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Terms and conditions

Luii is a trading name and registered trademark of Luii Limited, a company registered in England and Wales under company number 12087691 (“the Company”, "we" or "us").

These terms and conditions explain how you can use our website and buy products from us. By using this site, you agree to these terms and conditions, which override any others. Please read them carefully. These terms and conditions don’t affect your legal rights.

If you have questions before buying, contact us here.

Personal Information and Privacy

  1. Only people aged 16 or over can buy our products. Please give your real name, phone number, email, payment details, delivery address, and any other information we ask for when you order.
  2. You confirm that your personal details are true and accurate. Please don’t pretend to be someone else or use a name you aren’t allowed to use.
  3. We care about your privacy. We handle your information as explained in our Privacy Policy.

Ordering and Payment

  1. When you order from us, we’ll email you to say we’ve received your order. You only have a contract with us when you receive our Order Confirmation email.
  2. By ordering, you allow us to check your details with third parties, such as your bank, to confirm your identity and process your order.
  3. We use secure, encrypted payment methods to protect your details. Unless we are negligent, we are not responsible if someone obtains your payment details without permission.
  4. All orders depend on product availability. If we don’t have the product, we’ll offer a full refund or an alternative. We have no further obligation to you if a product isn’t available.
  5. Products are described on our website. The pictures and information provided are intended to give an idea of the products—there could be small differences in what you receive.
  6. We do our best to give correct information about products and prices, but errors can happen. We may fix mistakes, withdraw products, or change website content at any time.
  7. If we change the price or details of a product after you order, but before the Order Confirmation is sent, you can cancel your order.
  8. Prices on our website do not include delivery charges or VAT unless mentioned. Some people may be able to buy incontinence products without paying VAT—this is checked and applied at checkout if you qualify.

Subscribe & Save

  1. Our Subscribe & Save service offers discounts for repeat orders to Luii account holders who buy for themselves or someone else. Eligible products and the terms offered may change.
  2. Each Subscribe & Save order is a separate offer to buy products at the discounted price shown in your Order Confirmation.
  3. Subscribe & Save discounts are only for subscription orders, not one-off purchases.
  4. Subscribe & Save products are shipped automatically at the intervals you choose until you or we cancel the service.
  5. If we can’t take payment for your Subscribe & Save order, your subscription will be cancelled.
  6. Both you and we can cancel or change your subscription anytime. You can do this through your account or by emailing us. Orders already confirmed aren’t affected.
  7. To return a Subscribe & Save product after it’s shipped, follow the instructions in our Returns Policy.

Fraud

  1. If your bank account, card, or other payment method has been used fraudulently, tell your bank or payment provider right away. We’re not liable for fraudulent use of your accounts or cards.

Refusing Orders

  1. We may refuse any order or service at any time, for reasons including but not limited to:
  • The product is out of stock.
  • We can’t approve your payment.
  • There is an error in the product description or price.
  • You don’t meet eligibility rules for using the website or VAT exemption requirements.
  • We are unable or choose not to supply products to your country, region or delivery address.

Returns and Exchanges

  1. Your rights to return or exchange are explained in our Returns Policy.
  2. If we send you the wrong product or send your order to the wrong address, we’ll fix the mistake at no cost to you. Our total liability is limited to supplying the right product and covering return shipping.

Events Beyond Our Control

  1. We’re not responsible for delays or failures caused by events we can’t control, like natural disasters, war, strikes, fire, flood, emergencies, pandemics, or epidemics. In these cases, we may delay your order or cancel it and refund you.

Limiting Our Responsibility

  1. We are only responsible for loss or damage if it was foreseeable when you ordered.
  2. We supply products for personal use only. If you use them for business, we’re not responsible for lost profits, business interruptions or missed business opportunities.
  3. We are not liable for shipping or delivery delays, however caused. All delivery times are estimates only and cannot be guaranteed.
  4. Nothing in these terms and conditions limits our responsibility for death, personal injury caused by our negligence, fraud, or anything else we cannot legally exclude.

Complaints

  1. If you have a complaint, please contact us. We aim to solve problems quickly.

Your Comments and Feedback

  1. If you send us reviews, feedback, ideas, suggestions, or other material ("submissions") by whatever means, you agree:
  • Not to submit anything unlawful, offensive, or misleading.
  • Your submission won’t breach anyone else’s rights, including but not limited to their intellectual property rights. You agree to cover our costs if someone claims you infringed their rights.
  • To waive your moral rights in your submissions as far as the law allows and confirm that the moral rights of any third-party in the submissions have been waived by them.
  • Your submission won’t contain viruses or malware.
  • We can use, edit, share, translate, and publish your submissions anywhere, without paying you.
  • We can remove or refuse to publish any submission, at our discretion.

Third-Party Resources

  1. We may provide links or access to resources from other parties. We don’t control them or guarantee they’re suitable. You use them entirely at your own risk.

Relationship with Shopify

31.  Our online store  is powered by Shopify, which enables us to engage and do business with you. However, any sales and purchases you make in our online store are made directly with us. By using this site you acknowledge and agree that Shopify is not responsible for any aspect of any sales between us and you release Shopify and its affiliates from all claims, damages, and liabilities arising from or related to your purchases and transactions with us.

Intellectual Property

  1. All intellectual property rights in our online store and the products and services we provide are owned by us or Shopify, our affiliates and licensors and are protected by UK and foreign intellectual property laws. You must not infringe any such intellectual property rights and shall be liable to their respective owners for any such infringement.

Prohibited activity

  1. You agree when engaging with us not to:
  • Upload or transmit viruses or any other type of malicious code that may affect our online store or operations.
  • Spam, phish, pharm, pretext, spider, crawl or scrape.
  • Do anything to circumvent or interfere with the security features in place to provide services to our customers.

Miscellaneous

  1. We may change these terms and conditions at any time, but changes won’t affect orders already confirmed. Changes will be posted to this website. You should check the website periodically for changes.
  2. We can assign, transfer or sub-contract our rights and responsibilities under these terms and conditions.

Law and Disputes

  1. These terms and conditions are governed by English law. Disputes will be handled by the courts in England and Wales.

Complete Agreement

  1. These terms and conditions, along with our Privacy Policy, make up our entire agreement with you for using our website and online store and engaging with us.