LONAS PRODUCTS PURCHASE AND SALE TERMS AND CONDITIONS

1.1. Online store – the electronic lonas.lt store, accessible at the address https://www.lonas.lt.

1.2. Customer – a person who purchases goods and services related to them from the Store.

1.3. Seller – UAB "Lonas", legal entity code 156871188, registered office address Ukmergės g. 18, 55101 Jonava, Lithuania, bank account number LT30 7300 0101 1577 6970, phone +370 700 77044, email [email protected], when goods are purchased in the Showroom, Online store or through electronic communication means – by phone or email.

1.4. Store – the Showroom and Online store together.

1.5. Showroom – physical stores of the Seller, UAB "Lonas", operating in the Republic of Lithuania under the LONAS brand.

1.6. Agreement – the purchase and sale agreement of goods concluded between the Seller and the Customer.

1.7. Terms – these LONO products purchase and sale terms.

1.8. Consumer – a Customer who is a natural person, purchasing goods and services from the Store for personal, family, or household needs, unrelated to business, trade, craft, or professional purposes.

2.1. These Terms are a mandatory legal document that establishes the rights and obligations of the Seller and the Customer, the procedure for purchasing goods and related services, payment for them, and their delivery, the parties' responsibility, and other provisions related to the purchase and sale of goods and related services.

2.2. The Customer may only purchase goods and related services after agreeing to and familiarizing themselves with these Terms, which are also published at https://www.lonas.lt/taisykles/, and the Seller's privacy policy, which is published at https://www.lonas.lt/privatumo-politika.html. For convenience, the Customer may additionally familiarize themselves with the Terms not only through the provided links but also by using the QR code in the Showroom. By agreeing to these Terms and the Privacy Policy, the Customer confirms that they have reviewed these documents and undertakes to comply with them. The Customer is also considered to be properly informed about the processing of their personal data and their rights as a data subject.

2.3. All terms of the purchase–sale are presented before concluding the Agreement. Once the Agreement is concluded, it is considered that the Customer has confirmed in writing that they have familiarized themselves with these Terms and the Seller’s privacy policy.

3.1. The agreement between the Client and the Seller is considered concluded when:

3.1.1. When ordering goods in the Salon:

3.1.1.1. The Client pays the full price of the goods immediately, receives the goods, and gets a receipt or another document confirming the payment from the Seller.

3.1.1.2. The Client receives an invoice from the Seller, based on which they pay the full price of the goods or an advance payment specified in the Seller's invoice, when the goods are to be delivered later.

3.1.2. When ordering goods in the E-shop, the Client, following the instructions provided in the E-shop, forms the shopping cart, specifies the delivery address, fills in the required information, confirms their agreement with these Terms and the Seller's privacy policy, selects the payment method, and places the order for goods and related services. The Seller confirms the order by sending the order information and a confirmation message to the Client’s specified email address.

3.1.3. When ordering goods through other electronic communication means (by phone or email), the Client receives an invoice from the Seller by email, based on which they pay the full price of the goods or the advance payment specified in the Seller's invoice.

3.2. The Seller may refuse to confirm the Client's order if the Client fails to fulfill all the conditions for ordering the goods, the Seller does not have the desired goods, or for other reasons. If the Seller refuses to confirm the Client's order, the advance payment made by the Client will be refunded.

3.3. After the Client’s order is confirmed, the Client agrees to pay the full price of the goods and accept the ordered goods and related services.

3.4. The agreement is valid until all obligations under it are fulfilled. The agreement is considered fulfilled when the goods are delivered to the Client according to the procedure established by legal acts and these Terms, and the related services are provided, and the Client fully settles the payment for the delivered goods and provided services.

