LumenVira Store Avis 

The price was competitive and delivery was earlier than expected, however the product produced inconsistent results. I reported this to Lumenvira who promptly issued a full refund, I couldn't ask for better customer service. A good company to deal with.

I mistakenly placed an order so emailed the company to cancel. The response was prompt, friendly, and totally understanding.
The refund was processed in 24hours, as promised.
This was a positive experience from start to finish and I look forward to ordering from them very soon.

Purchased a LumenVira Camerex 2.0, on the app xsmart U9 video doorbell and it will not stay connected to the WiFi, will not work correctly as advertised with an Android device and shared the account with an IPhone user and it gives notifications but will not do so on the Andriod phone. Tried many times to reload and reset but will not work. Also asks for a verification code but there is no way of getting a code! If you buy it is shipped from Spain and it will cost you to return it. They ended up giving me a 50% refund.
Big load of rubbish, do not buy!

You can not get any better than this service helped me all the way step by step

The service was exceptional. I had a query on the product that was resolved very quickly and efficiently.

My experience has been a headache from start to finish and I found their customer service skills appalling.
Initially I followed the set up instructions within the box and downloaded the app from the QR code printed on their leaflet to set the product up. After this did not work, I emailed them and they told me not to use the instructions in the box due to "mis printed information" and sent me a link for a different app, I completed this step but found that app was even worse and stopped showing notifications all together. I sent photos and videos of the app, the app settings and the function of the item and was sent back the same email with the same instructions over 15 times. I reset the device and started from scratch following their new instructions, but again, it did not work as advertised.
I went back and forth with this company and they sent the same scripted replies continuously. I provided evidence that each of their own trouble shooting steps had been completed with screenshots and screen recordings showing connectivity, settings, app information, device status and everything they asked for! They continued to blame my incompetence.
I then asked to return the item due to it not working as advertised and was told this return cost was down to myself and I'd have to pay a restocking fee but the item had to be unopened.
After ignoring my last 2 emails and my request for their legal department details, they finally offered 50% refund. A tactic that a lot of these reviews mention.
Overall, I wouldn't use this company nor recommend them.
Oddly enough, when you try and call their London based customer service number, no-one answers and the voicemail is in Spanish, as is their returns address.
Update from reply: Trustpilot removed 4 of your replies for containing false information and going against their guidelines, and you had mine removed for including the name of the customer service representative.
I have been waiting for legal documents for 3 months since you told me you were sending them and have received nothing apart from an email saying "we won" from the same customer service representative.

The seller communication is excellent and well professional 👌

Was very interested with the service,they sent me several videos as to how to set up the door bell but still couldn’t do this after asking to return was offered alternative which I accepted.
They were quite to respond to my question,very pleased with the outcome thank you

Had problems as instructions weren’t good but Company was very helpful in sorting this for me.

Getting free delivery on my purchase I didn’t expect it to arrive next day but I was surprised I didn’t get an email with an estimated arrival date. Subsequently I felt the need to know what was happening and contacted customer service via the website form. This when my experience started to improve. I was given local currier details, tracking number and a rough estimate of arrival. At this point my parcel hadn’t arrived in the UK. After further reassurance from customer service I waited patiently… maybe not that patiently .. Shortly after it arrived in the country and the local currier’s tracking site kept me informed of progress until it arrived in the predicted time window today. All’s well and product is working just fine. Thank you

Company went to the trouble of making sure my order arrived safely

Sorted out the problems I was having linking the extender with my router with patience. Olivia very helpful.

We have not opened the parcel yet, but the contents appear well protected because the package was wrapped securely and cushioned with bubble wrap. I had to follow up tracking information because the parcel appeared to be in transit for a couple of weeks or so, but when I followed up delivery progress by email, the response was immediate and informative Thank you.

While it took quite a while for the heaters to arrive the customer service that I received when enquiring about them was excellent.

I was happy with my refund for my door bell camera, that I couldn't get to work. They were very understanding and had no issues with me for not wanting the product. Thank you.

My first complaint about this company was taken down because I had inadvertantly, named a person. Even though I did amend my previous complaint.

I am now stuck with two CamuRex Smart Video Doorbell camera because the company keeps insisting on the returns policy.

I have included the emails between us and hopefully taken out any names.

This company will not accept either the UK Consumer Act, nor the Consumer Rights Directive 2011/83/EU that if an item is faulty it is upto the seller to prove it isn't faulty

LMNVRA18607
Dear A,
Thank you for your message. As clearly stated in our Refund Policy Customers are entitled to request a return or refund within 30 days from the …
… at the point of sale—which was the case with your order. For this reason, we regret to inform you that we cannot proceed with a refund in this instance. Thank you for your understanding. Best regards,

28 sept 2025 a las 13:36 @talktalk.net
Dear X

I strongly belive that the doorbell is faulty if 3 people could not get it to work.

I am not disputing your returns policy of 30 days.

However, under Consumer Rights Act 2015 UK it is up to the seller to prove an item isn't faulty within 6 months of purchase and under your own Consumer Rights Directive 2011/83/EU a consumer has 1 year if a product breaks within the first year, it is presumed the fault existed at the time of purchase

The Consumer Rights Act 2015
If you've owned the item for less than six months, the retailer must give you a full refund if an attempt at a repair or replacement is unsuccessful.

It doesn't matter whether you bought your goods before or after 1 October 2015 - in the first six months from when you buy something, the onus is on the seller to prove your defective product was of satisfactory quality when you received it.

It's not for the consumer to prove that the faulty item was not of satisfactory quality in order to get it repaired or replaced during the first six months after purchase.

Consumer Rights Directive 2011/83/EU Clearly states:
For faulty goods, consumers have a minimum 2-year legal guarantee, during which the seller must repair or replace the item free of charge, or offer a price reduction or refund if repair or replacement is not feasible. If a product breaks within the first year, it is presumed the fault existed at the time of purchase.

I therefore look forward to your response.
Regards

On 27/09/2025 16:36 BST @lumenvira wrote:
Dear A

Thank you for your message.

As clearly stated in our Refund Policy
Customers are entitled to request a return or refund within 30 days from the date of delivery. After this period has expired, we are unfortunately unable to process refunds or partial refunds, except in cases covered by the manufacturer’s warranty conditions.

While we fully respect the Consumer Rights Act 2015 (UK) and applicable EU consumer protection laws, these rights must be exercised within the statutory time limits. As your purchase has already exceeded the 30-day return window, we are not legally obliged to provide a refund.

We must also highlight that our policy aligns with UK and EU consumer protection directives, which allow businesses to set clear and reasonable timeframes for returns, provided these are communicated transparently at the point of sale—which was the case with your order.

For this reason, we regret to inform you that we cannot proceed with a refund in this instance.

Thank you for your understanding.

Best regards,

LUMENVIRA

My problem was resolved quickly and efficiently

Had problem with item but it has been resolved to my satisfaction

Customer service really good, answered quiries quickly. I recommend this company.

Hi I have rated this company 3 star as unfortunately the camera doorbell i ordered didn't work properly, and they offered me a 50% refund although I declined this offer that is what they paid me back. The correspondence was good with the company hence the rating, I gave the bell to friends who also failed to get it working properly.