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 undamaged packaging, and includes all components.

Before returning or exchanging a product, please contact us to arrange the return conditions.

If you purchased the product:

  • In a store – please contact the staff of the store where the item was purchased.
  • Online (via the e-shop, by phone, or by email) – please contact our customer service department at +372 6682261 or by email at [email protected]

Our team will provide you with information about the return process and help you choose the most convenient way to return or exchange the product.

Please note: not all products can be returned – custom-made items (e.g., mattresses, beds with selected fabric) and hygiene products (pillows, duvets, bathrobes, home fragrances, sprays) are non-returnable.

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.

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.

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 Mattress toppers