4.1. The prices of goods and services are indicated in euros (Eur), including value-added tax (VAT).

4.2. The goods are sold to the Client at the prices valid in the Store at the time of order submission.

4.3. Payment for goods can be made in the following ways:

4.3.1. Immediately after submitting the order using electronic banking when ordering goods from the E-store.

4.3.2. By card during the goods delivery or when purchasing goods in the Store.

4.3.3. In cash during the goods delivery or when purchasing goods in the Store.

4.3.4. By bank transfer when purchasing goods in the Store or E-store.

4.4. The Seller may require the Client to pay a deposit for certain goods, the amount of which is specified at the time of order submission or in the Seller's invoice. The remaining amount is paid in accordance with the procedure established in paragraph 4.3 of these Rules. When a deposit is mandatory, the order is processed and the Contract is considered concluded only after the deposit is paid (except when the Client pays the full price of the goods). The deposit is mandatory:

4.4.1. When placing an order in the Store, the deposit amount is 20% (twenty percent) of the order value, unless the Seller requires a higher deposit.

4.4.2. When placing an order using electronic communication means, where the deposit is indicated at the time of order submission or in the Seller's invoice.

4.5. If the Client does not pay the deposit within the specified time, it is considered that the Client has canceled the Contract.

4.6. The Seller retains ownership rights to the goods until full payment is made for them and the goods are received or handed over to the Client’s chosen carrier if the Client arranges the delivery of the goods themselves. The risk of accidental loss or damage of the goods passes to the Client from the moment the goods are delivered to them or handed over to the Client's chosen carrier if the Client arranges the delivery.

4.7. If the Seller identifies a pricing error in the Store or in the invoice provided to the Client, they must inform the Client without delay if the Client placed an order according to the incorrect price. In this case, the Client has the right to cancel the order within 5 (five) days from the receipt of the Seller's notification about the pricing error or to reconfirm the order at the correct price. If the Client refuses to reconfirm the order at the correct price, it is considered that the Client has canceled the Contract, and the Seller will return the corresponding amounts paid by the Client within 14 (fourteen) days.

4.8. Some of the additional service fees applied by the Seller can be reviewed at the following address: https://www.lonas.lt/pristatymas/#page-14.

5.1. Goods are delivered only in Lithuania, Latvia, and Estonia (only in the mainland of Estonia and the Estonian islands of Muhu and Saaremaa). The delivery of goods to Latvia and Estonia must be coordinated separately between the Customer and the Seller in all cases.

5.2. The delivery service for goods in Lithuania, excluding the Curonian Spit, is free if the total order amount is 200.00 € (two hundred euros) or more.

5.3. The delivery service for goods, except for the case specified in Clause 5.2, is chargeable and amounts to:

5.3.1. 5.00 € (five euros) in Lithuania, excluding the Curonian Spit, when the total order amount is less than 200.00 € (two hundred euros).

5.3.2. 70.00 € (seventy euros) for the Curonian Spit.

5.3.3. 50.00 € (fifty euros) in Latvia and mainland Estonia, when the total order amount is 200.00 € (two hundred euros) or more.

5.3.4. 55.00 € (fifty-five euros) in Latvia and mainland Estonia, when the total order amount is less than 200.00 € (two hundred euros).

5.3.5. 120.00 € (one hundred twenty euros) in the Estonian islands of Muhu and Saaremaa.

5.4. A single order can only be delivered to one delivery address.

5.5. Delivery of goods may take up to 33 (thirty-three) business days from the date of the conclusion of the Contract.

5.6. The approximate delivery date is chosen by the Customer at the time of placing the order, according to the available delivery dates provided by the Seller. The Seller may delay the delivery date due to objective reasons (production capacity, high number of deliveries, etc.), while adhering to the deadlines set in Clause 5.5 and informing the Customer in advance.

5.7. To select a specific delivery time, an additional fee of 15.00 € (fifteen euros) applies.

5.8. Before delivering the goods, the Seller or its authorized representative will contact the Customer and provide delivery details. The goods will be delivered to the Customer at the delivery address provided during the order.

5.9. The delivery service includes the delivery of goods with carrying them to the doorstep of the apartment or house, and takes place between 8:00 AM and 8:00 PM. Carrying the goods through residential premises is free of charge.

