Complaints

Complaint procedure:

Download the warranty card for the LANO bed

Download the warranty card for the LANO mattress

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

Tel.: +33 1 84 88 42 50

2. Complaints may be submitted within a warranty period of 24 months.
3. Complaints concerning manufacturing defects or missing components must be submitted within 10 days of the product delivery date. The Seller shall not be liable for defects reported after this period.
4. The Customer will be informed by e-mail of the Guarantor’s acceptance or rejection of the complaint within 14 days of receipt of the complaint. In exceptional cases, this period may be extended by seven days.
5. The basis for the Guarantor’s consideration of a complaint is possession of the warranty card issued by the Manufacturer.
6. The product may be returned within 14 days without stating a reason.

*Returns do not apply to:
- Assembled products
- Custom-made products manufactured to individual order (e.g. continental beds)
- Mattresses removed from their original packaging (e.g. protective foil)
- Mattresses in non-standard sizes. Standard mattress sizes are: 80x200, 90x200, 100x200, 120x200, 140x200, 160x200, 180x200.

The warranty does not cover:

1. Defects, mechanical damage or faults visible at the time of delivery.
2. Damage resulting from improper use, incorrect assembly or transport carried out by the Customer.
3. Damage caused by improper maintenance of the furniture (moisture, incorrect temperature, damaged parts).
4. Damage caused by modifications or repairs carried out by the Buyer or at the Buyer’s request. Products made to order cannot be returned.
5. Colour changes due to oxidation and exposure to sunlight. In the case of white furniture, discolouration may occur due to the natural structure of pine wood (colour variations, knots and grain patterns).
6. Defects caused by improper storage, such as unsuitable temperatures, humidity or incorrect preservation.
7. If a price reduction was granted for a known defect at the time of purchase, no complaint may be made in respect of that defect.
8. Differences in the appearance of furniture may result from screen settings.
9. Colour variations, knot placement and wood grain patterns may not constitute grounds for a complaint.
10. Knots are a natural characteristic of the material and do not constitute a defect.
11. Natural “irregularities” and knots in the wood structure intentionally retained during the manufacturing process highlight the authenticity and natural beauty of the furniture.
12. Deviations in mattress dimensions of up to 2 cm due to material properties.
13. Non-visible parts, such as the frame, drawer bottoms and support slats, are not painted like the rest of the bed.
14. All screws and fasteners must be tightened slowly and carefully to avoid cracking. Do NOT tighten fasteners close to the edges.

Rules for furniture use:

1. Furniture must be used in accordance with its intended purpose.
2. Furniture must be used indoors and protected from harmful atmospheric conditions.
3. Furniture may emit an odour for up to 72 hours.
4. Level installation (proper levelling of the furniture) is required.
5. Avoid contact between lacquered surfaces and high temperatures, solvents or chemicals. These factors may damage the lacquer finish and cause discolouration or dullness.
6. The maximum load for a drawer is 2–3 kg.
7. The maximum recommended mattress height is 13 cm.
8. For safety reasons, loft beds must be secured to the wall.

Furniture maintenance guidelines:

1. Furniture should be cleaned with a dry or slightly damp soft cloth and then wiped dry.
2. The Manufacturer is not responsible for damage to lacquered surfaces caused by the use of chemicals. Commercially available cleaning agents may be used, provided they are first tested on an inconspicuous area.