Terms of Service

Last updated: 27 October 2026

Overview

Welcome to LUUMA™.

This website, located at www.luumaofficial.com, is operated by TOOC LTD, trading as LUUMA™. Throughout these Terms of Service, the terms "we", "us" and "our" refer to TOOC LTD, trading as LUUMA™.

We operate this online store to offer customers thoughtfully selected products designed to enhance everyday comfort and convenience.

By accessing our website or purchasing products from us, you agree to these Terms of Service to the extent permitted by applicable law. Please read them carefully before using our website or placing an order.

These Terms apply alongside our Privacy Policy, Refund Policy and Shipping Policy.

Nothing in these Terms excludes, restricts or affects your statutory rights as a consumer, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If any provision conflicts with applicable mandatory consumer protection law, that law will take precedence.

1. Business Information

LUUMA™ is a trading name of TOOC LTD.

Business name: TOOC LTD

Trading name: LUUMA™

Registered office: 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ

Website: https://luumaofficial.com

Customer support email: luumaofficial@gmail.com

Our registered office is our business correspondence address and is not necessarily a product returns facility.

Please contact us before returning any products so that we can provide the appropriate return instructions.

2. Eligibility and Use of Our Website

You may use our website for lawful purposes and to browse, enquire about or purchase our products.

By placing an order, you confirm that:

• You are legally capable of entering into a binding contract.

• The information you provide is accurate and complete.

• You are authorised to use your selected payment method.

• You will not use our website for fraudulent or unlawful purposes.

If you create a customer account, you are responsible for maintaining the confidentiality of your login credentials and for activities conducted through your account.

Please notify us promptly if you suspect any unauthorised access.

We reserve the right to restrict access to our website where reasonably necessary to protect customers, prevent fraud or comply with the law.

3. Product Information and Descriptions

We aim to ensure that all product descriptions, photographs, specifications, prices and availability information are accurate and up to date.

Our products may be available in different colours, fabrics, sizes, materials or configurations. Please review the selected product variant carefully before completing your purchase.

Product colours and textures may appear slightly different depending on your screen settings, lighting conditions and device display.

Product measurements and specifications will be described as accurately as reasonably possible.

Where illustrative images are used, they are intended to help demonstrate the product's appearance or use and must not materially misrepresent the product supplied.

We reserve the right to improve or update product descriptions and discontinue products without prior notice, provided this does not affect existing contractual obligations or statutory consumer rights.

All products supplied must meet applicable legal requirements, including being of satisfactory quality, fit for their intended purpose and as described.

Nothing in this section limits your right to a remedy if a product does not conform to the contract.

4. Orders and Order Acceptance

By submitting an order, you make an offer to purchase the selected products at the price and on the terms displayed during checkout.

After placing an order, you will normally receive an order acknowledgement by email.

An order acknowledgement confirms that we have received your order but does not necessarily mean that the order has been accepted.

Your order will be accepted when we send an order acceptance or dispatch confirmation, or otherwise clearly confirm acceptance.

We may contact you if we require additional information to process your order.

In exceptional circumstances, we may be unable to accept an order because of:

• Product unavailability.

• An obvious pricing or product information error.

• Payment authorisation failure.

• Suspected fraudulent activity.

• Delivery restrictions or legal requirements.

If we cannot fulfil an order for which payment has already been taken, we will notify you and issue the appropriate refund without undue delay.

We will not substitute a materially different product without your agreement.

Your statutory cancellation rights remain unaffected by order processing or dispatch.

5. Prices, Payment and Taxes

Prices are displayed in the currency shown on our website and at checkout.

For purchases made through our United Kingdom storefront, prices are normally displayed in British pounds sterling (GBP).

We aim to provide clear and accurate pricing information before you complete a purchase.

The total payable amount, including applicable taxes that we are required to charge and any mandatory delivery charges, will be clearly disclosed before you place your order.

