Product returns

The item must be packed in such a way that:

  • its original packaging is not damaged;
  • the product itself remains undamaged and clean;
  • it is protected from moisture or mechanical damage during transportation.

It is recommended to use additional protective packaging (e.g., a box or film).

Return costs are covered by the buyer, except in cases where the returned item is defective, damaged, or incorrectly delivered – in such cases, the costs are covered by the seller.

You can return or exchange a product within 14 days of receiving it, provided it is unused, in its original and undamaged packaging, retains its commercial appearance, and includes all components. You must also have the purchase document.

Before returning the product, please contact us to agree on the return conditions and choose the most convenient return method:

1. If you purchased the product in a physical store – contact the same store where you bought it.

2. If you purchased the product electronically (via the online shop, by phone, or email) – contact our customer service team at [email protected]

Important: Not all products can be returned.

We cannot accept returns of:

Custom-made products (e.g., mattresses, beds with a selected fabric, non-standard dimensions).

Hygiene products that, according to law, cannot be returned: pillows, duvets (especially filled or quilted), fitted sheets, bedding sets, towels, bathrobes, home fragrances, and sprays.

Other non-returnable items specified by law, such as furniture, poufs, lamps.

The money for a returned product that meets the return conditions will be refunded within 14 days from the date we receive the product. Fees for additional services (e.g., delivery) are not refundable. If you are unsure whether your product can be returned, please contact us — we will be happy to help.

Yes, you can exchange for a different size within 14 days of purchase from the e-shop, provided the item is unused and in its original, undamaged packaging.

Not all items can be returned:

  • Products made to individual order (e.g., mattresses or toppers with non-standard dimensions, beds with chosen fabric);
  • Hygiene products such as pillows, duvets, bathrobes, home fragrances, and sprays.

These items cannot be returned even if the packaging is original and unopened, due to hygiene and health protection regulations.

Learn more about product returns here.

Yes. The customer has the right to withdraw from the purchase agreement within 14 days of receiving the product without giving any reason.

The product must be:

  • unused;
  • in its original, undamaged packaging;
  • with all components included.

Please note: not all products can be returned (see the next question) or review the return policy here.

We do everything possible to ensure that every LONAS product reaches you in perfect condition.

Such cases are very rare, but if you notice that the product arrived damaged, please:

  • Document the damage – take clear photos of the damaged item and packaging.
  • Contact our team – send an mail to [email protected] or call us at +370 700 77044.
  • In your message, please include your order number and attach the photos.

We will handle the situation promptly and make sure you are satisfied with the outcome.

Other topics

Order and payment Product returns Beds Matresses Delivery Toppers