How we verify reviews

We show reviews on our product pages. We want you to know exactly where they come from and what we do with them before you rely on them.

Where they come from

Most reviews come from customers who bought the product from us. You can recognise them by the label “Verified purchase” — it means we have a confirmed order in that person's name for that product.

The review form on the product page is open, though: anyone can write, including someone who has not bought from us. We don't hide this. Reviews without a confirmed order do not carry the label “Verified purchase”. The difference is visible on the page.

What we check before publishing

No review appears on the site automatically. They all go through approval. We check whether:

there is a confirmed order in the person's name (if so, it gets the “Verified purchase” label);
the review is about the product it is posted on;
it contains no offensive language, other people's personal data or obviously false information;
it is not part of a pattern of coordinated reviews.

Approval is done by a person on the Servus team, not by an algorithm.

What we DON'T do

We don't delete negative reviews. A critical review stays published, even if we don't like it. We reply to it and, if we can, we solve the problem. We delete it only if it is obviously false, offensive or contains personal data.

We don't offer anything for good ratings. We don't give discounts, gifts or other benefits in exchange for a positive review, and nothing depends on the number of stars.

We don't write reviews ourselves and we don't buy reviews. Not from employees, not from acquaintances, not from companies that sell them.

We don't change the text of a review. We publish it as it was written.

How they are displayed

Reviews appear on each product's page in the order they were received, most recent first.

We don't show a numerical score on the product page. We show the stars and the number of reviews. The average is calculated from all of the product's approved reviews — we don't pick only the good ones for the calculation — and it is the one Google can use for the stars in search results.

If you have a problem with a product

Write to us directly, not only in a review: office@lumanariservus.ro or 0726162810.

A review tells us that something didn't work. A message tells us what didn't work — and then we can fix it. We use the materials we sell in our own workshop; when a batch behaves differently, we want to hear it from you, not from statistics.

This page exists because Directive (EU) 2019/2161 (the “Omnibus” Directive) requires us to explain transparently how we make sure that published reviews come from real customers. It requires us to, but we should have written it anyway.