LONAS PRODUCTS PURCHASE AND SALE TERMS AND CONDITIONS

1.1. Online store – the electronic lonas.lv store, accessible at the address https://www.lonas.lv.

1.2. Customer – a person who purchases goods and services related to them from the Store.

1.3. Seller – UAB "Lonas", legal entity code 156871188, registered office address Ukmergės g. 18, 55101 Jonava, Lithuania, bank account number LT30 7300 0101 1577 6970, phone +370 700 77044, email info@lonas.lt, when goods are purchased in the Showroom, Online store or through electronic communication means – by phone or email.

1.4. Store – the Showroom and Online store together.

1.5. Showroom – physical stores (brand showrooms) of the Seller SIA "Lonas Latvija" operating in the Republic of Latvia under the LONAS brand

1.6. Agreement – the purchase and sale agreement of goods concluded between the Seller and the Customer.

1.7. Terms – these LONAS products purchase and sale terms.

1.8. Consumer – a Customer who is a natural person, purchasing goods and services from the Store for personal, family, or household needs, unrelated to business, trade, craft, or professional purposes.

2.1. These Terms and Conditions are a binding legal document that defines the rights and obligations of the Seller and the Buyer, the procedure for purchasing, paying for, and delivering Goods and related services, the responsibilities of the Parties, and other provisions related to the purchase and sale of Goods and related services.

2.2. The Buyer may purchase Goods and related services only after agreeing to and familiarizing themselves with these Terms and Conditions, which are also available at https://www.lonas.lv/lv/lonas-precu-pirksanas-pardosanas-noteikumi, and the Seller’s Privacy Policy, available at https://www.lonas.lv/privatuma-politika.html. For convenience, the Customer can also access the Terms and Conditions by scanning the QR code placed in the Showrooms. By accepting these Terms and the Privacy Policy, the Customer confirms that they have read these documents and agree to comply with them. It is also considered that the Customer has been properly informed about the processing of their personal data and their rights as a data subject.

2.3. The Buyer is informed of all terms and conditions of purchase and sale before the conclusion of the Agreement. After the Agreement is concluded, it is considered that the Customer has reviewed these Terms and Conditions and the Seller’s Privacy Policy in written form.

3.1. The agreement between the Client and the Seller is considered concluded when:

3.1.1. When ordering goods in the Salon:

3.1.1.1. The Client pays the full price of the goods immediately, receives the goods, and gets a receipt or another document confirming the payment from the Seller.

3.1.1.2. The Client receives an invoice from the Seller, based on which they pay the full price of the goods or an advance payment specified in the Seller's invoice, when the goods are to be delivered later.

3.1.2. When ordering goods in the E-shop, the Client, following the instructions provided in the E-shop, forms the shopping cart, specifies the delivery address, fills in the required information, confirms their agreement with these Terms and the Seller's privacy policy, selects the payment method, and places the order for goods and related services. The Seller confirms the order by sending the order information and a confirmation message to the Client’s specified email address.

3.1.3. When ordering goods through other electronic communication means (by phone or email), the Client receives an invoice from the Seller by email, based on which they pay the full price of the goods or the advance payment specified in the Seller's invoice.

3.2. The Seller may refuse to confirm the Client's order if the Client fails to fulfill all the conditions for ordering the goods, the Seller does not have the desired goods, or for other reasons. If the Seller refuses to confirm the Client's order, the advance payment made by the Client will be refunded.

3.3. After the Client’s order is confirmed, the Client agrees to pay the full price of the goods and accept the ordered goods and related services.

3.4. The agreement is valid until all obligations under it are fulfilled. The agreement is considered fulfilled when the goods are delivered to the Client according to the procedure established by legal acts and these Terms, and the related services are provided, and the Client fully settles the payment for the delivered goods and provided services.

