Refund policy

Limited Warranty and Return Policy (Consumers)

Last Updated: January 28, 2026

This Limited Warranty and Return Policy (“Warranty”) applies to purchases made from Lanae, LLC (“Lanae,” “we,” “us,” or “our”) through www.lanaehome.com (the “Site”) or otherwise and governs all returns, refunds, replacements, and warranty claims. This Warranty is incorporated by reference into our Terms and Conditions of Sale.  


Important: This Limited Warranty and Return Policy does not apply to reseller or wholesale transactions, which are governed by separate reseller terms.  

Limited Warranty

THIS LIMITED WARRANTY GIVES YOU SPECIFIC LEGAL RIGHTS AND YOU MAY ALSO HAVE OTHER RIGHTS, WHICH VARY FROM STATE TO STATE. 

THE LIMITED WARRANTY CAN ALSO BE FOUND ONLINE AT HTTPS://LANAEHOME.COM/POLICIES/REFUND-POLICY OR IN THE DOCUMENTATION WE PROVIDE WITH THE PRODUCT.

WE WARRANT THAT DURING THE WARRANTY PERIOD, THE PRODUCT WILL BE FREE FROM DEFECTS IN MATERIALS AND WORKMANSHIP.

WE LIMIT THE DURATION AND REMEDIES OF ALL IMPLIED WARRANTIES, INCLUDING WITHOUT LIMITATION THE WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE TO THE DURATION OF THIS EXPRESS LIMITED WARRANTY. 

SOME STATES DO NOT ALLOW LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY LASTS, SO THE ABOVE LIMITATION MAY NOT APPLY TO YOU.

OUR RESPONSIBILITY FOR DEFECTIVE GOODS IS LIMITED TO REPAIR, REPLACEMENT OR REFUND AS DESCRIBED BELOW IN THIS WARRANTY STATEMENT.  

NEITHER ANY PERFORMANCE OR OTHER CONDUCT, NOR ANY ORAL OR WRITTEN INFORMATION, STATEMENT, GUIDANCE OR ADVICE PROVIDED BY US OR ANY OF OUR AGENTS OR EMPLOYEES WILL CREATE A WARRANTY, OR IN ANY WAY REVIVE OR INCREASE THE SCOPE OR DURATION OF THIS LIMITED WARRANTY.  

WHO MAY USE THIS WARRANTY?

We extend this limited warranty only to the consumer who originally purchased the product ("you"). It does not extend to any subsequent owner or other transferee of the product.

WHAT DOES THIS WARRANTY COVER?

This limited warranty covers defects in materials and workmanship of the products purchased from the Site for use in a residential setting within the geographical boundaries of the USA (the "product") for the duration of the Warranty Period as defined below.  We reserve the right to inspect the alleged defect prior to honoring any claims.

WHAT DOES THIS WARRANTY NOT COVER?

This limited warranty does not cover any damage due to: 

(a) transportation; 

(b) storage; 

(c) improper use; 

(d) failure to follow the product instructions or to perform any preventive maintenance; 

(e) modifications, alterations, or customization of the product, whether performed by you or any third party, including any modifications made following our recommendations, specifications, or written authorization; 

(f) combination or use of the Product with any products, materials, processes, systems, or other matter not manufactured and supplied by us, regardless of whether such combination or use was recommended, approved, or authorized in writing by us;

(g) unauthorized repair; 

(g) normal wear and tear; or 

(h) external causes such as accidents, abuse, or other actions or events beyond our reasonable control.

For the avoidance of doubt, this Limited Warranty applies only to products in their original, unmodified condition as manufactured and delivered by us, and any modification, alteration, or customization of a product by you or any third party voids this warranty in its entirety, even if such modification was recommended, approved, or authorized by us.

Notwithstanding anything herein to the contrary, colors and grain patterns of wood are not a defect as that term is used herein, and the natural aging, expanding and contracting, darkening, or mellowing of wood or paint color, and the inherent growth characteristics or variation in the wood are not covered by this limited warranty.

WHAT IS THE PERIOD OF COVERAGE?

This limited warranty starts on the date of your purchase and lasts for two (2) years (the "Warranty Period"). The Warranty Period is not extended if we repair or replace the product. We may change the availability of this limited warranty at our discretion, but any changes will not be retroactive.

WHAT ARE YOUR REMEDIES UNDER THIS WARRANTY?

With respect to any defective product during the Warranty Period, we will, in our sole discretion, either: (a) repair or replace such product (or the defective part) free of charge or (b) refund the purchase price of such product. We will also pay for shipping and handling fees to return the repaired or replacement product to you if we elect to repair or replace the defective product.

HOW DO YOU OBTAIN WARRANTY SERVICE?

To obtain warranty service, you must email our Customer Service Department at info@lanaehome.com during the Warranty Period to obtain a Defective Merchandise Authorization ("DMA") number. No warranty service will be provided without a DMA number.

