Product returns

The item must be packaged in such a way that:

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

It is recommended to use additional protective packaging (e.g., a box or wrapping 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 proof of purchase. Before returning the item, please contact us so we can agree on the return conditions and choose the most convenient return method:

  •  If you purchased the product electronically (via the online store, by phone or email) – please contact our customer service: [email protected]

Important: Not all products can be returned.

We cannot accept returns of:

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

Hygiene products that cannot be returned under legal regulations: pillows, duvets (especially filled or quilted), sheets, bedding covers, towels, bathrobes, home fragrances and sprays.

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

A refund for an eligible returned product is issued within 14 days of receiving the item. Fees for additional services (e.g., delivery) are not refunded.

If you are unsure whether your product can be returned — contact us and we will be happy to help.

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 a product for another size or model within 14 days of receiving it, if:

  • it is unused,
  • it is in its original, undamaged packaging,
  • it includes all components.

Exchanges do not apply to custom-made or hygiene-related products (e.g., non-standard size mattresses, beds with selected fabrics, pillows, duvets, bathrobes, home fragrances).

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.

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Order and payment Product returns Beds Matresses Delivery Mattress toppers