4.1. The prices of goods and services are indicated in euros (EUR), including value-added tax (VAT).

4.2. Goods are sold to the Customer at the prices valid in the Store at the time the order is placed.

4.3. Payment for goods can be made:

4.3.1. immediately after placing the order, using internet banking, when ordering goods in the E-store.

4.3.2. by non-cash payment at the time of delivery or purchase, when buying goods in the Showroom.

4.3.3. in cash at the time of delivery or purchase, when buying goods in the Showroom.

4.3.4. by bank transfer, when purchasing goods in the Showroom or the E-store.

4.4. The Seller may require the Customer to pay an advance for certain Goods, the amount of which is specified at the time the order is submitted or in the Seller’s invoice. The remaining amount must be paid according to the procedure specified in Clause 4.3 of the Terms. If an advance payment is required, the order will be processed, and the Agreement will be considered concluded only after the advance payment has been received (unless the Customer pays the full price of the Goods). An advance payment is mandatory in the following cases:

4.4.1. when placing an order in the Showroom, the minimum advance payment is 20% (twenty percent) of the order value, unless the Seller requires a larger advance.

4.4.2. when placing an order electronically, if an advance payment is specified at the time of order submission or in the Seller’s invoice.

4.5. If the Customer does not make the advance payment within the specified time, it is considered as a withdrawal from the Agreement by the Customer.

4.6. The Seller retains ownership of the Goods until full payment has been made and the Goods have been received by the Customer or handed over to a carrier chosen by the Customer if the Customer arranges transportation. In the event of accidental loss or damage to the Goods, the risk passes to the Buyer at the moment the Goods are delivered to the Buyer or handed over to a carrier selected by the Buyer, if the Buyer organizes the transportation.

4.7. If the Seller discovers a pricing error in the Store or in the invoice provided to the Customer, the Seller will immediately inform the Customer if an order was placed based on the incorrect price. In such a case, the Customer has the right to cancel the order or reconfirm the order at the correct price within 5 (five) days of receiving the Seller’s notice about the pricing error. If the Customer refuses to reconfirm the order at the correct price, it is considered a withdrawal from the Agreement, and the Seller will refund the amount paid by the Customer for the respective order within 14 (fourteen) days.

4.8. A list of some additional paid services offered by the Seller is available on the website: https://www.lonas.lv/Piegade/.

5.1. Goods are delivered only in Lithuania, Latvia, and Estonia (only mainland Estonia and the Estonian islands of Muhu and Saaremaa). Delivery to Lithuania and Estonia must always be agreed separately between the Buyer and the Seller.

5.2. Delivery service in Latvia is free of charge if the total order amount is €200.00 (two hundred euros) or more.

5.3. Except in the cases specified in Clause 5.2, the delivery service is paid and includes:

5.3.1. €5.00 (five euros) in Latvia if the total order amount is less than €200.00 (two hundred euros).

5.3.2. €50.00 (fifty euros) in Lithuania, excluding the Curonian Spit, and Estonia, excluding the islands of Muhu and Saaremaa, if the total order amount is €200.00 (two hundred euros) or more.

5.3.3. €55.00 (fifty-five euros) in Lithuania, excluding the Curonian Spit, and Estonia, excluding the islands of Muhu and Saaremaa, if the total order amount does not exceed €200.00 (two hundred euros).

5.3.4. €120.00 (one hundred twenty euros) in Lithuania's Curonian Spit and on Estonia's Muhu and Saaremaa islands.

5.4. Only one delivery address is allowed per order.

5.5. Delivery of goods may take up to 33 (thirty-three) working days from the date of conclusion of the Agreement.

5.6. At the time of placing the order, the Buyer selects a provisional delivery date based on the available delivery dates provided by the Seller. For objective reasons (e.g., production capacity, high delivery volume, etc.), the Seller may postpone the delivery date within the timeframe specified in Clause 5.5, informing the Buyer in advance.

5.7. If you wish to choose a specific delivery time, an additional fee of €15.00 (fifteen euros) applies.

5.8. Before delivery, the Seller or an authorized representative will contact the Buyer to provide delivery details. Goods will be delivered to the address specified in the Customer’s order.

