Refund policy
At Lapa Living, we want you to be genuinely happy with what you order. If something's not right, here's exactly how our returns and refunds work.
1. Contact Information
Store Name: Lapa Living
Address: 30 N Gould St STE R, Sheridan, WY 82801
Email: support@lapaliving.com
Phone: +1 307-263-0890
Customer Service Hours: Monday-Friday 9:00 AM-5:00 PM (ET)
We respond within 24 business hours on working days.
2. Fulfillment & Return Locations
Lapa Living is a US-registered business. Our products ship from a network of international fulfillment partners and warehouses, so the shipping origin won't always match our business address above. When a return is approved, we'll confirm the correct return address for that specific order. Please hold off on shipping anything back until our support team gives you that address.
3. 30-Day Return Window
You have 30 days from delivery to request a return. To qualify, the item needs to be unused, undamaged, in its original packaging, and you'll need to provide your order number or proof of purchase. We can't guarantee a refund on requests made after the 30-day window.
4. Starting a Return
Email support@lapaliving.com with your order number and the reason for the return. We'll get back to you within 1-2 business days. Once approved, you'll get a Return Authorization along with shipping instructions, and you'll have 7 days from approval to send the item back. Items returned without an authorization may be refused.
5. Who Covers Return Shipping
If your item arrived defective, damaged, or different from what you ordered, let us know within 48 hours of delivery with photos - we'll cover a replacement or full refund at no cost to you. If you simply changed your mind or ordered the wrong item, return shipping is on you, and we ask that you use a trackable shipping method.
6. How Refunds Are Processed
Once we've received and inspected your return, we'll send you a confirmation email. Refunds go out within 7 business days of that inspection, back to your original payment method. Depending on your bank, it may take a few extra days to show up on your statement.
7. Exchanges
Want a different size, color, or model instead? Reach out to our support team first. Once your return is approved, you can place a new order for the item you actually want. Exchanges follow the same rules as standard returns.
8. Cancelling an Order
You can cancel any order for a full refund as long as it hasn't shipped yet. If it's already on its way, you'll need to wait for delivery and go through the standard return process instead. To cancel, email support@lapaliving.com.
9. Items We Can't Accept Back
A few categories are final sale: custom or made-to-order items, and any hygiene-sensitive products once opened or used.
10. Your Consumer Rights
Nothing here overrides the consumer protections you're entitled to under applicable law. Customers in the United States are protected under state consumer protection statutes and Federal Trade Commission (FTC) regulations. Customers in Canada are protected under applicable provincial consumer protection legislation. These laws may give you additional rights beyond what's described in this policy, particularly around defective or misdescribed products.