Terms of Service

About These Terms

These Terms of Service ("Terms") are a legal agreement between you and Loomo Limited, a company registered in Hong Kong SAR with its registered office at Celebrity Commercial Centre, 64 Castle Peak Road, Sham Shui Po, Kowloon, Hong Kong ("Loomo", "we", "us", "our"), covering your use of loomosleep.com (the "Site") and any purchase you make from us.

By using the Site or placing an order, you accept these Terms and our Privacy Policy. If you don't agree, don't use the Site.

We may change these Terms at any time. The version posted here when you place your order is the one that governs that order. Your continued use of the Site after we post changes means you accept them. It's your responsibility to check this page.

Who May Use The Site

You must be at least 18 years old, or the age of majority where you live, to buy from us. By ordering, you confirm you meet that requirement and that everything you tell us is accurate and complete.

We may refuse, limit or cancel any order, and may refuse service to anyone, at our sole discretion and without giving a reason — including where we suspect fraud, reselling, abuse of a promotion, abuse of our trial or exchange policy, or where an order looks unusual. If we cancel an order you've already paid for, our only obligation is to refund what you paid for it.

Your Account

You don't need an account to order. If you create one, you're responsible for keeping your password confidential and for all activity under your account, whether or not you authorised it. Tell us immediately if you suspect unauthorised access. We may suspend or close any account at our discretion.

Orders, Prices And Payment

Placing an order is an offer to buy, not a completed contract. No contract exists until we send you an order confirmation and dispatch your order. Taking payment does not by itself mean we've accepted your order.

• Prices are shown in the currency displayed at checkout and, unless stated otherwise, exclude taxes, duties and shipping.
• Pricing and description errors. If a product is listed at an incorrect price or with an incorrect description, we may cancel the order even after it's confirmed, and refund you in full. We are not obliged to sell at the incorrect price.
• We may change prices, products, specifications and promotions at any time without notice. Changes do not apply to orders already dispatched.
• You authorise us and our payment providers to charge your payment method for the full order amount, including taxes and shipping.
• You are responsible for all import duties, customs charges, and taxes on international orders. We do not refund these, and we are not responsible for parcels held or destroyed by customs.

Shipping And Delivery

Shipping options, costs and estimated delivery times are shown at checkout. Free shipping applies only where stated at the time you order.

• Delivery dates are estimates, not guarantees. We are not liable for delays caused by carriers, customs, weather, strikes, or anything else outside our reasonable control, and a delay is not grounds for cancellation or compensation.
• You are responsible for the accuracy of your shipping address. We cannot reroute a parcel once dispatched. If a parcel is lost or returned because you gave us an incorrect or incomplete address, we may charge you for reshipment.
• If a parcel is refused, unclaimed, or returned to us undeliverable, we may refund the product price less our outbound and return shipping costs, or reship at your cost.
• Risk of loss passes to you on delivery to the address you gave us.

30-Night Trial And Returns

We want you to sleep on your pillow before you decide. The 30-night trial is offered as a courtesy on the conditions below, and abusing it will disqualify you from it.

• You have 30 nights from the date of delivery to request a return. Requests made after that window will not be accepted.
• You must contact us and receive a return authorisation before sending anything back. Unauthorised returns may be refused, and we are not responsible for items sent back without authorisation.
• Returned items must be in clean, undamaged, resaleable condition. We may refuse a return, or reduce your refund, for items that are stained, torn, soiled, damaged, or that smell of smoke, pets or perfume.
• The trial is limited to one of each product per customer, household, or delivery address. It is not available on repeat purchases of an item you have already trialled and returned.
• We may refuse returns and refuse future orders where we reasonably believe the trial or exchange policy is being abused — including excessive or serial returns.
• Refunds are for the product price only. Original shipping charges are non-refundable, and unless the item is faulty or we sent the wrong item, we may deduct return shipping from your refund.
• We inspect returns on arrival and issue refunds to the original payment method once inspection is complete. Please allow additional time for your bank to process it.
• Pillowcases, sleep masks and other accessories must be returned unused and sealed in original packaging, for hygiene reasons.
• Gift cards, free gifts, and items marked final sale or clearance are non-returnable and non-refundable.
• If your order was part of a bundle or promotion, returning part of it may void the discount and we may adjust your refund accordingly.

If your order arrives damaged, faulty, or you received the wrong item, contact us within 7 days of delivery with photographs and we'll make it right at no cost to you.

Free Loft Exchange

Picked the wrong height? You get one free loft exchange per pillow, within your first 30 nights, on the same conditions as Section 6. Contact us with your order number and the loft you'd like instead.

The exchange is for a different loft of the same product only — not a different product, colour, or a higher-priced item. Further exchanges, and exchanges requested after 30 nights, may be refused or charged at our discretion.