5.10. Upon delivery of the goods to the address specified by the Customer, it is considered that the goods have been handed over to the Customer, regardless of whether the goods are actually received by the Customer or any other person who accepts the goods at the specified address. If the Customer is unable to accept the goods, and the goods are delivered to the specified address, the Customer has no right to make claims to the Seller regarding the delivery to the wrong person. If the goods are not delivered on the scheduled delivery day, the Customer must inform the Seller about it no later than the day after the scheduled delivery date.

5.11. If the Customer or their representative is not at the delivery location at the time of delivery, the goods are considered undelivered due to the Customer’s fault, and in this case, the Customer must pay for the re-delivery at a new agreed time, and the money paid for the first delivery is non-refundable. In case of failure to deliver at the agreed time due to the Customer's fault, the second delivery will always be chargeable, according to the rates set in Clauses 5.3.2–5.3.5, and in Lithuania, excluding the Curonian Spit, it will cost 15.00 € (fifteen euros).

5.12. Upon delivery of the goods or before their delivery, the Seller or its authorized representative will provide the Customer with an invoice. If the Customer accepts the goods and does not raise any claims, it is considered that the goods, together with the product instructions and warranty certificates, have been properly handed over by the Seller, meet the quantity, quality, and assortment requirements (including the correct model, size, color, and packaging), and have been accepted by the Customer. The Customer may only receive an electronic invoice at the email address provided during the order, and instead of signing the invoice, the Seller or its authorized representative may ask the Customer to confirm the acceptance of the goods using a PIN code, which was sent to them via SMS before the delivery – this is equivalent to signing the invoice.

5.13. Before accepting the goods and signing the invoice, the Customer must check the quantity, quality, and assortment of the goods together with the Seller or its authorized representative. If only the packaging is damaged, the Customer must inform the Seller in writing. In this case, it is considered that the goods were delivered in damaged packaging, but the quantity, quality, and assortment of the goods meet the conditions of the Contract, and the delivery has been carried out properly.

5.14. If there is a discrepancy in the quality and/or assortment of the goods, the Customer cannot accept the goods that do not meet the quality and/or assortment standards, unless the defects can be corrected without changing the entire product. The Customer must inform the Seller about the refusal to accept the product and the defects found by calling +370 700 77044 or emailing [email protected].

5.15. When purchasing a bed, it will be delivered and assembled by the Seller or its authorized representative in Lithuania, Latvia, and Estonia. Bed assembly at the Customer's home is free of charge. If the Customer does not raise any claims through the contact information in Clause 5.14, it is considered that the bed has been properly assembled.

5.16. The Customer is responsible for ensuring suitable conditions for the delivery of the bed and related items to the location where the bed will be assembled and ensuring the space is ready for the assembly. The entryway for bed delivery needs to be at least 200 cm high and 75 cm wide.

5.17. Lifting to a height of 100 cm or higher is not possible. The goods are unloaded at one location and only carried through the door. All goods must be lifted by elevator if one is available in the building. If temporary stairs are installed along the delivery path, they must meet the occupational safety requirements.

5.18. If the conditions for delivering the bed do not meet the requirements specified in Clauses 5.16 and 5.17, the Seller or its authorized representative has the right to refuse to continue the delivery of the bed or mattress and, if the Customer agrees, leave the bed at the delivery location. In this case, it is considered that the goods have been delivered, but the assembly will not be carried out and can be resumed if the Customer ensures the delivery of the bed to the assembly location, at a time agreed with the Seller or its authorized representative, for an additional fee, based on the rates specified in Clauses 5.3.2–5.3.5, and in Lithuania, excluding the Curonian Spit, it will cost 15.00 € (fifteen euros).

5.19. Minor defects of the bed will be repaired on-site.

5.20. In case of significant circumstances, where it is impossible to manufacture and/or deliver the product ordered by the Customer, the Seller is obligated to offer the Customer a similar product or a new delivery date. If the Customer refuses to accept a similar product or agree to the new delivery date, unless the maximum delivery period established in the Terms is violated, the Seller is obligated to refund the money paid by the Customer within 14 (fourteen) days.

