Store Policies & Terms of Service

At Loomio, each companion is made to order with care. Because of the nature of our interactive hardware and hygienic standards, please review our policy carefully before purchasing.

7-Day Defective Item Return & Exchange

We stand by the craftsmanship of our hardware. If your Loomio plush arrives with a manufacturing defect or suffers a functional failure caused by a hardware/software malfunction, you may request a return or exchange within 7 days of the delivery date.

Eligibility Requirements

The issue must be reported within 7 days of receiving the item, as tracked by the carrier delivery confirmation. The defect must be verified as a manufacturing or hardware failure, excluding normal wear and tear, cosmetic preferences, or accidental damage.

Return Shipping Costs

The buyer is responsible for all return shipping costs incurred when sending the defective item back to us. Once we receive and inspect the returned item to confirm the defect, we will ship out a replacement or issue a full refund for the product price at our discretion.

All Other Sales Are Final

Except for the 7-day defective item policy outlined above, all sales are final. We do not accept returns, exchanges, or provide refunds for change of mind, buyer’s remorse, unwanted gifts, subjective preferences regarding AI voice responses or personality styles, misuse, water damage, dropping, unauthorized modifications, or failure to follow proper USB-C charging guidelines.

Refund Before Shipping

You may cancel and receive a 100% full refund at any time before your order has shipped. Once a tracking number has been generated and the package has been handed over to the carrier, the order can no longer be canceled.

Loomio warrants that this hardware product will be free from defects in materials and workmanship under normal consumer use for a period of 90 days from the original date of retail purchase.

What This Warranty Covers

This warranty covers manufacturing defects in the physical plush shell, internal sensors, LED glowing eyes, vibration motor, and charging circuitry.

What This Warranty Does NOT Cover

This warranty does not apply to third-party AI response accuracy, server downtime, Wi-Fi connectivity issues caused by the user’s home network, changes in AI behavior from upstream model updates, accidental damage, drops, crushing, liquids, pet chewing, unauthorized power adapters or charging cables, normal wear, fabric pilling, battery capacity degradation, or unauthorized repairs.

Warranty Remedies

If a hardware defect arises and a valid claim is received within the 90-day Warranty Period, Loomio will, at its option, repair the hardware defect using new or refurbished parts or replace the product with a functionally equivalent new or refurbished unit. The buyer remains responsible for shipping costs associated with sending the device in for warranty evaluation.

Nature of the Product & AI Disclaimers

Companion Gadget, Not Medical Advice: Loomio is an interactive AI companion plush designed for entertainment, lifestyle, and casual companionship. It is not a medical device, therapeutic tool, licensed counselor, or emergency service.

Third-Party AI Services

AI responses, dialogue logic, and conversational capabilities are generated by third-party AI models and cloud services. We do not guarantee uninterrupted, error-free, or perpetually identical AI behaviors. Service availability depends on active Wi-Fi connectivity and third-party server status.

Offline Functionality

When offline, the device retains local touch-reactive behaviors, including vibration, petting reactions, and glowing eyes, but cannot process conversational AI queries.

Privacy & Data Collection

No Camera: Loomio does not contain any cameras, visual recording devices, or optical sensors. Audio & Text Logging: The device listens only when physical push-to-talk activation is engaged. Conversational text and logs are synced to the companion app for user review and can be cleared or deleted by the user at any time in accordance with our Privacy Policy.

Limitation of Liability

To the maximum extent permitted by applicable law, Loomio and its operators shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits or revenues, arising out of or related to your use of the product, application, or services. Our total liability shall not exceed the amount actually paid by you for the product.