LIMITATION OF LIABILITY

THE REMEDIES DESCRIBED ABOVE ARE YOUR SOLE AND EXCLUSIVE REMEDIES AND OUR ENTIRE LIABILITY FOR ANY BREACH OF THIS LIMITED WARRANTY. OUR LIABILITY SHALL UNDER NO CIRCUMSTANCES EXCEED THE ACTUAL AMOUNT PAID BY YOU FOR THE DEFECTIVE PRODUCT, NOR SHALL WE UNDER ANY CIRCUMSTANCES BE LIABLE FOR ANY CONSEQUENTIAL, INCIDENTAL, SPECIAL OR PUNITIVE DAMAGES OR LOSSES, WHETHER DIRECT OR INDIRECT.

SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATION OR EXCLUSION MAY NOT APPLY TO YOU.

Standard Return Policy

Return Window

Customers may request to return a product within thirty (30) days from the date of receipt of the product (“Return Window”), subject to the exceptions and conditions below.

Return Process

Please inspect orders upon receipt and notify us promptly of any issues.  To initiate a return or replacement request, please follow the instructions below:

Submit your request via email to info@lanaehome.com during the Return Window.  Please include as much information as possible in your request.  Photos may be required.

Once you have submitted your request, we will use reasonable efforts to respond within 1-4 business days via email to provide you with further instructions regarding your return or replacement.  

Please note that a restocking fee of 20% will apply to most returned items and is intended to offset return shipping and handling costs. 

For refunds:

If your return is accepted, we will provide you with detailed instructions on how and where to send your package. Please be aware that you may be responsible for the cost of return shipping on certain items. We cannot accept items that are returned without prior authorization.

Once we have received and inspected your return, we will notify you of the approval status of your refund. If approved, the refund will be processed automatically to your original payment method within 10 business days. 

For replacements/exchanges:

We require that all products be kept in their original packaging.

If a replacement request is approved, the original item will become the property of Lanae, LLC. You will be responsible for either returning the original item or allowing Lanae, LLC to pick it up. If a pickup is required, you may be subject to a transportation fee. We will provide you with detailed instructions on how and where to send your package if necessary, and it's important to note that you are responsible for the cost of return shipping. Please be aware that items returned without prior authorization will not be accepted.

A 20% restocking fee will apply to offset return shipping and handling costs in lieu of charging the customer separately for return shipping.

Non-Returnable Products

The following products are not eligible for return or refund:

  • Products that have been customized, altered, modified, or assembled (including where glue has been used or assembly holes have been drilled), which permanently alters the product;

  • Custom-made or special-order items;

  • Items missing original packaging;

  • Items with missing or broken components; and

  • Items returned without proof of purchase.

For the avoidance of doubt, to be eligible for a return, the product must be in the same condition as when received, unused and unmodified, and in its original packaging.

Non-Refundable Services and Fees

All services provided by us, including assembly, modifications, and local delivery, are non-refundable. Outbound shipping and handling fees are non-refundable.

Condition of Returned Items

Products being returned must be unused, unmodified, in original condition and packaging.

Out-of-Stock or Discontinued Items

For warranty claims, if the original product is out of stock, discontinued, or otherwise unavailable, we reserve the right, at our option, to either (a) issue a refund for the purchase price paid for the product (and any applicable taxes), or (b) provide a comparable replacement product of equal value.

Refused Shipments May Incur a Fee

Refused shipments may incur fees and delays.

Order Cancellations

Orders may only be canceled prior to assembly or shipment and must be confirmed by us in writing.  To submit a cancellation request, please follow the instructions below:

Email one of our Customer Service Representatives at info@lanaehome.com with the subject or title "Cancellation" to request your cancellation.

We will use reasonable efforts to respond within 2 business days with an email confirming whether your cancellation request has been approved or denied.

Please note that all cancellations will be confirmed in writing, and if you have not received a confirmation email, your order has not been canceled. Once an order has been assembled and/or shipped, we are unable to cancel it.

If we are unable to cancel your order, you may return the product under our Standard Return Policy. If your cancellation is successful, you will be refunded on your original payment method within an estimated 10 business days.

Lost or Stolen Packages

Lost packages confirmed by the carrier may be refunded or replaced at our discretion.  If you have not received your package when expected, please contact our customer service team within 10 business days of the expected delivery date with your order and tracking information. If the carrier confirms delivery, this will serve as proof of delivery. In cases of suspected theft, we may help file a claim with the carrier.  Notwithstanding anything herein to the contrary, we are not responsible for stolen items.

For undelivered packages confirmed as lost, we will offer a replacement or full refund, including shipping fees, depending on product availability and your preference. Please note that we are not responsible for lost or stolen packages due to incorrect shipping information or packages marked as delivered by the carrier.