Cancelation Policy


1. About This Policy

This Cancellation Policy explains how customers can cancel an order placed on our website and the conditions that apply to cancellations, returns, and refunds. It applies to purchases made directly through our online store by consumers.

2. Cancelling or Changing Your Order (Before Shipment)

If you wish to cancel or change your order, please contact us as soon as possible and include your order number.

In most cases, orders can only be cancelled or modified before they are processed or shipped. Once an order has been prepared for dispatch, cancellation may no longer be possible, and you may need to follow our Returns & Refunds Policy after delivery.

3. Your Legal Right to Cancel (Distance Selling)

If you are a consumer in the United Kingdom or European Union, you may have a legal right to cancel your online purchase within 14 days from the day you receive your goods, without giving any reason, subject to certain exceptions. These exceptions may include bespoke or clearly personalised items, or goods that are likely to deteriorate quickly.

To exercise this right, you must inform us of your decision to cancel within the 14-day period using a clear written statement, such as by email.

If you cancel under this legal right, you must return the goods within 14 days of notifying us. You are responsible for taking reasonable care of the items while they are in your possession. We may reduce your refund if the value of the goods has been diminished due to handling beyond what is necessary to check their nature, characteristics, and functioning.

4. How to Request a Cancellation

To request a cancellation, please:

  • Email contact@lonaw.com with your name and order number

  • For legal 14-day cancellations, no reason is required, but providing one may help us process your request

You may also use the contact form on our website or any cancellation method provided with your order confirmation.

We will confirm receipt of your request and advise whether the order can be cancelled before shipment or must be handled as a return after delivery.

5. Refunds for Cancelled Orders

If your order is cancelled before shipment and the cancellation is confirmed, we will refund all payments received for that order. This includes standard delivery charges where required by law.

Refunds are issued to the original payment method as soon as reasonably possible and no later than 14 days from:

  • the day we receive the returned goods, or

  • the day you provide evidence that the goods have been sent back, where applicable.

If you cancel under your 14-day legal right after delivery, we may reduce the refund to reflect any loss in value caused by unnecessary handling. Any additional delivery charges (such as express shipping) may not be refundable unless required by law.

6. When We May Cancel Your Order

We may cancel an order, in whole or in part, if:

  • the product is out of stock or no longer available;

  • there is a pricing or product description error;

  • payment cannot be authorised;

  • we suspect misuse, fraud, or a breach of our terms.

If we cancel your order, we will notify you as soon as possible and refund any amounts paid for the affected items to your original payment method.