Complaints

Complaint notice:

Download the warranty card for the LANO bed

Download the warranty card for the LANO mattress

1. Please send all complaints together with photographs to the following address:

Tel.: +49 0151 72504268

2. A complaint may be submitted within the 24-month warranty period.
3. Complaints relating to technical defects arising during the manufacturing process or missing parts must be reported within 10 days of the product delivery date. The seller is not liable for defects reported after this period.
4. The customer will be informed of the acceptance or rejection of the complaint within 14 days of receipt by email. In exceptional cases, this period may be extended by seven days.
5. The basis for processing a complaint is the presentation of a warranty card issued by the manufacturer.
6. The product may be returned within 14 days without stating a reason.

*Non-returnable goods:
– Products that have been assembled
– Products made to order according to individual customer specifications
– Mattresses that have been removed from their original packaging
– Mattresses in special sizes. Standard mattress sizes are: 80×200, 90×200, 100×200, 120×200, 140×200, 160×200, 180×200.

The warranty does not cover:

1. Defects, mechanical damage and quantity discrepancies that could have been identified upon delivery.
2. Damage caused by improper use, assembly or self-arranged transport.
3. Damage resulting from improper furniture maintenance (exposure to moisture, temperatures, damaged components).
4. Damage caused by modifications or repairs carried out by the buyer or at their request.
5. Colour changes caused by oxidation and sunlight.
6. Defects caused by improper storage, e.g. incorrect temperature or humidity.
7. If a discount was granted due to a known defect, complaints regarding that defect are not possible.
8. Differences in the appearance of furniture may result from monitor settings.
9. Differences in colour, knot placement and wood grain structure are not grounds for a complaint.
10. Knots are a characteristic feature of this natural material.
11. Natural “imperfections” and knots in the wood structure highlight the authenticity of the furniture.
12. Mattress size deviations of up to 2 cm due to material properties.
13. Non-visible parts, such as slatted frames, are not painted in the same colour.
14. Screws must be tightened slowly to prevent cracking.

Furniture usage rules:

1. Use the furniture for its intended purpose.
2. Protect it from harmful environmental influences.
3. The furniture may emit an odour during the first 72 hours.
4. Place the furniture on a level surface.
5. Avoid contact of lacquered surfaces with high temperatures.

Furniture care rules:

1. Clean the furniture with a dry or slightly damp cloth.
2. The manufacturer is not responsible for damage caused by chemical cleaning agents.