Lava Art Cosmetic Avis 1 126

Réponse de Lava Art Cosmetic

Actualisé le 23 mars 2026

Hi Elsa Fernandez,

We take claims like this very seriously, and we would like to clarify the facts.

Your order was placed on a Friday and you availed a FREE product trial, and—like all orders—it was processed immediately after being submitted. This is clearly outlined in our terms, as we prioritize fast handling and dispatch. Your cancellation request was sent on Saturday, after the order had already been processed and could no longer be stopped.

While the shipping confirmation email was sent on Monday, this reflects the notification timing—not when the order was processed.

⚠️ We strongly reject the claim that we are a scam. Your order was handled in line with the terms agreed to at checkout, and no actions were taken outside of those conditions.

That said, we remain open to resolving this matter with you directly and have already reached out via email to assist further.

Réponse de Lava Art Cosmetic

Actualisé le 12 mars 2026

Hi SIMARDEEP,

We can see that you placed a FREE product trial order on January 30. As clearly stated during checkout, this trial includes an automatically created subscription, which can be cancelled anytime before the next shipment.

Regarding returns, customers are required to contact our support team so we can provide the correct instructions and monitor the case properly rather than relying solely on automated systems. 🙌

Your subscription has been CANCELLED. ✔️ While this was not confirmed earlier by the agent you initially spoke with, it has been processed on our end.

We have also already provided the return instructions and return address via email, and these are available on our website as well. Please note that we do not provide return labels. Once the package is returned and received at our facility, we can process a refund minus the 15 USD return fee, as the subscription package was shipped correctly according to the terms accepted at checkout.

Our sincerest apologies for any frustration, as that is certainly not the experience we want for our customers. At the same time, we hope it clarifies that the order and subscription were handled according to the terms shown at checkout, and our team has provided the necessary steps to resolve the matter.

Réponse de Lava Art Cosmetic

20 févr. 2026

Hi Guro, my name is Beatrice. I’m truly sorry for your experience. Receiving the wrong shade was our mistake, and I completely understand how frustrating this must have been. That is not the level of service we aim to provide.

I’ve personally emailed you to ensure your case is resolved as quickly and smoothly as possible. We are committed to making this right.

We hope to hear from you soon.