns directly and transparently.

We’ve noticed that this review was posted from a profile that has only two reviews: one praising Luxe and another giving our company a low rating. This pattern strongly suggests that the review may not come from a genuine customer but rather from a competitor.

While competition is a natural part of business, we believe that the best way to succeed is by focusing on improving product quality and serving customers with integrity—not by attempting to discredit others.

Our LED masks have been highly successful, and we take pride in offering effective, safe, and original products. This success may have encouraged others to imitate certain aspects of our business while accusing us of practices we do not engage in. We want to assure you that Lanveza operates with honesty, and our website and products are the result of our team’s dedicated efforts.

To our valued customers, we encourage you to judge based on your own experience and reach out to us directly with any questions or concerns. We’re always here to support you and ensure your satisfaction.

Reply from vatiro

Oct 31, 2024

Hi Jennifer,

Thank you for giving our product a try and sharing your experience! We're glad to hear it’s working well for you and that the process has been comfortable. Consistency really does pay off with great results.

Please reach out anytime if you have questions along the way!

Reply from vatiro

Aug 29, 2024

Hi Lucy,

Thank you so much for sharing your experience! We’re sorry to hear that your device was stolen, but we’re glad we could make it right for you. We always strive to provide the best service possible, and it’s great to know that our efforts are appreciated.

If you need any further assistance, please don’t hesitate to reach out.

Enjoy your device!