Complaints

Complaint Form:

Download Lano Furniture bed warranty card

Download Lano Furniture mattress warranty card

1.Please submit all complaints with photos to the following address:

Tel.: +49 0151 72504268

2.A complaint can be submitted under the 24-month warranty.
3.Complaints for a technical defect that occurred during the production process and for missing components must be reported within 10 days of the product delivery date. The Seller will not be held liable for defects after this deadline.
4.The Buyer will be notified via email within 14 days of the date the Guarantor receives the complaint as to whether it has been accepted for processing or deemed unfounded; in exceptional cases, this period may be extended by seven days.
5.The basis for the Guarantor to consider a complaint is that the user holds a Warranty Card issued by the manufacturer.
6.A product can be returned within 14 days without giving a reason.

*The following are not subject to return:
- A product that has been assembled
- A prefabricated product, i.e., one made to a customer's individual order (e.g., continental beds)
- Mattresses that have been unwrapped from their original protective packaging (i.e., protective film)
- Mattresses of non-standard dimensions. A standard mattress is the size: 80x200, 90x200, 100x200, 120x200, 140x200, 160x200, 180x200.

The warranty does not cover:

1.Defects, mechanical damage, or quantity shortages that could have been noticed upon delivery.
2.Damage resulting from improper use, assembly, or self-transport.
3.Damage resulting from improper furniture maintenance (moisture, temperature effects, broken components).
4.Damage resulting from modifications or repairs to the furniture carried out by the Buyer or at their request. Products made to a customer's special order are not returnable.
5.Changes in colour caused by the oxidation and sun exposure of pine; in the case of white furniture, discolouration may occur due to the natural structure of pine wood (change in colour, knots, and grain).
6.Defects related to poor storage, i.e., incorrect temperature, humidity, or maintenance with unsuitable cleaning products.
7.If the reason for the price reduction is a product defect that was known at the time of purchase, no complaint can be made regarding the defect for which the price reduction was granted.
8.Differences in the appearance of the furniture may be due to computer settings.
9.Differences in colours, the arrangement of knots and grain cannot be complained about.
10.Knots are a characteristic feature of this natural material and are not a reason for a complaint.
11.Natural "blemishes" and knots in the wood structure, deliberately preserved during the furniture creation process, emphasise their authenticity and natural beauty.
12.Differences in mattress sizes of up to 2cm due to the properties of the materials from which they are made.
13.Invisible components such as the frame, drawer bottoms, board supporting the frame, etc., are not painted in the same way as the rest of the bed.
14.Please screw in all bolts and screws gently and slowly to avoid cracks. DO NOT SCREW FITTINGS NEAR THE EDGES!

Furniture usage rules:

1.Furniture should be used in accordance with its intended purpose.
2.Furniture should be used indoors and protected from harmful weather conditions.
3.The furniture may emit an odour for up to 72 hours.
4.The furniture must be set up on a level surface.
5.Avoid contact between lacquered surfaces and high temperatures, solvents, or chemical agents. These factors may damage the lacquer coating, resulting in discolouration and dulling.
6.The maximum drawer load is 2-3kg.
7.The maximum recommended mattress height is 13cm.
8.When purchasing a loft bed, it must be screwed to the wall to ensure safety.

Furniture maintenance rules:

1.Furniture should be cleaned with a dry or slightly damp, soft cloth, after which the cleaned surfaces should be wiped dry.
2.The manufacturer is not liable for damage to lacquer coatings caused by the use of chemical agents. The use of commercially available cleaning agents is permitted, provided that the lacquer coatings have been tested in inconspicuous areas beforehand.