Lava Art Cosmetic

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.

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.

Thank you for your review, Nicole. We’re sorry to hear that the product was not a good match for you, however several details in your review require clarification for accuracy and transparency. Your order was placed very recently under a LIMITED PROMOTIONAL TRIAL, where the product itself was provided free of charge and only the shipping cost was paid. As with all cosmetic brands, opened or used products are not eligible for monetary refunds due to hygiene and safety standards. These terms — including any applicable return costs and conditions — are clearly outlined in our policy prior to purchase. Regarding your subscription concerns, we can confirm that your subscription was already cancelled promptly after receiving your email request, and no further shipments will be processed. Our team has also responded directly to you to ensure everything has been handled correctly. We fully understand that not every product works for every individual, and personal experiences can vary. However, we kindly ask that public information reflects the actual timeline and policies in place. Our customer support team remains available and committed to assisting you further should you need anything else.