Return Policy – Lanawool

ERAKSONS S.R.L.

Right of Withdrawal

In accordance with Romanian Government Emergency Ordinance No. 34/2014, consumers have the right to withdraw from a distance purchase contract within 14 calendar days of receiving the product, without providing any reason.

To exercise your right of withdrawal, you must notify ERAKSONS S.R.L. by either completing the Return Request Form available in your customer account or HERE or sending an email to contact@lanawool.eu.

General Return Conditions

To be eligible for a return, products must meet the following conditions:

• be returned in the same condition in which they were delivered;
• show no signs of use, stains, perfume, damage, or wear;
• be properly packaged for transport (the original packaging is recommended but not mandatory, provided the product is adequately protected against damage during transit);
• include all accessories supplied with the product;
• be accompanied by the purchase invoice or the order number.

Under Article 14(3) of Government Emergency Ordinance No. 34/2014, consumers are responsible for any reduction in the value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the product.

Products That Cannot Be Returned

Pursuant to Article 16 of Government Emergency Ordinance No. 34/2014, the right of withdrawal does not apply to:

• products manufactured to the customer's specifications or clearly personalized;
• sealed products that cannot be returned for health protection or hygiene reasons once unsealed;
• products showing obvious signs of use, staining, perfume, or damage;
• products that have been washed, altered, or modified after delivery.

For Lanawool textile products (duvets, pillows, and mattress toppers), products must be returned unused, unwashed, fragrance-free, and in a condition suitable for resale.

Return Shipping Costs

Free returns are available when a product is defective or does not conform to the contract under the legal warranty.

For returns based on personal preference (for example, if the product is unsuitable or no longer desired), the return shipping fee is RON 29, which is payable by the customer.

If you choose to use Lanawool's partner courier service, the return shipping cost may be deducted from the refund amount.

How to Return a Product

Returning a product is simple and consists of the following steps.

1. Submit a Return Request

Complete the online Return Request Form [LINK] or send an email including:

• your full name;
• your order number;
• your telephone number;
• your IBAN and account holder's name;
• the reason for the return (optional).

2. Prepare the Product

The returned product must:

• be securely packaged for transport;
• include all original components and accessories;
• be returned in its original packaging whenever possible.

If the product is not returned in a condition suitable for resale, Lanawool reserves the right to deduct an amount corresponding to the loss in value or to reject the return request altogether.

3. Ship the Parcel

After your return request has been approved, our Customer Support team will provide the return shipping address.

Unless the return concerns a defective or non-conforming product, return shipping costs are the customer's responsibility.

We do not accept:

• parcels sent with cash-on-delivery (COD) charges;
• parcels returned without a previously approved return request.

4. Return Inspection

Once your parcel has been received:

• the product will be inspected;
• you will be informed of the outcome;
• if approved, your refund will be processed.

Refunds

In accordance with Article 13(1) of Government Emergency Ordinance No. 34/2014, refunds will be issued within 14 calendar days from the date on which we are informed of your decision to withdraw from the contract, but no earlier than the date on which the returned goods are received.

Refunds will be made:

• using the same payment method used for the original purchase; or
• by bank transfer to the account specified by the customer.

Full Returns and Partial Returns

Full Order Return

If the entire order is returned, we will refund:

• the value of all returned products; and
• the original shipping cost, if it was paid by the customer.

Partial Return

If only part of an order is returned:

• only the value of the returned products will be refunded;
• the original shipping cost will not be refunded.

Product Exchanges

To ensure a simple and transparent return process, Lanawool does not offer direct product exchanges.

If you wish to purchase a different size or model, the following procedure applies:

1. Return the original product in accordance with this Return Policy.

2. Once the returned product has been received and inspected, its purchase value will be refunded using the original payment method or by bank transfer to the account designated by the customer. Alternatively, the customer may request a Lanawool voucher to facilitate the purchase of another product more quickly.

3. Place a new order for the desired product.

Gift vouchers are issued only with the customer's explicit consent.

Reduction in Product Value

Consumers are responsible for any reduction in the value of returned products resulting from handling beyond what is necessary to determine the nature, characteristics, and functionality of the goods.

Examples include:

• damaged or missing packaging;
• removed or damaged labels;
• products that have been used or stained;
• missing accessories or components.

In such cases, ERAKSONS S.R.L. reserves the right to:

• deduct an appropriate amount from the refund to reflect the reduction in value;

or

• refuse the return if the product has been significantly damaged or can no longer be resold.