Recent NPR reporting describes shoppers facing intense sales pressure, unexpected charges and refused refunds at retailers selling skincare products distributed by California-based Mazal Group. Older adults and people with disabilities were among those affected. The evidence includes consumer allegations, civil settlements and separate criminal cases involving individual operators—each with a different legal status. OPB 
How the alleged sales scheme worked
Mazal Group distributes brands including Voupre, Orogold Cosmetics, Lionesse, Introstem, Avinichi and Venofyethrough independently operated stores. NPR reported complaints about concealed final-sale terms, duplicate card charges and financing presented without clearly explaining that it was a high-interest loan. OPB
The New Mexico attorney general’s lawsuit against SHM Group 2019 Inc., doing business as Santa Fe Spa Center by Voupre, and owner Sahar Hori provides specific examples of the alleged process:
- A free treatment brought shoppers inside. Employees then pressured them to purchase creams or devices.
- The amount charged exceeded the quoted price. The state alleged that a $1,300 device became approximately $13,000 on a card statement.
- Signatures were obtained under misleading circumstances. One customer allegedly believed she was signing treatment permission; the document authorized purchases and included a no-return acknowledgment.
- Opening packaging became a reason to deny a return. Employees allegedly persuaded a customer to open a $30,000 device, then refused her attempted return the next day partly because it had been opened.
- Refund promises led nowhere. Another customer allegedly received instructions to contact an office that said it processed orders, not returns.
These are allegations documented in the state’s complaint, rather than findings from a criminal trial. nmdoj.gov
Who was affected—and how much did they lose?
The reported experiences show why families should look beyond the appearance of an ordinary cosmetics purchase.
| Consumer | Reported experience |
| An older Michigan man with dementia | His son told NPR that he was charged $42,000 for products and devices. |
| Mary Ellen Eckhert, 82, California | NPR reported $53,500 across four credit cards over about a year; despite disputes, she remained out more than $17,000. |
| Rosemarie Incrovato, Oregon visitor to Hawaii | She told Honolulu Civil Beat that a sales encounter lasted four hours and ended with products, a device and a $13,000 charge, despite repeated refusals. |
| Diane Scheurell, Hawaii | She reported spending more than $18,000 at Sericin Plus and being unable to obtain a refund. |
The Michigan and California accounts come from NPR; the Hawaii accounts were reported by Honolulu Civil Beat. OPB
What lawsuits, investigations and charges actually occurred?
New Mexico’s civil enforcement case: The attorney general sued the Santa Fe business in 2024 over alleged deceptive pricing and unauthorized charges. In August 2025, the state announced a $350,000 settlement for affected consumers. It required clearer pricing, itemized receipts and a disclosed return policy complying with state law. The announced restitution claim deadline was February 10, 2026, which has passed. Anyone who missed it can still contact NMDOJ about possible options, but should not assume settlement payments remain available. New Mexico Department of Justice
Hawaii’s class action: NPR reported a $950,000 settlement involving Mazal Group, family members and two licensees, covering 110 class members. Mazal Group and the family denied wrongdoing. Its lawyer also told NPR that the group does not own or operate retail locations. This settlement does not establish an open nationwide refund program. OPB
Federal criminal cases involving kiosk operators: These should be described separately:
- Omer Gur pleaded guilty in 2016 in a visa-fraud and money-laundering case involving more than 140 foreign workers recruited for kiosk businesses. United States Department of Justice
- Shai Cohen pleaded guilty in November 2023 to conspiracy offenses involving unlawful entry and employment, and money laundering. He received a two-year prison sentence in January 2024. United States Department of Justice
Those convictions concerned individual operators. They should not be presented as criminal convictions of Mazal Group.
What should Huutri.org readers do if this happened to them?
- Contact the card issuer immediately.
Use the number on the back of your card. Explain precisely what happened: the amount you authorized, the amount charged, any duplicate transactions, products you never agreed to buy, or services never delivered.
For credit-card billing errors, protect your federal rights by sending a written notice to the issuer’s designated billing-inquiries address, with delivery early enough to arrive within 60 days after the first statement containing the error was sent. Keep copies and tracking. A refund conversation with the merchant should not delay this notice. You can dispute a billing error even if you have already paid it. Consumer Financial Protection Bureau
Be accurate: if you agreed to a purchase but say the seller misrepresented it, explain that. Do not describe an authorized purchase as a stolen-card transaction.
- Preserve evidence and request a refund in writing.
Make a folder containing:
- Receipts, statements and financing documents.
- Photos of products, packaging and posted return policies.
- The price you were quoted and what was actually charged.
- Salespeople’s names, dates, witnesses and messages.
- A written timeline, including refund promises and refusals.
Identify the actual merchant on the receipt and card statement, as well as the product brand. Ask for an itemized invoice and copies of every document bearing your signature. Keep products and packaging; document any return with tracking or a signed receipt.
- Do not assume “all sales final” ends your rights.
A disclosed no-return policy may restrict a change-of-mind return. A dispute about an incorrect amount, unauthorized transaction or undelivered merchandise raises different issues.
For California readers, retailers generally must conspicuously disclose restrictive return policies. Failure to do so can create a 30-day refund right, but exceptions include used goods, missing original packaging and items that cannot be resold for health reasons—potentially relevant to cosmetics. Eligibility depends on the circumstances. Office of the Attorney General
Also, there is no universal three-day cancellation right for ordinary store purchases. The FTC’s Cooling-Off Rule covers certain off-premises or temporary-location sales; purchases negotiated at a seller’s permanent business generally are excluded. A mall kiosk’s circumstances need individual assessment. Consumer Advice
- If a debit card or financing was involved, address that separately.
Report an unauthorized debit immediately. When you still have your card, the CFPB says to notify the bank within 60 days after it sends the statement showing the unauthorized transaction; lost-card deadlines can be shorter. Consumer Financial Protection Bureau
If the salesperson arranged a loan, contact the lender directly, request the application and contract, and dispute any misrepresentation or unauthorized account. Ask how payments will be handled during review rather than simply stopping them.
For a properly submitted credit-card billing-error dispute, federal rules generally allow withholding the disputed amount during investigation. Continue paying undisputed amounts on time. Consumer Financial Protection Bureau
- Report the incident and escalate when necessary.
| Where to report | When it can help |
| FTC — ReportFraud.ftc.gov | Reporting suspected deceptive sales practices. |
| California attorney general, or your state’s consumer protection office | Reporting the merchant and asking about applicable consumer remedies. |
| CFPB complaint portal | Problems with a card issuer, bank or lender’s handling of the dispute. |
| Adult Protective Services resources | Suspected exploitation of an older or vulnerable adult. |
These complaint routes serve different purposes; filing does not guarantee reimbursement. Consumer Advice
Report threats, physical restraint or suspected theft to police. Notify mall management as well. For substantial losses, consult a consumer-protection or elder-law attorney promptly. Even after 60 days, seek help: other dispute rights may remain, subject to additional conditions. Office of the Attorney General
For families, approach the conversation without blame. A useful opening is: “Let’s review the charges together and see what we can recover.” Readers do not need to wait for another investigation or lawsuit before preserving evidence and disputing their own transactions.
-Phan Hoàng Anh-