Exchanging and Returning

Do you want to exchange or return a product? You can do this easily and quickly:-)

What is the return period?

You can return a product within 14 days after receiving your order. However, all purchases of the offered items are final. You are not entitled to a refund.

How long does it take to get my money back?
Once we have received the products, checked them, and confirmed that they have not been opened, the full amount will be refunded to the original payment method. All customers must contact us after returning the package and provide us with the tracking information so that we can process the refund.
Note: most financial institutions typically take 2 business days to process the refund.

How can I return my order in full or in part?
If you decide to return your products to us within the 14-day return period, we will refund you the full purchase amount within 2 business days after we have received the product. Unfortunately, we cannot reimburse the return shipping costs.

Follow the steps below to return your product:

1. Send us an email at contact@lonon.nl indicating that you want to return your order or part of it.

2. Wait for a response from our customer service to see if we can accept the return shipment. There you will also find the return address (note: this is not the address listed on our website).
If we can accept your return shipment, you must do the following.

3. Pack the product to be returned neatly and securely, preferably in the original packaging. Send the package to the return address you received from our customer service.

4. Send the tracking code to our customer service.

5. Once your package has arrived and been inspected, we will refund you the purchase amount of the returned products via the same payment method you used to pay for the products.

Products that meet one or more of the following criteria cannot be returned:

a. Sealed products. If the seal is broken, these products cannot be returned.
b. Products made by the entrepreneur according to the specifications of the consumer (custom products);
c. Products that are clearly of a personal nature;
d. Products that cannot be returned due to their nature;

Cancelling placed orders:
Our orders are immediately halted during processing, so unfortunately, cancellation is not possible.

Damaged products upon arrival
What a shame! Unfortunately, it can happen that your product gets damaged during transport. If you have received a damaged or incorrect product, please contact us within 14 days after receiving the product. After that, unfortunately, the return period expires.

For the fastest solution, it is best to email us a photo showing the damaged part of the item. The best photos are taken on a flat surface, clearly showing the label and the defect. We use this information to assist you with your order and to prevent mistakes in the future.

In case of defects, you will always receive a new package from us free of charge. Do you want to return the product? We will then refund you the full purchase amount.

If you have questions about damaged products upon arrival, please contact us at info@lonon.nl

Product defects or defects after use
How unfortunate! Unfortunately, it can happen that a manufacturing defect occurs over time. This must be a major mistake. In other words, the part is broken and no longer meets the standards specified by the manufacturer. Wear parts are excluded from manufacturing defects or faults.

If you have questions about manufacturing defects or defects after use, please contact us at info@lonon.nl

Delivery of incorrect products
We do our best to process all orders correctly. Unfortunately, it can happen that an order does not go through and we deliver the wrong product to you. Of course, we will resolve the issue and send you the correct order free of charge.

If you have questions about the delivery of incorrect products, you can contact us at info@lonon.nl

Do I have to pay for the return shipment?
Yes, all customers are responsible for the return shipping costs. The costs can vary from €15 to €28, depending on the location. We advise you to send your return shipment with tracking, as we cannot take responsibility for lost return shipments.

Can I return my product without contacting you?
No. You must contact us before submitting a return shipment. This way, we know exactly which return shipments need to be processed.

My order is damaged, what should I do?
To ensure a quick solution, we ask you to attach a photo showing the poor quality or the damaged part of the item. The best photos are taken on a flat surface, where you can clearly see the product and the defect. We use this information to assist you with your order and to prevent mistakes in the future.

If you have received a damaged or incorrect product, please contact us within 14 days after receiving the product. After that, unfortunately, the return period expires.

If you have any further questions about Lonon or our service, please check our frequently asked questions page or contact us from there.

Contact

✉️ info@lonon.nl
💬 Frequently asked questions

We try to respond to your email within 24 hours.

Opening hours :
Monday - Friday: 08:00 - 18:00
Saturday and Sunday: 10:00 - 16:00

Kind regards,

The Lonon Team