vatiro 

Reply from vatiro

Jan 27, 2026

Hi MH,

Thank you for taking the time to share such detailed feedback. We understand how mixed reviews can cause concern, so we’re really pleased to hear that your own experience has been a positive one. It’s great to know the mask met your expectations in terms of quality and presentation, and that consistent use over the past few weeks has led to noticeable improvements in your skin’s texture and complexion.

We also appreciate your honest comment about the remote control. Feedback like this is very valuable to us and helps guide future product improvements. Thank you again for your balanced and thoughtful review — we’re glad to hear you’re happy with your order so far.

Reply from vatiro

Jan 19, 2026

Hi Darek,

Thank you for your wonderful feedback. We’re so pleased to hear that you had a great experience with our customer service and that you would recommend Lanveza. Your support means a lot to us, and we truly appreciate you taking the time to share your experience.

Reply from vatiro

Feb 24, 2026

We’re sorry to hear that the product did not meet your expectations.

All of our LED masks are presented on our website with real photos, detailed videos, and full product descriptions so customers can clearly see the design, materials, and features before purchasing.

For hygiene and safety reasons, each box is sealed with a notice explaining that once the protective seal is broken, the item cannot be returned. Because our devices are worn directly on the face and neck, we cannot resell opened items. This policy is clearly stated and is standard for personal care devices.

We completely understand that preferences can differ, but the appearance and specifications of the mask are shown accurately online prior to purchase.

Reply from vatiro

Feb 24, 2026

We’re sorry to hear that this was your experience and would like to clarify the situation.

We never intentionally mislead customers about dispatch times. In some cases, delays can occur due to courier processing or peak periods, but we always provide tracking details once an order has been shipped. If there was a delay beyond the estimated timeframe, we understand how frustrating that can feel and apologise for the inconvenience.

Regarding the missing face mask, we take such matters very seriously. Orders are packed and checked before dispatch, and if an item was missing, we would always investigate and offer an appropriate resolution. We do not ship incomplete orders knowingly, nor do we operate without stock.

We also do not refuse legitimate refunds. When a PayPal case is opened, we fully cooperate and provide all relevant documentation so the matter can be reviewed fairly and independently.

Reply from vatiro

Jan 9, 2026

Hi Paul,

Thank you for sharing your experience. We’re sorry to hear about the delivery issues caused by the postal service, but we’re very pleased that our team was able to resolve the situation quickly for you, especially during such a busy time of year. We truly appreciate your kind words about our customer service and hope your wife enjoys using the face mask. Thank you for choosing Lanveza.

Reply from vatiro

Feb 24, 2026

We’re sorry to hear you feel this way and would like to clarify our policy.

We do not advertise a general “no-questions-asked” refund. Our website clearly outlines two separate policies:

• A 90-Day Money-Back Guarantee, which applies specifically to our IPL Hair Removal Handset and covers performance (if the device does not deliver results when used according to the stated conditions).
• Our standard returns policy, which applies to unused and unopened personal care devices.

These terms are publicly available before purchase and are not internal or hidden policies. Because our products are personal care devices used directly on the skin, once the protective seal is broken we cannot accept returns unless the item is confirmed faulty. This is a hygiene and safety standard followed across the industry.

If a product is defective, it is covered under warranty and we address this accordingly in line with consumer law.

We aim to be transparent in how our policies are presented and are always available to clarify any questions before or after purchase.

Reply from vatiro

Dec 19, 2025

Hi there,

Thank you for taking the time to share your experience. We’re sorry to hear that your IPL device stopped working, but we’re pleased that our team was able to assist promptly and resolve the issue with a replacement. Providing reliable after-sales support is very important to us, and we’re glad the outcome met your expectations. Thank you for your trust in Lanveza.

Reply from vatiro

Dec 17, 2025

Hi Melanie,

Thank you for sharing your experience. We’re pleased to hear that our customer service team was able to support you in a professional and courteous manner, and that the refund process was handled smoothly and without difficulty. We appreciate your kind words and are glad we could make the situation as straightforward as possible for you.

Reply from vatiro

Feb 24, 2026

We’re sorry to read your review and would like to clarify the situation.

If an item is returned to the address printed on the outer packaging, this is not our designated returns facility, and unfortunately we are unable to process or confirm receipt of items sent there. As clearly stated in our returns policy on our website, all returns must first be authorised by contacting our customer support team. This allows us to provide the correct return address and ensure the parcel is routed to the proper warehouse for inspection and refund processing.

