Returns & Refund Policy
Returns and Refund Policy — Lourio
Last updated: 23 September 2026
We want you to sleep better with Lourio. If you don't, we'll take it back.
Below you'll find three ways to return a product. You don't need to figure out which one applies. Email us at lourioinfo@gmail.com and we'll tell you.
1. Right to cancel (14 days)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a 14-day right to cancel from the day you receive your order. You do not need to give a reason.
How to cancel:
- Email lourioinfo@gmail.com with your name, order number, and which items you wish to return.
- We will reply with instructions for how to send the return.
- Send the product back without undue delay, and no later than 14 days after you notify us.
The product should be returned well-packaged and in its original packaging where possible. You are responsible for the cost of return shipping.
We may make a deduction from the refund to reflect any reduction in the value of the goods if this has been caused by your handling them beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
2. 30-night satisfaction guarantee
In addition to your right to cancel, we offer a 30-night satisfaction guarantee from the date of delivery.
The guarantee applies even if you have slept on the pillow. You can't evaluate a pillow without using it, so try it properly. If you're not happy within 30 nights, you get your money back.
Conditions:
- The pillow must be returned in good condition. Tears, burn marks, stains, odour, or other damage beyond normal use are not covered.
- You are responsible for return shipping costs.
- Contact us at lourioinfo@gmail.com before sending anything back.
The 30-night guarantee is a voluntary commitment from us and does not affect your statutory rights.
3. Faulty or damaged goods
If your product arrives damaged, is incorrectly delivered, or has a manufacturing defect, that is a complaint, not a return.
Under the Consumer Rights Act 2015, you have the following statutory rights:
- Within 30 days of delivery: you have a short-term right to reject faulty goods for a full refund.
- Within 6 months of delivery: if a fault appears, it is presumed to have been present at the time of delivery. We will offer a repair or replacement, or a refund if neither is possible.
- Up to 6 years from delivery: you may still be entitled to a remedy if you can demonstrate the fault was present at the time of delivery.
How to make a complaint:
- Contact us at lourioinfo@gmail.com before sending anything back.
- Include your name, order number, and a description of the fault. Photos are helpful.
- We will get back to you with next steps.
Please report faults within a reasonable time after you discover them.
If we accept your complaint, we cover the return shipping costs. If we cannot repair the fault or provide a replacement, we will refund you in accordance with applicable consumer protection law.
4. Refunds
Refunds are issued within 14 days of us receiving your return, or from the date you provide evidence that the goods have been sent back.
The refund will be made to the same payment method you used for the original purchase, unless we agree otherwise.
If you paid with Klarna, the refund is handled through Klarna in accordance with their procedures.
5. Uncollected parcels
If a parcel is not collected and is returned to us, we may charge for shipping, return shipping, and handling costs, to the extent permitted by applicable law. An uncollected parcel does not count as exercising your right to cancel.
6. Contact
All returns and complaints start with an email to lourioinfo@gmail.com. We normally reply within 24 hours and will send you instructions specific to your order.
Pawzpy International Limited (Business Registration Number 79905841) Unit 308, 3/F, Chevalier House 45-51 Chatham Road South Tsim Sha Tsui Hong Kong