6.1. The Consumer has the right to withdraw from the contract made via electronic means (E-shop, phone, email) without providing a reason, until the delivery of the goods, as well as within 14 (fourteen) days (i) from the day of receipt (delivery) of the goods or (ii) if the Consumer ordered more than one item in a single order and the goods are delivered separately, from the day of receipt (delivery) of the last item, or (iii) if the goods are delivered in separate batches or parts, from the day of receipt of the last batch or part, except for the sale–purchase agreements which, according to the law, cannot be withdrawn. The Consumer can withdraw from the contract made via electronic means by sending a filled sample withdrawal form of the contract (Appendix No. 1) or a free-form notice about withdrawal from the contract, in which the Consumer's intention to withdraw from the contract is clear, to the Seller via email at [email protected]. When withdrawing from the contract, the Consumer must also provide the purchase documents (invoice, payment card statement, payment terminal receipt, etc.) by attaching a copy of them to the email notice of withdrawal from the contract.

6.2. When the Consumer submits the withdrawal notice electronically, the goods must be sent to the Seller no later than within the withdrawal period stipulated in Clause 6.1 of these Terms and Conditions, with prior agreement on the delivery time with the Seller. The Consumer is responsible for properly packaging the goods for return. The direct cost of returning the goods is borne by the Consumer, unless otherwise specified by the Seller.

6.3. Money for the returned goods, including the shipping costs paid by the Consumer, will be refunded via bank transfer to the account from which the payment was made, and if the payment was not made via bank transfer – to the account specified by the Consumer in the withdrawal notice, no later than within 14 (fourteen) days from the day the Seller received the Consumer's notice of withdrawal, or if the goods were delivered to the Consumer – from the day the goods are returned to the Seller.

6.4. The Consumer may exercise the right to withdraw from the contract only if the conditions specified in Clauses 7.3.1–7.3.3 of these Terms and Conditions are met.

6.5. The Consumer also has the right to cancel the order made in the store within 3 (three) days of placing the order, if the goods need to be manufactured and have not yet been handed over to the Consumer. The order cancellation is done at the store where the order was placed. If the order is canceled, the paid advance is refunded within 14 (fourteen) days.

7.1. In cases other than contract withdrawal, the Consumer may exchange or return the product if they do not like its shape, size, color, model, or completeness, in accordance with the Rules and legal regulations.

7.2. Some quality goods, such as furniture, bedding, perfumes, cosmetics, and toiletry products, cannot be exchanged or returned. The list of such goods is specified in legal regulations. Products that were manufactured according to the Consumer’s specifications or customized to individual Consumer needs (e.g., non-standard dimensions, cover color, bed with selected fabric, etc.), as well as those whose exchange or return is not provided for by legal regulations or is only possible with the Seller’s consent, cannot be exchanged or returned unless the Seller states otherwise.

7.3. When exchanging or returning quality goods, the Consumer must comply with the following requirements:

7.3.1. The returned product must be in its original, undamaged packaging.

7.3.2. The returned product must be unused, unopened (except for hygiene product packaging, where opening without tearing is necessary for inspection), retain its commercial appearance, preserve its consumer properties, and be undamaged.

7.3.3. The returned product must be in full and original packaging (including gifts and accessories) as received by the Consumer.

7.3.4. The exchanged or returned product must be accompanied by purchase confirmation documents (invoice, bank statement, payment terminal receipt, etc.) and a return form completed by the Lonas representative at the time of exchange or return.

7.3.5. The product must not be listed among non-exchangeable or non-returnable items as specified in section 7.2 of these Rules.

7.4. The Seller does not accept goods that do not meet the requirements specified in 7.3 of these Rules and 7.2, nor does it refund the Consumer for such products.

