Returns

Returns Policy:

If you are not satisfied with your purchase, you can return the purchased items within 30 days of delivery in their original condition (please include the tracking number). Once the item is received, the purchase price will be refunded. All returns must be registered through our customer service.

I received a faulty item:

If you have received a defective item, please contact our support team immediately and provide the following information:

  • Your order number
  • The item that is damaged
  • A description of the issue
  • Photo evidence

If your package was damaged during delivery, please take a photo and send it directly to our customer service. All claims for damaged packages must be made within 7 days of the delivery date. Without proof from a member of our support team, we cannot offer a refund, credit, or replacement.

I received the wrong item:

If you have accidentally received the wrong item, please contact our support team immediately and provide the following information:

  • Your order number
  • The name of the item you did not receive
  • The name of the item you received
  • A photo of the received item

Exchanges:

Unfortunately, we do not offer direct exchanges. If you wish to exchange an item, we recommend returning the item and placing a new order for the desired item.

For defective products:

If the product is defective, damaged during transit, or otherwise faulty, there will be no return shipping costs. In this case, we will send you a new, flawless item.

If I want to return the item(s):

If you purchased the wrong product, the product doesn't fit, or you no longer want the item, the customer is responsible for the actual return shipping costs and must provide proof of return. You can download the return slip here.

If you have any questions, feel free to contact our customer service at: info@lonova-toronto.com
Monday - Friday: 10:00 AM - 5:00 PM
Saturday: 09:00 AM - 5:00 PM

Cancellation Policy:

Please note that orders cannot be canceled, as they are automatically processed and prepared for shipment 24/7. If you still do not wish to keep the item, you can return it after receiving it.