Terms Of Sale
Terms of Sale — Lourio
> **Living.** English, UK store version.
Last updated: 23 September 2026
Pawzpy International Limited (Business Registration Number 79905841) is a company registered in Hong Kong and operates the Lourio brand and the website www.lourio.com.
The company's address is Unit 308, 3/F, Chevalier House, 45-51 Chatham Road South, Tsim Sha Tsui, Hong Kong.
To get in touch, the easiest way is by email at **lourioinfo@gmail.com**. We normally reply within 24 hours.
These terms of sale apply to purchases made by consumers on www.lourio.com.
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## 1. Placing an order
When you complete your order, a confirmation email is sent to the email address you provided. The confirmation contains details of products, price, and billing and delivery address.
If anything in the order confirmation is wrong, contact us immediately at **lourioinfo@gmail.com**.
A binding contract is formed when we confirm your order. We reserve the right to decline or cancel an order, for example in cases of sold-out stock, an obvious pricing error, or suspected fraud.
You must be at least 18 years old to place an order, or have the permission of a parent or guardian.
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## 2. Prices and payment
All prices on www.lourio.com are shown in pounds sterling (GBP).
Pawzpy International Limited is a company registered outside the United Kingdom and products are shipped from our supplier outside the UK. Depending on the value and nature of your order, customs duties and import VAT may apply. Any such charges are determined by HM Revenue & Customs (HMRC) or the carrier and are not included in the price shown at checkout. These charges are payable by you directly to HMRC or the carrier.
We reserve the right to correct pricing errors caused by supplier price changes, typographical errors, or incorrect information, and to adjust the price accordingly.
Any shipping costs are shown clearly at checkout before you complete your purchase.
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## 3. Payment methods
At checkout you can pay with Klarna, as well as card and payment services including Visa, Mastercard, American Express, Apple Pay, Google Pay, and PayPal. Available methods may vary.
Payment is handled by our payment providers. We do not store full card details on our own systems. For payments through Klarna, Klarna's own terms apply in addition to these terms.
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## 4. Delivery
Orders are normally processed within **1-3 working days**. The estimated shipping time is **7-10 working days** after dispatch.
Delivery times are estimates, not guaranteed delivery dates. Deliveries may take longer due to carrier delays, high demand, customs processing, weather conditions, or other circumstances beyond our control.
If your order has not arrived within the estimated delivery time, contact us at **lourioinfo@gmail.com** and we will investigate the status of your shipment.
**4.1 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.
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## 5. Right to cancel (14 days)
For purchases made online, you have a **14-day right to cancel** under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, starting from the day you receive the goods.
**5.1 How to cancel**
- Notify us that you wish to cancel by emailing **lourioinfo@gmail.com**. Include your name, address, email address, order number, and which items you wish to return. We will reply with return instructions.
- Return the products without undue delay, and no later than 14 days after notifying us.
- You are responsible for the cost of return shipping and for the condition of the products on return. Products should be returned well-packaged and in their original packaging where possible.
- 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 their nature, characteristics, and functioning.
Refunds are issued within 14 days of us receiving the return, or from the date you provide evidence the goods have been sent back.
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## 6. 30-night satisfaction guarantee
In addition to the statutory 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**. If you have tried the Lourio for up to 30 nights and are still not satisfied, you get your money back.
**6.1 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 for return instructions.
Refunds are issued within 14 days of us receiving the return.
The 30-night guarantee is a voluntary commitment from us and does not affect your statutory rights, including your right to cancel or your rights under the Consumer Rights Act 2015.
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## 7. Faulty goods
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If your product is faulty, you have the right to a repair, replacement, or refund depending on when the fault is reported.
**7.1 How to report a fault**
Contact us at **lourioinfo@gmail.com** before returning any faulty item. Include your name, address, email address, order number, and a description of the fault, with photos where possible. Please report faults within a reasonable time of discovering 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.
We reserve the right to decline a complaint if the goods are not faulty within the meaning of applicable consumer protection law.
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## 8. Product information
We reserve the right to correct typographical errors on the website. Product images may not always reflect the exact appearance, colour, or texture of the product.
The Lourio is a pillow designed for sleeping comfort and side-sleeping support. It is not a medical device and is not intended to diagnose, treat, cure, or prevent any disease or medical condition.
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## 9. Limitation of liability
We are not liable for indirect losses arising from the use of the product.
We are not liable for delays or failures resulting from circumstances beyond our control (force majeure), including industrial disputes, fire, war, government action, customs processing, or failure of supply from our supplier.
We are not liable for changes to products or product characteristics made by our supplier.
Nothing in these terms limits your rights under mandatory consumer protection legislation.
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## 10. Personal data
How we handle your personal data is described in our Privacy Policy, available on www.lourio.com.
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## 11. Disputes and applicable law
If we are unable to resolve a dispute together, you may refer the matter to an approved alternative dispute resolution (ADR) provider. We are not currently required to use an ADR provider, but we will consider participating if approached.
These terms are governed by the laws of England and Wales. As a consumer, you will benefit from any mandatory provisions of the law of the country in which you are resident. Nothing in these terms affects your statutory rights as a consumer.
Even though Pawzpy International Limited is registered in Hong Kong, as a consumer resident in the United Kingdom you retain the protection afforded by mandatory UK consumer law.