Any delivery charges, promotional discounts or additional compulsory costs will be communicated as required by applicable law.

Where international delivery may give rise to import duties, customs charges or import taxes payable separately by the customer, we will provide the legally required information about those charges before the order is placed.

We will not impose undisclosed compulsory charges.

Payments are processed through the payment providers made available at checkout.

We do not guarantee that every payment method will be available for every customer or transaction.

We reserve the right to change prices and promotions for future orders. Such changes will not retrospectively affect orders already accepted.

6. Shipping and Delivery

We aim to process, dispatch and deliver orders within the delivery timeframes communicated on our website, product pages, Shipping Policy or during checkout.

Where a delivery timeframe is described as estimated, it represents our good-faith estimate based on available fulfilment and carrier information.

Delivery times may be affected by order processing, public holidays, transport disruption, customs procedures or circumstances outside our reasonable control.

However, such circumstances do not remove our statutory delivery obligations.

Unless a different delivery period has been agreed with you, we will deliver your goods without undue delay and no later than 30 days after the contract is entered into.

If we fail to deliver within the agreed or legally required period, you may have the right to request delivery within an additional appropriate period or cancel the order, depending on the circumstances.

Where delivery by a particular date is essential and the applicable legal conditions are met, you may be entitled to cancel without providing an additional delivery period.

Responsibility for goods during delivery

We remain responsible for goods until they come into your physical possession or the physical possession of a person you have identified to receive them.

An exception may apply if you independently arrange a carrier that we did not offer as a delivery option.

If your order is lost, damaged in transit or delivered incorrectly, please contact us so that we can investigate and provide an appropriate remedy.

Please refer to our Shipping Policy for further delivery information.

7. International Fulfilment

Some LUUMA™ products may be stored, processed or dispatched by international fulfilment partners, including facilities located outside the United Kingdom.

As a result, certain orders may be shipped directly from overseas warehouses.

The use of third-party suppliers or fulfilment partners does not change your contractual relationship with LUUMA™.

LUUMA™ remains the seller responsible for fulfilling your order and meeting its applicable consumer protection obligations.

We aim to communicate delivery arrangements, relevant international shipping information and any applicable additional charges before purchase.

Where customs clearance or international transport affects delivery, we will take reasonable steps to resolve issues and keep you informed.

We will not require you to pursue our supplier or fulfilment partner directly in order to exercise your statutory rights against us.

8. Your Right to Cancel

If you purchase goods online as a consumer in the United Kingdom, you generally have the right to cancel your purchase without giving a reason within 14 days after receiving the goods, subject to applicable statutory exceptions.

For an order containing multiple goods delivered separately, the cancellation period generally runs from the day after you receive the final item.

You may also notify us that you wish to cancel before the goods have been delivered.

How to cancel

To exercise your right to cancel, send a clear statement of your decision to:

luumaofficial@gmail.com

Please include your order number and sufficient information to identify your purchase.

You may use the model cancellation form at the end of these Terms, but using the form is not compulsory.

To meet the cancellation deadline, it is sufficient to send your cancellation notice before the relevant cancellation period expires.

Once you have notified us of your cancellation, you must normally send the goods back within 14 days, unless we agree that a return is unnecessary.

You are entitled to inspect the goods in a manner reasonably similar to how you would examine them in a physical shop.

We may make a legally permitted deduction for any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

The statutory right to cancel may not apply to certain categories of goods, including some personalised products and sealed goods unsuitable for return for health protection or hygiene reasons once unsealed, where the legal conditions for an exception are satisfied.

Any applicable exception will be clearly communicated as required by law.

9. Returns and Refunds

We want customers to shop with confidence and receive products that meet their expectations.

If you wish to return an item, please contact:

luumaofficial@gmail.com

We will provide instructions on the appropriate return procedure and destination.

Please do not send products to our registered office or directly to an international supplier unless we have specifically instructed you to do so.

