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Terms of service

Terms of Service

Last updated: 29 July 2026

1. Who we are

This website (the "Site") and the Petora store are operated by ISORA Lumen Ltd, trading as Petora ("we", "us", "our") — a company registered in England & Wales:

  • Company number: 17190265
  • Registered office: 128 City Road, London, United Kingdom, EC1V 2NX
  • Email: support@petora.care (orders and support) / info@petora.care (general enquiries)

By using the Site or placing an order you agree to these Terms of Service.

2. Eligibility

We sell to customers with a delivery address in the United Kingdom or the United States.

You must be at least 18 years old, or the age of majority where you live, to buy from us.

3. Products

We try to show product colours, features and dimensions accurately, but we cannot guarantee that your screen displays them exactly. All products are subject to availability, and we may limit quantities or discontinue a product.

4. Prices and payment

We operate a UK shop and a US shop. UK customers are charged in pounds sterling (GBP) and US customers in US dollars (USD). The currency and the range of products you see depend on the country selected in the header, and the price shown at checkout is the price you pay.

Prices are shown in pounds sterling (GBP). The price you pay is the price shown at checkout, which confirms any applicable taxes and delivery charges before you pay. Prices may change, but a change will never affect an order we have already accepted.

Payment is taken at the time of order using the methods shown at checkout.

5. How a contract is formed

Your order is an offer to buy. We accept it — and a contract is formed — when we send you an email confirming that your order has been dispatched. If we cannot accept your order (for example because an item is unavailable or we have identified a pricing error) we will tell you and will not charge you, or will refund any payment already taken.

6. Delivery

We deliver to addresses in the United Kingdom and the United States. Stock is held locally in each country, so UK orders ship from our UK warehouse and US orders from our US warehouse; we cannot send a UK item to a US address or a US item to a UK address. Delivery is free in both countries.

Delivery destinations, charges and estimated timescales are set out in our Shipping Policy. Unless we agree otherwise, we will deliver without undue delay and within 30 days of the contract being formed. Risk in the goods passes to you on delivery.

Orders shipped from outside your country may attract import duties or customs charges, which are your responsibility unless the checkout states that they are included.

7. Cancellation, returns and refunds

If you are a consumer you have a legal right to cancel your order within 14 days without giving any reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The cancellation period ends 14 days after the day you (or someone you nominate) receive the goods, or, where an order is delivered in separate instalments, 14 days after you receive the last item.

This statutory right, the limited exceptions to it, our voluntary 30-day returns window, and how to make a return are all explained in our Refund Policy. Nothing in these Terms restricts that statutory right.

8. Your rights if something is wrong

If you are a consumer, we are under a legal duty to supply goods that are as described, fit for purpose and of satisfactory quality. Your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 are not affected by anything in these Terms. In summary, and in addition to your right to cancel above:

  • up to 30 days after delivery you may reject faulty goods and get a full refund;
  • up to six months, if a fault cannot be repaired or replaced, you are entitled to a full refund in most cases;
  • after six months, if the goods cannot be repaired or replaced, you may be entitled to some money back.

Where a manufacturer's guarantee applies, we will pass it through to you. It sits alongside — and does not replace — your legal rights.

If your item arrives damaged or defective, email support@petora.care with photos and your order number and we will arrange a replacement or refund at no cost to you.

9. Intellectual property

All content on the Site — text, logos, images and video — is owned by ISORA Lumen Ltd or its licensors and is protected by copyright and trade mark law. You may not use it without our written permission.

10. Content you submit

If you submit a review, comment or photo, you grant us a non-exclusive, royalty-free licence to use, display and distribute it in connection with the Site and our marketing. You confirm the content is yours to share, and you agree not to submit anything unlawful, defamatory, or infringing on someone else's rights. We may remove content that breaches this clause.

11. Our liability

If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our failure to use reasonable care and skill.

We do not exclude or limit our liability in any way where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for breach of your legal rights in relation to the goods, and under section 2(3) of the Consumer Protection Act 1987.

We are not responsible for loss or damage that is not foreseeable. If you are buying as a business rather than as a consumer, we are not liable to you for loss of profit, loss of business, business interruption or loss of business opportunity, and our total liability to you in connection with an order is limited to the price paid for that order.

12. Events outside our control

We are not liable for delay or failure to perform caused by an event outside our reasonable control. If such an event occurs we will contact you and extend delivery timescales; if the delay is substantial you may cancel the order and receive a refund for goods not delivered.

13. Complaints

If something has gone wrong, email support@petora.care with your order number. We aim to acknowledge complaints within two working days and resolve them within 14 days.

14. Governing law and jurisdiction

These Terms are governed by the law of England and Wales. If you are a consumer, you may bring proceedings in the courts of England and Wales or, if you live elsewhere in the UK, in the courts of the country where you live. Nothing in this clause removes any protection you have under the mandatory consumer law of your country of residence. If you are a consumer in the United States, nothing in these Terms limits any right you have under the consumer protection laws of your state, and you may bring proceedings where the law of your state allows.

15. Changes to these Terms

We may revise these Terms. The version in force at the time you place an order is the version that applies to that order — changes are not applied retrospectively. Changes affecting your use of the Site take effect when published on this page.

16. General

If any provision of these Terms is found to be unenforceable, the remaining provisions continue to apply. Our failure to enforce a right is not a waiver of it. You may not transfer your rights under a contract with us without our written consent.

17. Contact

ISORA Lumen Ltd, trading as Petora

Registered in England & Wales — company number 17190265

Registered office: 128 City Road, London, United Kingdom, EC1V 2NX

Email: support@petora.care