7.5. By exchanging or returning a quality product, the Consumer agrees that the exchanged or returned product will be re-evaluated by the Seller’s representatives. At the Seller’s request, the Consumer must allow the product to be inspected at the delivery location or another place where it is located. If the product does not meet the requirements set out in these Rules, it will be returned to the Consumer. In such a case, the Seller must immediately contact the Consumer via the provided contact details regarding the method of returning the product. If the exchanged or returned product does not meet the requirements set out in these Rules, and the Consumer refuses to accept the returned product or if the product cannot be returned to the Consumer due to reasons beyond the Seller’s control, the Seller will store the product for no more than 30 (thirty) calendar days from the last attempt to contact the Consumer about the return.

7.6. Money for the returned product, which meets the requirements of section 7.3, will be refunded within 14 (fourteen) days from the date the product is returned to the Seller.

7.7. When exchanging or returning a product, money paid for additional services (e.g., delivery fee, redelivery fee, etc.) is not refunded.

7.8. Before exchanging or returning a product, the Consumer must contact the staff of the store where the product was purchased or, if the product was purchased via electronic means (E-store, phone, or email), by phone at +370 700 77044 or via email at [email protected] to arrange the exchange or return conditions.

8.1. The mattresses of the Trispalvė collection (Tyla®, Tyla® Plius, Harmonija®, Harmonija® Plius, Mūza®, Mūza® Plius) are subject to a 30-night trial period, during which the purchased quality mattress can be exchanged for any other mattress from the Trispalvė collection once. The 30-night trial period starts from the date of receipt of the product.

8.2. The Customer cannot use the right established in clause 8.1 of the Rules if the respective mattress is made according to the specifications provided by the Customer or was manufactured to meet the Customer's individual needs (non-standard dimensions, cover, color, etc.), or if the respective mattress was purchased from an exhibition or at a reduced price with defects that were previously disclosed to the Customer and do not prevent the mattress from being used for its intended purpose. Standard size mattresses and their covers can be found at https://www.lonas.lt/.

8.3. In the event that the price of the exchanged product increases during the trial period or the product is exchanged for a more expensive one, the Customer must pay the price difference.

8.4. Before exchanging the product, the Customer contacts the staff of the Salon where the product was purchased or, if the product was purchased via electronic communication means (E-store, phone, or email), by calling +370 700 77044 or emailing [email protected] to arrange the exchange conditions.

8.5. Before exchanging the product, the Seller has the right to evaluate it in accordance with the procedure set forth in clause 7.5 of the Rules.

9.1. The items in the e-store may differ in color, shape, or other parameters from their actual appearance due to the characteristics of the Client's display or other electronic devices.

9.2. If a defective product is purchased, the Client has the rights established by legal acts.

9.3. During the warranty period, the Client may request the free rectification of defects, the replacement of the defective product with an identical or other quality product, a price reduction, or a refund. The Client does not have the right to terminate the Agreement if the defect is minor. If the Client wishes to exchange the defective product for a new, more expensive product, the Client must pay the price difference.

9.4. When replacing a product, delivery must be completed no later than 30 (thirty) calendar days, or if the product needs to be manufactured, within 33 (thirty-three) working days from the date the Client's order is accepted.

9.5. Before returning a defective product, the Client must contact by phone at +370 700 77044 or by email at [email protected] to agree on the return conditions.

9.6. Before replacing a product, the Seller has the right to inspect it in accordance with the procedure established in clause 7.5 of the Rules.

10.1. Products are provided with a 24 (twenty-four) month warranty, unless the Seller specifies otherwise.

10.2. The commercial warranty period, its terms of application, and the general warranty service conditions are specified at https://www.lonas.lt/general-product-warranty, or in another separate document (Warranty Sheet) provided with the product. The warranty period starts from the date the product is delivered or handed over to the Customer if they collect it themselves.

10.3. If the product warranty is used, the warranty period for that product does not restart—the original warranty period remains valid from the initial delivery or handover date. The period during which the Customer could not use the item due to defects is not added to the warranty term.

10.4. Product usage recommendations are provided with the product. Usage recommendations for some products can also be found at: https://www.lonas.lt/general-product-warranty.

