Refund policy
Refund & Return Policy
Losanta Living
At Losanta Living, we want you to love every piece you bring into your space. Because our collection is thoughtfully sourced from suppliers around the world, please review the details below so you know exactly what to expect if something isn't right.
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Order Processing & Shipping Times
Please allow 3-7 business days for order processing and 7-21 business days for delivery, depending on the item and destination. Some pieces are made to order or sourced from international partners, which may affect delivery windows. You'll receive tracking information as soon as your order ships.
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Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or is not what you ordered, we've got you covered.
- **You must contact us within 7 days of delivery** at support@losantaliving.com with your order number and clear photos (or video, for damage) of the item and its packaging.
- Once verified, we will offer a free replacement or a full refund, your choice.
- We do not require you to ship the item back for damage or defect claims in most cases; the photo/video evidence is sufficient for us to process your resolution quickly.
Wrong Item Received
If you received the wrong product entirely, contact us within 7 days of delivery with photos of what you received. We'll send the correct item at no additional cost or issue a full refund.
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Change of Mind/Buyer's Remorse
Because many of our pieces are sourced and shipped internationally, we're currently unable to accept returns or exchanges for:
- Change of mind
- Ordering the wrong size, color, or style
- No longer wanting the item
We describe every product as accurately as possible including materials, dimensions, and photos, so please review listings carefully before ordering. If you have questions about a piece before buying, reach out any time at support@losantaliving.com and we're happy to help you decide.
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Non-Returnable Items
The following are final sale and not eligible for return or refund except in cases of damage or defect:
- Items marked "Final Sale" or "Clearance"
- Gift cards
- Items that have been used, altered, or damaged after delivery
- Made-to-order or customized items
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Cancellations
Orders can be cancelled for a full refund only if the request is made before the order has been processed for shipment. Shipments are processed typically within 12 hours of purchase. Once an order has shipped, it can no longer be cancelled, and standard return terms apply.
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Lost or Delayed Packages
If tracking shows your order as delivered but you haven't received it, please contact us within 7 days so we can investigate with the shipping carrier. If your package appears lost in transit (no tracking movement for an extended period), reach out and we'll work with you on a resolution, which may include a reshipment or refund once confirmed with our shipping partner.
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Refund Timeline
Approved refunds are processed within 5-10 business days back to your original payment method. Please note your bank or card provider may take additional time to reflect the refund.
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How to Start a Claim
1. Email support@losantaliving.com with your order number
2. Include a brief description of the issue
3. Attach clear photos (and video for damage claims)
4. Our team will respond within 1-2 business days with next steps
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Questions?
We're a small, dedicated team who genuinely care about getting this right for you. If anything about your order doesn't feel right, reach out and we'll do our best to make it right.
support@losantaliving.com | Losanta Living
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*Losanta Living reserves the right to update this policy at any time. Changes will be reflected on this page.*