Refund policy

We want every Lanofauna piece to arrive safely and bring a little warmth to your space. If something is not right with your order, please contact us and we will do our best to help.

30-Day Return Policy

You may request a return within 30 days after receiving your order.

To be eligible for a return, the item must be:

  • Unused, undamaged, and unaltered

  • Free from stains, odors, pet hair, or other signs of use

  • Returned with all original packaging, accessories, and inserts

  • Accompanied by the receipt or other proof of purchase

To request a return, contact us at support@lanofauna.com and include your order number and the reason for the return.

Returns must be approved before they are sent. If your return is accepted, we will provide the return address and instructions on how to send the item back.

Please do not send your return to the address shown on the original shipping label. Items returned without prior authorization may not be accepted.

Return Shipping Costs

If you are returning an item because you changed your mind, ordered the wrong item, or no longer want the product, you will be responsible for the return shipping costs.

Original shipping charges are non-refundable unless the item arrived damaged, defective, incorrect, or significantly different from its description.

We recommend using a trackable shipping service. Lanofauna is not responsible for return packages that are lost or damaged in transit.

Please do not send returns using a cash-on-delivery service.

Damaged, Defective, Incorrect, or Missing Items

Please inspect your order after delivery.

If your item arrives damaged or defective, you receive the wrong item, or part of your order is missing, contact us at support@lanofauna.com within 7 days of delivery.

Please include:

  • Your order number

  • A description of the issue

  • Clear photos of the item

  • Photos of the shipping packaging and shipping label

  • An unboxing video, if available

After reviewing the issue, we may offer a replacement, partial refund, full refund, or another appropriate solution.

For approved claims involving damaged, defective, or incorrect items, Lanofauna will cover reasonable return shipping costs when a return is required. In some cases, we may issue a replacement or refund without requiring the item to be returned.

Handmade Variations

Many Lanofauna products are handmade or finished by hand.

Slight variations in color, shape, size, stitching, texture, facial expression, pattern placement, and other small details are natural characteristics of handmade products. These minor variations make each piece unique and are not considered defects.

However, significant damage, missing components, or products that materially differ from the product description remain eligible for review under our damaged or defective item policy.

Non-Returnable Items

The following items cannot be returned for change-of-mind reasons:

  • Custom-made or personalized products

  • Items that have been used, damaged, washed, altered, or contaminated after delivery

  • Items with missing packaging, accessories, or components

  • Gift cards

  • Items clearly marked as “Final Sale”

These exclusions do not limit any rights you may have when an item is damaged, defective, incorrect, or not as described.

Please contact us at support@lanofauna.com before placing an order if you have questions about whether a specific product is returnable.

Sale Items

Items purchased with a discount code or during a general promotion remain eligible for return unless they are specifically marked as “Final Sale.”

Final Sale items cannot be returned because of a change of mind, except where required by applicable law.

Exchanges

We do not currently offer direct exchanges.

The fastest way to receive a different item is to request a return for the original item and place a separate order after the return has been approved.

Damaged, defective, or incorrect items may be replaced directly at our discretion.

Order Cancellations

Contact us at support@lanofauna.com as soon as possible if you need to cancel or change your order.

We cannot guarantee that an order can be cancelled or modified after it has entered processing or has been shipped.

Custom-made or personalized orders may not be cancelled once production has started.

European Union Cooling-Off Period

If your order is delivered to a country within the European Union, you may have the right to cancel or return your order within 14 days of receiving it, without providing a reason.

The item must be unused, undamaged, and returned with its original packaging, accessories, and proof of purchase.

You will normally be responsible for return shipping costs when exercising this right unless the item is damaged, defective, incorrect, or not as described.

The cooling-off right may not apply to products that are made to order, clearly personalized, or otherwise excluded under applicable law.

To exercise your cancellation right, contact us at support@lanofauna.com.

Refunds

We will notify you after we receive and inspect your return.

If the refund is approved, it will be issued automatically to your original payment method within 10 business days.

Your bank, credit card provider, or payment service may require additional time to process and post the refund.

Original shipping charges are non-refundable unless the return is caused by a damaged, defective, incorrect, or materially misdescribed item.

If more than 15 business days have passed since your refund was approved, contact us at support@lanofauna.com.

Contact Us

For questions about returns, refunds, damaged items, or order issues, contact:

Email: support@lanofauna.com