Return and Refund Policy

Last Updated: 23 March, 2026

At Lonaw, your satisfaction is our priority. This Return & Refund Policy explains when and how you can return a product, who covers return shipping costs, and how refunds or exchanges are handled.

Eligibility for Returns

Returns are accepted within 30 calendar days from the date of delivery.
Items must be new, unused, and in original condition, including original packaging.

Non-Returnable Items

Items damaged due to misuse, improper handling, or normal wear after delivery.
Items returned after the 30-day window

How to Request a Return

To request a return, please contact us within 30 days of receiving your order at: contact@lonaw.com

Please include the following information:

Your order number
The reason for the return
Clear photos (required if the item is damaged, defective, or incorrect)

Response Time: We aim to reply promptly during support hours Monday – Friday, 9:00 AM – 6:00 PM (GMT+00:00).

Return Shipping Responsibility (Important)

Free Return Shipping (We Pay):

Lonaw covers the return shipping cost for:

Damaged Items - If your order arrives with visible damage
Defective Items - If the order has manufacturing defects
Incorrect Items - If you received the wrong product or wrong color

For these cases:

We will provide a prepaid return shipping label
Or arrange a pickup at no cost to you
Simply follow the return instructions we provide

Paid Return Shipping (Customer Pays)

Customers are responsible for arranging and paying for return shipping for:

Change of Mind - If you simply changed your mind about the purchase
Personal Preference - If the order doesn't match your décor or expectations
Fit/Style Issues - If you're not satisfied with the product

For these cases:

We will provide the return address and guidance
You arrange and pay for return shipping to our returns address

This is clearly stated at checkout and in our shipping policy.

Return Address: Lonaw, 45 High St, Amersham HP7 0DP, United Kingdom

Important: Please keep your tracking number as proof of return.

Damaged or Incorrect Orders

If your item arrives damaged, defective, or incorrect:

Notify us immediately within 30 calendar days of delivery
Inspect your package upon arrival
Provide clear photos of the damage or issue
Contact: contact@lonaw.com

What happens next:

We will open a claim with the shipping carrier
Once verified, we will either:
Send a replacement at no cost to you
Issue a full refund for the product
We cover return shipping for verified damage/defects

Refunds

Timeline:

Return Inspection – Once we receive your returned item, we will inspect it (typically 1–2 business days)
Approval/Rejection – We will send you an email notification
Refund Processing – If approved, your refund will be processed within 2–5 business days
Credit Applied – A credit will automatically be applied to your original payment method. Processing times may vary depending on your bank or payment provider.

What is refunded:

Full product price
Return shipping cost

What is NOT refunded:

Customer-paid return shipping (for change of mind returns)

Exchanges

Exchanges are offered only for items that are:

Damaged
Defective
Incorrect

Please contact us within 30 calendar days of delivery to arrange a replacement. Eligible exchanges include free return shipping and either a replacement or a full refund after verification.

Exchanges are not available for change-of-mind or personal preference returns.