10.5. The Seller has explained, and the Customer understands, that a new mattress or furniture, like all new items (e.g., shoes), may have a specific odor due to the use of new materials such as polyurethane, latex, fabrics, etc. This is harmless to human health and will disappear over time.

11.1 To obtain advice, the Customer may contact the Seller by email at [email protected], telephone number +370 700 77044.

11.2. All notices and complaints may be submitted by e-mail to [email protected], by telephone to +370 700 77044 or by post to Ukmergės st. 18, Jonava 55101, Lithuania. The Seller shall be entitled to process complaints within 30 (thirty) days from the date of their receipt, unless different time limits are set by the legislation of the Republic of Lithuania. In complex cases, this time limit may be extended by an additional 15 (fifteen) days. Responses to complaints shall be provided to the Customer by e-mail or by telephone, or at the address indicated by the Customer.

11.3.The Consumer shall have the right to address a complaint or a request regarding the goods purchased at the Shop to the State Consumer Rights Protection Service, Vilniaus g. 25, 01402 Vilnius, tel. [email protected], website https://vvtat.lt, or contact the European Consumer Centre, Vilniaus g. 25, 01402 Vilnius, tel. +370 5 265 03 68, email [email protected], website https://www.ecc.lt/lt/.

12.1. The Customer is fully responsible for the accuracy of the information provided when placing the order. If the Customer provides incorrect information when ordering goods, the Seller is not responsible for any consequences arising from this. The Seller is also exempt from any liability in cases where losses occur due to the Customer’s failure to familiarize themselves with the Terms and Conditions and/or the Contract, despite being given the opportunity, and disregarding the Seller’s recommendations and obligations.

12.2. If the E-shop contains links to other persons' websites, the Seller does not guarantee that the information that can be viewed by visiting these websites is accurate, complete, or reliable. Third parties are responsible for the content, accuracy, completeness, and reliability of the information they provide.

12.3. The Seller is not responsible for the non-performance and/or late delivery of goods if this is due to the fault of third parties or circumstances that the Seller could not control or reasonably foresee at the time the Contract was concluded and could not prevent the occurrence of these circumstances or their consequences. If these circumstances last more than 30 (thirty) days, the parties may mutually agree to terminate the Contract.

12.4. In case of damage, the responsible party must compensate the other party for the direct losses incurred.

12.5. If the order is not delivered on time, the Customer may request that the Seller pay a late fee of 0.05% of the order value for each day of delay, starting from the last possible delivery day, as indicated in Clause 5.5 of the Terms and Conditions.

12.6. If the remaining price of goods is not paid within the specified terms or if the Customer unjustifiably refuses or avoids accepting the goods, the Seller has the right to withhold fulfilling their obligations and not deliver the goods for the period that the Customer delayed the payment, and the Customer must additionally compensate the Seller for the costs of storing the goods, calculated at 1.00 € (one euro) for each calendar day of storage from the established delivery date, and pay a late fee of 0.05% of the order value for each delayed working day.

12.7. The Customer may postpone the delivery date of the goods free of charge up to two months from the original agreed delivery date only if they have not yet received an SMS notification about the scheduled delivery on the phone number provided in the order. In other cases, if the Customer wishes to postpone the delivery date and the Seller agrees, a storage fee will be applied, calculated at 1.00 € (one euro) for each calendar day of storage from the last agreed delivery date.

13.1. The contract is governed by the laws of the Republic of Lithuania.

13.2. The Seller may transfer its rights and obligations arising from the Agreement to third parties at any time, except in cases where this may reduce the guarantees provided to the Consumer, without the Client's consent and without prior notification to the Client.

13.3. The Seller has the right to unilaterally amend these Terms and Conditions without prior notice to the Client and without separate consent from the Client. The Terms and Conditions in effect at the time of the conclusion of the specific order shall apply to that order.

13.4. Any disputes arising from the execution of the Agreement shall be resolved through negotiations. If the parties do not resolve the dispute through negotiations within 15 (fifteen) days, the dispute will be resolved in accordance with the laws of the Republic of Lithuania.