Change-of-mind returns

For returns made under the statutory cancellation right:

• You must notify us within the applicable cancellation period.

• You must normally return the goods within 14 days after notifying us.

• You may be responsible for the direct cost of return postage where this responsibility was properly disclosed before purchase and is permitted by law.

• We will refund the price of the returned goods and the original standard delivery charge where legally required.

• If you selected a more expensive delivery option, we are not required to refund the additional cost above our least expensive standard delivery option.

We will issue any refund due without undue delay and within the applicable statutory deadlines.

For goods that must be returned, we may withhold the refund until we have received the goods or you have provided evidence of sending them back, whichever occurs first, as permitted by law.

Where no return is required, we will issue the refund within the applicable legal timeframe.

Refunds will normally be made using the original payment method, without refund fees imposed by us.

Returns without sending the item back

In certain circumstances, we may offer a refund or replacement without requiring the original product to be returned.

This may occur where returning the goods would be disproportionate, unnecessary or impractical.

Any such arrangement will be communicated to you directly.

This discretion does not reduce your statutory rights.

Please refer to our Refund Policy for further information:

https://luumaofficial.com/policies/refund-policy

10. Faulty, Damaged or Incorrect Products

All products supplied by LUUMA™ must comply with applicable consumer protection laws.

Under the Consumer Rights Act 2015, consumers have statutory rights if goods are faulty, not as described or not fit for their intended purpose.

Depending on the circumstances, these rights may include:

• A short-term right to reject qualifying faulty goods within 30 days.

• A repair or replacement.

• A price reduction.

• A final right to reject the goods and receive a refund.

The appropriate remedy depends on the nature of the problem and the applicable legal requirements.

If your product arrives damaged, defective, incomplete or incorrect, please contact us at:

luumaofficial@gmail.com

Provide your order number and a description of the issue.

Photographs may help us resolve the matter more quickly, but we will not impose unreasonable evidence requirements or deny statutory remedies solely because photographs are unavailable.

Where a product is faulty or not as described, we will bear return costs when required by law.

We may offer a replacement without requesting the return of the original item where appropriate.

We will not require customers to resolve faulty product claims directly with our international suppliers.

Nothing in our policies limits the statutory remedies available to you.

11. Promotions and Special Offers

From time to time, LUUMA™ may offer discounts, bundles, promotional codes, free delivery or limited-time offers.

Each promotion may be subject to specific conditions disclosed when the offer is made.

Promotional eligibility, availability and any limitations will be clearly communicated.

We reserve the right to correct genuine promotional errors and prevent fraudulent or abusive use of promotional offers, subject to applicable law.

Promotions cannot be retrospectively withdrawn from an accepted order except where legally permitted.

Your statutory consumer rights apply to discounted products as they do to full-price products.

12. Customer Accounts

Creating an account may make it easier to track orders and manage your purchases.

You are responsible for maintaining accurate account information and protecting your login details.

You must not use another person's account without authorisation.

We may temporarily suspend or restrict an account where reasonably necessary to investigate security concerns, suspected fraud or serious breaches of these Terms.

Any account suspension will not remove your existing statutory rights relating to purchases.

13. Acceptable Use

You agree not to misuse our website or interfere with its security or operation.

Prohibited activities include:

• Fraudulent transactions or misrepresentation.

• Unauthorised access to website systems.

• Distribution of malicious software.

• Infringement of intellectual property rights.

• Unlawful collection of personal information.

• Automated scraping or extraction that violates applicable law or our reasonable access restrictions.

• Activities that unlawfully disrupt our website or harm other users.

We may take proportionate action to protect our website, customers and business.

14. Intellectual Property

Unless otherwise stated, the content presented on our website, including our branding, logos, text, original product photography, graphics, website designs and other materials, is owned by LUUMA™, TOOC LTD or the relevant rights holders and licensors.

Third-party trademarks, images and materials remain the property of their respective owners.