Limited Warranty

Our pillows carry a 1-year limited warranty against manufacturing defects in materials and workmanship, running from the date of delivery.

• The warranty is offered only to the original purchaser, is non-transferable, and requires proof of purchase from Loomo or an authorised seller.
• Our sole obligation, and your sole and exclusive remedy, is that we will repair, replace, or refund the defective product, at our option. We are not liable for any other loss.
• Replacement products are covered for the remainder of the original warranty period, not a new one.

The warranty does not cover: normal wear and tear; the gradual softening, flattening or compression that happens to every pillow with use; changes in your comfort preference; damage from misuse, abuse, accidents, pets, children, stains, burns, moisture, or washing or drying contrary to our care instructions; damage caused by using the product without a pillowcase or protector; commercial or rental use; products bought secondhand or from an unauthorised seller; or any product that has been altered.

To claim, contact us with your order number and clear photographs. We may require the item to be returned for inspection at our discretion. Nothing in this warranty limits non-waivable rights you have under applicable consumer law.

Promotions And Discount Codes

Promotions, discount codes, bundles and free-gift offers are subject to the terms shown with the offer and to these Terms. Unless we say otherwise: one code per order; codes cannot be combined; they have no cash value; they cannot be applied retroactively to an existing order; and they may be changed or withdrawn at any time before you order.

We may cancel any order, void any discount, and reclaim the value of any free gift where a code or promotion has been used fraudulently, in bad faith, or in a way it was not intended — including creating multiple accounts to claim an offer more than once.

Chargebacks And Payment Disputes

If you have a problem with an order, you agree to contact us first and give us a reasonable opportunity to resolve it before disputing a charge with your bank or card issuer.

Initiating a chargeback for an order you received, or for a refund we have already processed or offered, is a breach of these Terms. Where a chargeback is raised in bad faith, we reserve the right to contest it, to recover the disputed amount together with any fees we incur, and to refuse to serve you in future.

Emails And Text Messages

By giving us your email address you agree to receive service messages about your order. You may also opt in to marketing emails, which you can leave at any time using the unsubscribe link.

Our text message program

If you provide your mobile number and opt in, you agree to receive recurring automated marketing text messages from Loomo at that number, including messages sent by an autodialer. Consent is not a condition of purchase.

• Message frequency varies. Message and data rates may apply.
• To opt out, reply STOP to any message. You'll receive one confirmation and no further marketing texts.
• For help, reply HELP or email hello@loomosleep.com.
• Carriers are not liable for delayed or undelivered messages.
• You confirm the mobile number you give us is your own, and you'll tell us if it changes. You are responsible for any messages sent to a number you no longer control.

Reviews And Submissions

We publish honest reviews, including critical ones. If you submit a review, photo, comment or other content, you keep ownership of it, but you grant us a worldwide, perpetual, irrevocable, royalty-free, transferable, sub-licensable licence to use, display, reproduce, adapt, publish and distribute it in any media, for any purpose including advertising, with the name or initials you provided — without any payment or further permission.

How we moderate reviews

We apply the same rules to every review and we do not edit a review's substance or rating. We may decline to publish, or remove, content that:

• Is abusive, hateful, obscene, threatening, or contains personal attacks.
• Contains personal information, such as an address, phone number or order details.
• Is spam, advertising, or links to another store.
• Is not about the product — for example a delivery complaint, which we would rather resolve for you directly.
• Appears fake, undisclosed-incentivised, or submitted by someone with a conflict of interest.
• Infringes anyone's rights, or is unlawful.

Reviews marked Verified come from a customer we can match to an order. We do not pay for positive reviews. If a free product is ever given in exchange for a review, the review will disclose it.

By submitting content you confirm it is your own honest opinion and experience, that you own or control the rights to it, and that no one else has paid you to post it. You waive any moral rights in the content to the extent permitted by law.

Things You Must Not Do

You agree not to:

• Break any law or infringe anyone's rights.
• Buy our products for resale without our written permission.
• Scrape, crawl, data-mine, or use bots or automated tools on the Site.
• Copy, reproduce, or reuse our photography, copy, designs or content.
• Attempt to gain unauthorised access to our systems, or interfere with the Site's operation or security.
• Upload viruses or malicious code.
• Impersonate anyone, create multiple accounts to abuse offers, or misrepresent your connection to Loomo.
• Use the Site to compete with us, or to build a competing product or service.

We may suspend or terminate your access, cancel your orders, and pursue any legal remedy available to us if you breach this section.

Our Intellectual Property

The Loomo name and logo, our product names — including LoftMatch™ and CloudCore™ — and all text, images, video, graphics, design, layout and code on the Site are owned by us or our licensors and protected by intellectual property laws.