5.9. Delivery includes bringing the goods to the apartment or house door and takes place between 08:00 and 20:00. Carrying goods inside the living space is free of charge.

5.10. After delivery to the address specified by the Buyer, the goods are considered delivered, regardless of whether the Buyer or another person receives them at that address. If the Customer is unable to personally receive the goods and they are delivered to the specified address, the Customer has no right to make claims regarding delivery to the wrong person. If the goods are not delivered on the specified day, the Buyer must inform the Seller no later than the next day after the scheduled delivery date.

5.11. If the Buyer or their representative is not present at the delivery location at the agreed time, the goods are considered undelivered due to the Buyer’s fault. In such case, the Buyer must pay for redelivery at a newly agreed time, and the fee paid for the first delivery will not be refunded. If delivery fails due to the Customer’s fault, redelivery will always be charged according to the fees set out in Clauses 5.3.2 to 5.3.4. In Latvia, this fee is €15.00 (fifteen euros).

5.12. At or before the time of delivery, the Seller or its authorized representative issues two copies of the invoice for the goods, one of which is signed and returned by the Buyer. Once the Buyer signs the invoice without comments, it is considered that the Seller has properly delivered the goods along with product information and warranty, and that the goods were delivered in the correct quantity, quality, and assortment (including model, size, color, undamaged, and properly packaged). The Buyer may also receive an electronic invoice at the email address provided in the order, and instead of a physical signature, the Seller or its representative may ask the Buyer to confirm receipt via a PIN code sent by SMS, which is treated as equivalent to a signed invoice.

5.13. Before accepting the goods and signing the invoice, the Buyer and Seller or its representative inspect the quantity, quality, and assortment of the goods. If only the packaging is damaged, the Buyer must inform the Seller in writing. In such a case, the goods are considered delivered with damaged packaging, but the quantity, quality, and assortment are deemed compliant with the Agreement.

5.14. In case of non-compliance with the quality and/or assortment of the goods, the Customer may refuse to accept the goods, except where the defect can be corrected without replacing the product. The Buyer must notify the Seller of the refusal and identified issues by phone at +371 67 660 111 or by email at info@lonas.lv.

5.15. When ordering a bed, it will be delivered and assembled by the Seller or an authorized representative throughout Lithuania, Latvia, and Estonia. Bed assembly at the Buyer’s home is free of charge. If the Customer does not submit any complaints using the contacts in Clause 5.14, the bed is considered properly assembled.

5.16. The Customer is responsible for ensuring that the bed and related products can be brought to the assembly location and that the space is prepared. A minimum entrance of 200 cm in height and 75 cm in width is required.

5.17. Lifting goods to a height of 100 cm or more is not possible. Goods are unloaded in one location and brought in only through doorways. All goods must be lifted using an elevator if available. If temporary stairs are installed, they must comply with safety regulations.

5.18. If the conditions for bed delivery do not meet the requirements of Clauses 5.16 and 5.17, the Seller or its representative has the right to refuse further delivery and leave the bed at the delivery site with the Buyer’s consent. In such a case, the product is considered delivered, but assembly is not performed. Assembly can be provided once the Buyer ensures access to the delivery/assembly site and agrees with the Seller or its representative on a new time and an additional fee according to Clauses 5.3.2 to 5.3.4. In Latvia, this fee is €15.00 (fifteen euros).

5.19. Minor bed defects are repaired on-site.

5.20. In the event of significant circumstances or if the ordered goods cannot be produced and/or delivered, the Seller will offer the Buyer an alternative product or a new delivery deadline. If the Buyer refuses both and the maximum delivery period defined in these Terms has not been violated, the Seller undertakes to refund the amount paid by the Buyer within 14 (fourteen) days.

