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 faultyLMNVRA18607Dear 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.netDear 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 2015If 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.RegardsOn 27/09/2025 16:36 BST @lumenvira wrote:Dear AThank 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
Claim your business profile now and gain access to all features and respond to customer reviews.