You may browse our website and use its content for lawful personal purposes.

You must not reproduce, distribute, modify or commercially exploit protected content without the necessary permission or another lawful basis.

Purchasing a product does not transfer intellectual property rights relating to our website, branding or proprietary content.

15. Customer Reviews and Feedback

Customers may submit genuine reviews, comments, questions or other feedback about their experiences.

By submitting content, you confirm that you have the necessary rights to share it and that it is not unlawful, misleading, defamatory or infringing.

You grant LUUMA™ a non-exclusive, worldwide, royalty-free licence to display, reproduce and reasonably adapt submitted feedback for purposes connected with operating and promoting our business.

We may moderate content where necessary to comply with legal requirements or maintain the integrity of our website.

We do not knowingly present fabricated customer reviews as genuine customer experiences.

Where reviews or testimonials are used for promotional purposes, we aim to comply with applicable consumer protection and advertising requirements.

Any personal information associated with feedback will be handled in accordance with our Privacy Policy and applicable data protection law.

16. Third-Party Services and Shopify

Our store is powered by Shopify.

We may also use third-party providers for payment processing, fulfilment, delivery, website functionality and customer support.

These services help us operate our business but do not automatically make the relevant provider responsible for contracts between you and LUUMA™.

Purchases made through our store are contracts with TOOC LTD, trading as LUUMA™, unless explicitly stated otherwise.

Our website may contain links to external websites or services that we do not control.

We are not responsible for the independent content or policies of unrelated third-party websites.

However, nothing in this section reduces our responsibility for our own products, contractual obligations, or the acts and omissions of service providers for which we are legally responsible.

17. Privacy and Personal Information

We respect your privacy and are committed to handling personal information in accordance with applicable data protection law.

We collect and process personal information where necessary to operate our website, process orders, provide customer support, fulfil deliveries and meet legal obligations.

Our website is hosted by Shopify, which may process information to provide ecommerce infrastructure, payment-related functionality and security services.

Further details about how personal information is collected, processed, stored and shared are explained in our Privacy Policy.

You can review our Privacy Policy at:

https://luumaofficial.com/policies/privacy-policy

18. Errors and Availability

We take reasonable care to ensure that website information is accurate.

Occasionally, a product listing may contain a genuine mistake relating to price, availability, specifications or delivery information.

If we identify a material error before accepting an order, we may contact you to clarify the correct information or decline the order.

Where payment has already been taken for an order that cannot lawfully or reasonably be fulfilled, we will provide the appropriate refund.

We will not unilaterally impose an increased price or materially different product on an accepted order without your agreement.

Nothing in this section permits us to avoid existing contractual obligations or statutory rights.

19. Product Care and Safe Use

Please follow any product instructions, safety warnings and care information supplied with your purchase.

Products should be used for their intended purposes and in accordance with any applicable safety guidance.

We are not responsible for damage caused solely by misuse where this is consistent with applicable law.

However, this provision does not exclude responsibility for defective or unsafe products, misleading instructions, negligence or any other liability that cannot lawfully be excluded.

Any product information relating to comfort, posture or general wellbeing is intended to describe the product and is not a substitute for individual professional medical advice.

Nothing in this section reduces our obligation to provide goods that are safe and meet applicable legal requirements.

20. Consumer Guarantees and Warranties

Where a product is supplied with a manufacturer's warranty or additional commercial guarantee, the relevant terms will be provided or made available where applicable.

Any additional warranty or guarantee operates alongside your statutory consumer rights.

Your rights under the Consumer Rights Act 2015 are not dependent on purchasing or holding a commercial warranty.

We do not exclude implied rights relating to satisfactory quality, fitness for purpose, description or other mandatory consumer protections.

21. Limitation of Liability

Nothing in these Terms excludes or limits liability for:

• Death or personal injury caused by negligence.

• Fraud or fraudulent misrepresentation.

• Breach of statutory consumer rights.