6.1. The User has the right, without stating a reason, to cancel the delivery of goods before the goods are delivered, as well as within 14 (fourteen) days: (i) from the day of receipt/delivery of the goods; or (ii) if the User ordered multiple goods in one order and they are delivered separately, from the day of receipt/delivery of the last item; or (iii) if the goods are delivered in different lots or parts, from the day of receipt of the last lot or part — to withdraw from the Agreement concluded via electronic communication means (E-store, phone, email), except in cases where, by law, the purchase agreement cannot be canceled. The User may withdraw from the Agreement concluded via electronic communication by sending to the Seller at info@lonas.lv a completed sample withdrawal form (Appendix No. 1) or a free-form notice clearly expressing the User's intent to withdraw from the Agreement. When withdrawing, the User must also submit the purchase documents to the Seller (invoice, payment card statement, receipt, etc.), attaching copies to the emailed notice of withdrawal.

6.2. If the User has notified the Seller of the withdrawal electronically, the Product must be returned to the Seller no later than within the withdrawal period specified in Clause 6.1, upon agreement with the Seller on the delivery time. The User is responsible for properly packaging the goods for return. The direct costs of returning the goods shall be borne by the User unless otherwise specified by the Seller.

6.3. The money for the returned goods, including the delivery costs paid by the User, shall be refunded via bank transfer to the account from which the payment was made, or if the payment was not made by bank transfer, to the account specified in the User’s withdrawal notice, no later than 14 (fourteen) days from the day the Seller receives the User’s withdrawal notice, or — in the case of goods already delivered — from the day the goods are returned to the Seller.

6.4. The User may exercise the right of withdrawal only if the conditions listed in Sub-clauses 7.3.1–7.3.3 of these Terms are also met.

6.5. The User also has the right to cancel an in-store order within 3 (three) days of placing the order, provided that the goods are made to order and have not yet been handed over to the User. The User must cancel the order at the same showroom where the order was placed. If the order is canceled, the paid advance will be refunded within 14 (fourteen) days.

7.1. In cases other than withdrawal from the Agreement, if the User does not like the shape, size, color, model, or configuration of the goods, they may exchange or return the goods in accordance with these Terms and applicable legal acts.

7.2. Goods that are made according to the User’s specifications or tailored to the User’s individual needs (non-standard sizes, fabric color, bed with chosen upholstery, etc.), as well as goods that by law cannot be exchanged or returned or may only be exchanged or returned with the Seller’s consent, cannot be exchanged or returned unless otherwise determined by the Seller.

7.3. When exchanging or returning quality goods, the User must comply with the following requirements:

7.3.1. The returned product must be in its original, undamaged packaging.

7.3.2. Returned goods must be unused, unopened (except for hygiene products, opening the packaging without tearing it is not considered damage if the product cannot be verified otherwise), in good condition, maintaining their usability, and undamaged.

7.3.3. Returned goods must be in complete set and in the same condition (including gifts and other accessories) as received by the User.

7.3.4. A proof of purchase (invoice, payment card statement, POS receipt, etc.) and a product return form (to be filled in by a Lonas representative at the time of exchange or return) must be provided with the exchanged or returned goods.

7.3.5. The goods are not included in the list of non-returnable or non-exchangeable items as specified in Clause 7.2 of these Terms.

7.4. The Seller will not accept goods that do not meet the requirements of Clause 7.3 or that fall under Clause 7.2, and the Seller will not refund the User for such goods.

7.5. When exchanging or returning a quality product, the User agrees that the exchanged or returned product will be re-evaluated by the Seller’s representatives. At the Seller's request, the User must allow the Seller to evaluate the product at the delivery location or any other place where the product is located. If the product does not meet the requirements set out in these Terms, it will be returned to the User. In such a case, the Seller will promptly contact the User using the contact details provided to determine how the goods will be returned. If the returned or exchanged goods do not meet the conditions and the User refuses to accept the goods or the goods cannot be returned due to reasons beyond the Seller's control, the Seller will store the goods for no more than 30 (thirty) calendar days from the last attempted contact with the User regarding the return.

