Refund policy
Returns
We offer a 45-day money-back guarantee on unused items. You have 45 days from the day your order is delivered to request a return.
To qualify for a standard return, the item must be unused and in the same condition you received it, with all accessories that came with it and, where possible, its original packaging. You will also need your order number or proof of purchase.
To start a return, contact us at contact@lonamo.com with your order number. We reply to every email within 24 business hours. Once your return is approved we will send you the return address together with step-by-step instructions. Please do not ship anything back before requesting a return — items sent back without an approved return request cannot be accepted.
Items that have already been used
Our nasal cleansing devices come into direct contact with your nasal passages. For health and hygiene reasons a device that has been used cannot be returned to stock, so used items are not covered by the standard 45-day return above.
If you have already used your device and something is not right, message us at contact@lonamo.com before sending anything back. Tell us your order number and what the problem is. We review these requests one by one and will let you know whether your return is approved and what we are able to offer. Please wait for that approval before shipping anything back.
Damaged, defective, or wrong items
This is separate from everything above and does not depend on whether the item has been used. Please inspect your order as soon as it arrives and contact us straight away if the item is defective or damaged, or if you received the wrong item, so that we can evaluate the issue and make it right.
Exchanges
If you would prefer a replacement instead of a refund, tell us when you request your return and we will arrange it for you.
European Union 14-day cooling-off period
If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days of delivery, for any reason and without justification. Please note that sealed goods which are not suitable for return for health protection or hygiene reasons are excluded from this right once they have been unsealed after delivery. This right is in addition to — not instead of — our 45-day guarantee.
Refunds
We will notify you once we have received and inspected your return, and let you know whether the refund was approved. If approved, you will be refunded automatically to your original payment method within 10 business days. Please remember that it can take additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your refund, please contact us at contact@lonamo.com.
Gift cards
Gift cards cannot be returned.
Contact us
Lonamo
3020 Butternut Ln, Palm Beach Gardens, FL 33410, United States
contact@lonamo.com