We grant you a limited, revocable, non-exclusive, non-transferable licence to view the Site for your own personal, non-commercial use. All other rights are reserved. You may not copy, reproduce, distribute, modify, frame, scrape or otherwise use our content or branding without our prior written permission.

Third-Party Links

The Site may link to sites we don't control. Those links are provided for convenience only. We do not endorse them and are not responsible for their content, products, or privacy practices.

Disclaimer Of Warranties

The site and our products are provided "as is" and "as available", without warranty of any kind. To the fullest extent permitted by law, we disclaim all warranties not expressly stated in these terms, including any implied warranties of merchantability, fitness for a particular purpose, title and non-infringement. We do not warrant that the site will be uninterrupted, secure, error-free, or free of harmful components, or that any content is accurate or complete.

Some jurisdictions do not allow the exclusion of certain warranties, so parts of this section may not apply to you. Nothing here removes rights you have under mandatory consumer protection law.

Limitation Of Liability

To the fullest extent permitted by law, Loomo, its directors, officers, employees, agents and suppliers will not be liable for any indirect, incidental, special, consequential, exemplary or punitive damages, or for any loss of profits, revenue, business, data, goodwill or anticipated savings, arising out of or connected with the site, our products, or these terms — whether based in contract, tort, negligence, strict liability or otherwise, and even if we have been advised of the possibility of such damages.

Our total aggregate liability for all claims relating to the site or a product will not exceed the amount you actually paid us for the product giving rise to the claim, or one hundred US dollars (US$100), whichever is greater.

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be excluded. Some jurisdictions do not allow certain limitations, so parts of this section may not apply to you.

Indemnity

You agree to indemnify, defend and hold harmless Loomo and its directors, officers, employees and agents from and against any claim, demand, loss, liability, damage, cost or expense (including reasonable legal fees) arising out of or connected with: your breach of these Terms; your misuse of the Site or our products; any content you submit; or your violation of any law or the rights of any third party.

Time Limit For Claims

To the fullest extent permitted by law, any claim or cause of action arising out of or related to the site, our products, or these terms must be brought within one (1) year after the claim arises, or it is permanently barred.

Where the law of your country does not permit this limitation, it does not apply to you.

Dispute Resolution And Arbitration

Talk to us first

Before starting arbitration or any proceedings, you agree to contact us at hello@loomosleep.com with a written description of your claim and give us 60 days to resolve it informally. Most problems are solved faster this way.

Binding individual arbitration

If we can't resolve it informally, you and Loomo agree that any dispute arising out of or relating to these Terms, the Site, or our products will be resolved by final and binding arbitration, administered by the Hong Kong International Arbitration Centre (HKIAC) under its rules in force at the time. The seat of arbitration will be Hong Kong, the language will be English, and there will be one arbitrator. Judgment on the award may be entered in any court of competent jurisdiction.

Class action and jury trial waiver

You and Loomo agree that each may bring claims against the other only in an individual capacity, and not as a plaintiff or class member in any purported class, collective, consolidated or representative proceeding. The arbitrator may not consolidate more than one person's claims, and may not preside over any form of representative or class proceeding. You and Loomo waive any right to a jury trial.

Exceptions

Either party may bring an individual claim in small claims court, and either party may seek injunctive or equitable relief in court to protect its intellectual property rights.

Governing Law

These Terms, and any dispute arising out of them or from your use of the Site or our products, are governed by the laws of the Hong Kong Special Administrative Region, without regard to its conflict of law rules. The UN Convention on Contracts for the International Sale of Goods does not apply.

Subject to Section 20, you and Loomo submit to the exclusive jurisdiction of the courts of Hong Kong SAR. Nothing here removes any non-waivable right you have as a consumer to bring proceedings in the courts of your country of residence.

General

• Entire agreement. These Terms and our Privacy Policy are the entire agreement between us and replace anything said or written before.
• Severability and reformation. If any provision is found unenforceable, it will be modified to the minimum extent necessary to make it enforceable, or severed if it cannot be — and the rest of these Terms remain in full force.
• No waiver. If we don't enforce a right, that is not a waiver of it, and we may still enforce it later.
• Assignment. You may not assign or transfer your rights under these Terms. We may assign ours freely, including on a sale of our business.
• Force majeure. We are not liable for any failure or delay caused by events beyond our reasonable control, including acts of God, war, epidemic, strikes, carrier failure, supply shortages, or internet or platform outages.
• No third-party rights. No one other than you and Loomo has any right to enforce these Terms.
• Survival. Sections 12, 14, and 16 to 22 survive any termination of these Terms.
• Headings. Section headings are for convenience only and do not affect interpretation.