7.6. Refunds for goods returned in compliance with Clause 7.3 of these Terms shall be processed within 14 (fourteen) days from the date of return to the Seller.

7.7. In case of an exchange or return, no additional service costs (e.g., delivery fees, redelivery fees, etc.) will be refunded.

7.8. Before exchanging or returning goods, the User must contact the staff of the Showroom where the goods were purchased, or if the goods were purchased electronically (E-store, by phone, or email), by calling +371 67 660 111 or emailing info@lonas.lv to agree on the terms of the exchange or return.

8.1. A 30 (thirty) night trial period applies to mattresses from the Trīskrāsu mattress collection (Tyla®, Tyla® Plius, Harmonija®, Harmonija® Plius, Mūza®, Mūza® Plius), during which a quality mattress can be exchanged once for any other mattress from the Trīskrāsu collection. The 30-night trial period begins from the moment the product is received.

8.2. The Client cannot exercise the rights set out in Clause 8.1 if the mattress in question is made according to the Client’s specifications or tailored to the Client’s individual needs (non-standard sizes, covers, color, etc.), or purchased from the exhibition, or at a discounted price, or with defects about which the Client has been previously informed and which do not prevent the mattress from being used for its intended purpose. Information about standard size mattresses and mattress covers is available at www.lonas.lv.

8.3. If, during the trial period, the price of the product to be exchanged increases or the product is replaced with a more expensive product, the Client must pay the price difference.

8.4. Before exchanging the product, the Client must contact the staff of the showroom where the product was purchased, or if the product was purchased electronically (E-store, by phone, or email), by phone at +371 67 660 111 or by email at info@lonas.lv and agree on the terms of the product exchange.

8.5. Before the product exchange, the Seller has the right to evaluate the product in accordance with the procedure specified in Clause 7.5 of these Terms.

9.1. The color, shape, or other parameters of products indicated in the E-store may not correspond to the actual product’s shape and color due to the characteristics of the computer screen or other electronic devices used by the Client.

9.2. In the case of purchasing products of inadequate quality, the Client has the rights established by law.

9.3. During the warranty period, the Client may request that product defects be repaired free of charge, that damaged products be replaced with identical or other quality products, that the product price be reduced, or that the product be returned and the money paid refunded. The Client does not have the right to terminate the Agreement if the product defect is insignificant. If the Client wishes to exchange the damaged product for a new, more expensive product, the Client must pay the price difference.

9.4. In the case of replacement, the products are delivered no later than 30 (thirty) calendar days or 33 (thirty-three) working days from the date of acceptance of the Customer's order if the products need to be manufactured.

9.5. Before returning a defective product, the Client must contact us by phone +371 67 660 111 or email info@lonas.lv and agree on the terms of the return.

9.6. Before the product exchange, the Seller has the right to evaluate the product in accordance with the procedure specified in Clause 7.5 of these Terms.

10.1. Products come with a warranty of 24 (twenty-four) months, unless the Seller has specified otherwise.

10.2. The commercial warranty period for the product, its terms and conditions, as well as the general terms and conditions of the warranty service, can be found at https://www.lonas.lv/lv/kopeja-produktu-garantija or in a separate document attached to the product (warranty card). The warranty period starts from the day the Product is delivered or handed over to the Client, if the Client collects the Product personally.

10.3. When using the warranty provided for the product, the warranty period for that product does not restart – the warranty period begins from the original delivery or handover date to the Client. The warranty period does not include the time during which the Client could not use the product due to defects.

10.4. Product usage recommendations are provided together with the Product. Usage instructions for some products can be found on the website: https://www.lonas.lv/en/general-product-warranty

10.5. The Seller has explained to the Buyer, and the Buyer understands, that new mattresses or furniture, like all new items (for example, shoes), have a specific smell caused by the use of new raw materials such as polyurethane, latex, fabrics, etc. This smell is harmless to human health and disappears over time.