Without prior authorisation, we cannot track or verify returned goods, even if proof of postage is available. This procedure is in place to protect both our customers and our business from lost or misdirected parcels.

Reply from vatiro

Dec 12, 2025

Hi Paul,

Thank you for taking the time to share your experience. We're glad to hear that ordering was straightforward and that our customer service team was able to support you when the delivery issue occurred. We understand how frustrating it can be when a parcel is misdelivered, and we're pleased everything was resolved in the end. We hope you enjoy your purchase, and we appreciate you choosing LANVEZA.

Reply from vatiro

Feb 24, 2026

We’re sorry to hear you feel this way and would like to clarify a few important points.

We do not mislead customers regarding reviews or return policies. All of our policies — including returns — are clearly published on our website before purchase. For personal care devices, returns are accepted only if the product remains unopened and sealed, as once the protective seal is broken we cannot verify that the device has not been handled or used. This is a hygiene and safety standard followed across the industry.

We do not refuse legitimate returns. If an item is faulty, it is covered under warranty and we resolve the matter appropriately. If a return meets our stated conditions, it is processed accordingly.

We’re sorry if there has been frustration, and we would genuinely like the opportunity to review your specific case. Please contact us directly with your order number so we can look into it properly.

Reply from vatiro

Feb 24, 2026

We’re sorry to read this and would like to clarify the situation.

We do not refuse returns without reason. Our return policy, which is clearly available on our website prior to purchase, states that personal care devices can only be returned if they remain unopened and sealed. Once the protective seal is broken, we cannot verify that the device has remained unused, and for hygiene and safety reasons it cannot be resold.

If your item was genuinely untouched and fully sealed, please contact us again with your order number so we can review the case carefully. We always aim to resolve matters fairly and in line with our published policy.

We understand that return policies are important when making a purchase decision, which is why we make ours publicly available before checkout. We are a legitimate UK-registered company and do not engage in the practices suggested.

If you would like us to re-examine your case, we’re happy to help.

Reply from vatiro

Dec 9, 2025

Hi Angela,

Thank you for your review. We're very pleased to hear that our customer service team was able to assist you quickly and arrange a replacement. We want every customer to feel supported, especially when something isn’t quite right, and we're glad the process felt smooth and helpful. Enjoy your new mask, and thank you for choosing LANVEZA.

Reply from vatiro

Dec 7, 2025

Hi Kathleen,

Thank you so much for your lovely review. We're delighted to hear that your query was handled quickly and efficiently, and that you found the support friendly and helpful. Providing clear and timely assistance is very important to us, and we're glad your issue was resolved smoothly.

Reply from vatiro

Feb 24, 2026

hank you for your review. We’re genuinely sorry to hear you’ve had this experience — that’s certainly not what we aim to provide.

We would like to clarify that we do not ignore or deny legitimate refund requests. If a product is confirmed to be faulty, it is covered under our warranty, and we work to resolve the issue appropriately — whether that means replacement or refund in line with our policy and consumer law.

In some cases, what appears to be a fault can relate to the controller, connection, or setup, which is why our team may suggest troubleshooting steps first before determining the next course of action. This is standard practice to ensure we correctly identify the issue.

We are unable to locate your case based on this review alone. Please contact us directly with your order number at help@lanveza.com
so we can urgently review your situation again. We are committed to resolving genuine issues fairly and transparently.

Reply from vatiro

Dec 1, 2025

Hi Tapatq,

Thank you for sharing your experience with us. We're glad to hear that you began noticing a reduction in morning redness after a few weeks of consistent use. Light therapy often delivers gradual, subtle improvements, so it’s great to know the results are becoming visible for you. We really appreciate you taking the time to leave this thoughtful feedback.

Reply from vatiro

Dec 1, 2025

Hi Philomena,

Thank you for sharing your experience. We're delighted to hear that our customer service team was able to assist you quickly and resolve your request. We truly appreciate your feedback and your trust in LANVEZA.

Reply from vatiro

Dec 1, 2025

Hi Katie,

Thank you for taking the time to share your feedback. We're pleased to hear that the mask feels well-made and that consistent use has helped smooth your skin tone. We also appreciate your comment about the battery life — insights like this help us continue improving our products.

Thank you again for your review and for choosing LANVEZA.