• Defective products where liability cannot lawfully be excluded.

• Any other matter for which exclusion or limitation of liability would be unlawful.

We are responsible for losses and damage caused by our breach of contract or failure to exercise reasonable care and skill where such losses are reasonably foreseeable.

We are not responsible for losses that are not reasonably foreseeable, except where applicable law provides otherwise.

We are not responsible for losses caused entirely by circumstances for which we are not legally responsible.

These Terms are intended for consumer purchases. Products are generally supplied for personal and domestic use, and any limitation concerning business-related losses applies only where fair and lawful.

Nothing in these Terms limits remedies that you are entitled to receive under applicable consumer protection legislation.

22. Events Outside Our Reasonable Control

We may occasionally experience disruption caused by circumstances outside our reasonable control, including severe weather, natural disasters, transport interruptions, major infrastructure failures or governmental restrictions.

Where such circumstances materially affect our ability to fulfil an order, we will take reasonable steps to minimise disruption and communicate relevant updates.

This section does not remove your statutory rights relating to delayed delivery, cancellation or refunds.

Where continued performance becomes impossible or a contract is lawfully terminated, we will provide any refund or other remedy required by law.

23. Suspension and Termination

We may suspend or restrict access to certain website features where reasonably necessary for security, maintenance, legal compliance or the prevention of unlawful activity.

We may terminate access to customer accounts in circumstances involving serious misuse or unlawful conduct.

Termination of website access does not remove rights or obligations arising from purchases already made.

Any provision intended to survive termination will continue only to the extent legally enforceable.

24. Governing Law and Disputes

These Terms are governed by the laws of England and Wales, subject to any mandatory consumer protection rights that apply to you.

If you are a consumer resident in another part of the United Kingdom, you retain any mandatory rights and legal remedies available under the applicable laws of your place of residence.

If you are a consumer residing outside the United Kingdom, nothing in these Terms removes mandatory consumer protections that apply to you under relevant law.

If you experience a problem with your order, we encourage you to contact us first so that we can attempt to resolve the issue fairly and promptly.

Nothing in these Terms restricts your right to bring a claim before a court with jurisdiction under applicable law.

25. Changes to These Terms

We may update these Terms periodically to reflect changes in our business operations, website functionality or legal requirements.

The most recent version will be published on this page with its updated date.

Any material changes will be communicated where required by applicable law.

Changes will not retrospectively remove contractual rights relating to orders already accepted.

Your continued use of the website following publication of updated website-use terms may be subject to those terms, but this does not affect your existing purchase contracts or mandatory rights.

26. Contact and Customer Support

For questions about these Terms, product enquiries, delivery issues, cancellations, refunds or complaints, please contact:

LUUMA™ Customer Support

Email: luumaofficial@gmail.com

Website: https://luumaofficial.com

Legal business name: TOOC LTD

Trading name: LUUMA™

Registered office:

71-75 Shelton Street
Covent Garden
London
United Kingdom
WC2H 9JQ

Please include your order number when contacting us about an existing purchase.

We aim to handle enquiries fairly and provide appropriate assistance.

27. Model Cancellation Form

You may use this form if you wish to cancel your purchase under your statutory cancellation rights.

Using this form is optional. You may instead send us any other clear statement of your decision to cancel.

To:

TOOC LTD, trading as LUUMA™

71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ

Email: luumaofficial@gmail.com

Cancellation notice:

I hereby give notice that I cancel my contract of sale for the following goods:

Product(s): ______________________

Order number: ______________________

Ordered on: ______________________

Received on: ______________________

Customer name: ______________________

Customer address: ______________________

Date: ______________________

Signature (only if this form is submitted on paper): ______________________

Please send your completed form or cancellation statement to luumaofficial@gmail.com.

LUUMA™ — Everyday comfort, thoughtfully designed.

© 2026 LUUMA™. Operated by TOOC LTD. All rights reserved.