11.1. To receive consultation, the Buyer can contact the Seller by writing to the email info@lonas.lv or by calling +371 67 660 111.

11.2. All notifications and claims can be submitted by email to info@lonas.lv, by phone at +371 67 660 111, or by mail to the address Ieriķu iela 3, Riga, LV-1084, Republic of Latvia. The Seller has the right to review claims within 30 (thirty) days from the day of receipt, unless other deadlines are specified in the laws of the Republic of Latvia. In complex cases, this period may be extended by an additional 15 (fifteen) days. Responses to complaints are provided to the Client by email, phone, or to the address indicated by the Client.

11.3. The consumer has the right to contact the State Consumer Rights Protection Centre, Brīvības iela 55, Riga, LV-1010, phone +371 654 52554, email pasts@ptac.gov.lv, website www.ptac.gov.lv, or to contact the European Consumer Information Centre, Brīvības iela 55 - 207, Riga, LV-1010, phone +371 673 88625, email info@ecclatvia.lv, website https://ecclatvia.lv/lv/, with a complaint or inquiry about a product purchased in the store.

12.1. The Customer is fully responsible for the accuracy of the information provided when placing the order. If the Customer provides incorrect information when ordering goods, the Seller is not responsible for any consequences arising from this. The Seller is also exempt from any liability in cases where losses occur due to the Customer’s failure to familiarize themselves with the Terms and Conditions and/or the Contract, despite being given the opportunity, and disregarding the Seller’s recommendations and obligations.

12.2. If the E-shop contains links to other persons' websites, the Seller does not guarantee that the information that can be viewed by visiting these websites is accurate, complete, or reliable. Third parties are responsible for the content, accuracy, completeness, and reliability of the information they provide.

12.3. The Seller is not responsible for the non-performance and/or late delivery of goods if this is due to the fault of third parties or circumstances that the Seller could not control or reasonably foresee at the time the Contract was concluded and could not prevent the occurrence of these circumstances or their consequences. If these circumstances last more than 30 (thirty) days, the parties may mutually agree to terminate the Contract.

12.4. In case of damage, the responsible party must compensate the other party for the direct losses incurred.

12.5. If the order is not delivered on time, the Customer may request that the Seller pay a late fee of 0.05% of the order value for each day of delay, starting from the last possible delivery day, as indicated in Clause 5.5 of the Terms and Conditions.

12.6. If the remaining price of goods is not paid within the specified terms or if the Customer unjustifiably refuses or avoids accepting the goods, the Seller has the right to withhold fulfilling their obligations and not deliver the goods for the period that the Customer delayed the payment, and the Customer must additionally compensate the Seller for the costs of storing the goods, calculated at 1.00 € (one euro) for each calendar day of storage from the established delivery date, and pay a late fee of 0.05% of the order value for each delayed working day.

12.7. The Customer may postpone the delivery date of the goods free of charge up to two months from the original agreed delivery date only if they have not yet received an SMS notification about the scheduled delivery on the phone number provided in the order. In other cases, if the Customer wishes to postpone the delivery date and the Seller agrees, a storage fee will be applied, calculated at 1.00 € (one euro) for each calendar day of storage from the last agreed delivery date.

13.1. The Contract is governed by the laws of the Republic of Latvia.

13.2. The Seller may at any time transfer its rights and obligations under the Contract to third parties, except where this may reduce the guarantees provided to the User, without the Client’s consent and without prior notice to the Client.

13.3. The Seller has the right to unilaterally amend these Terms and Conditions without prior notice to the Client and without the Client’s prior consent. The Terms and Conditions in force at the time of concluding the Contract apply to the specific order.

13.4. All disputes arising in connection with the performance of the Contract shall be resolved through negotiations. If the Parties fail to resolve the disputes through negotiations within 15 (fifteen) days, the disputes shall be finally resolved in accordance with the procedures established by the regulatory enactments of the Republic of Latvia.