Return & Refund Policy
At Lanza Decor, we want you to be happy with your purchase. This policy explains our return, refund, exchange, and cancellation terms for our customers.
Order Cancellation
If you need to cancel an order, please contact us as soon as possible. Orders that have not yet been shipped can be cancelled for a full refund. Once an order has shipped, it cannot be cancelled and must follow the return process below.
Returns
You may request a return within 30 days of delivery.
All returns must be approved by our customer support team before sending any items back.
To be eligible for a full refund, items must be:
In new, unused condition
In their original packaging with all accessories included
Securely packaged to prevent damage during return shipping
Items that do not meet these conditions will not be accepted for return, and will be shipped back to the customer at their expense.
We recommend inspecting your order promptly upon delivery and reporting any issues as soon as possible.
How to Return an Item
- Contact us at support@lanzadecor.com with your order number and reason for the return.
- Pack the item securely in its original packaging, including all accessories and tags.
- Ship the item using the instructions provided in your return authorization email.
Exchanges
We accept exchanges within 30 days of delivery.
The same return conditions above apply. To request an exchange, contact our customer support team for instructions.
Return Shipping
Returns are accepted by mail only.
For items that are faulty, damaged, incorrect, or not as described, we will cover the return shipping cost.
For all other returns, the customer is responsible for return shipping costs. Original shipping costs are non-refundable. We recommend using a trackable shipping method, as we are not responsible for items lost or damaged during customer-paid return shipping.
Restocking Fees
We do not charge restocking fees.
Non-Returnable Items
For hygiene and safety reasons, certain items may not be eligible for return. These products will be clearly marked as non-returnable on their product pages.
Refunds
Approved returns receive a full refund in CAD to the original payment method used at checkout.
Refunds are processed within 7 business days after we receive and inspect the returned item.
You will receive an email confirmation once your refund has been issued. Final processing times may vary by 3 to 10 additional business days depending on your payment provider or bank.
Address Changes
If you need to update your delivery address after placing an order, please contact us immediately. We will make every reasonable effort to update your details, but changes cannot be guaranteed once an order has been processed or shipped.
Undeliverable Packages
If a package is returned to us due to an incorrect address provided by the customer, refusal of delivery, or failure to collect from a pickup location, the customer will be responsible for the cost of return shipping and any reshipping fees. These fees will be deducted from any refund, or charged before reshipping the order.
Consumer Rights
Nothing in this policy limits or excludes your rights under applicable consumer protection laws. You may be entitled to a repair, replacement, or refund if a product is faulty, unsafe, significantly different from its description, or does not meet acceptable quality standards.
Contact Us
To initiate a return, exchange, or cancellation, or if you have any questions:
Email: support@lanzadecor.com
Phone: +1 (505) 523-2357
Customer Service Hours: Monday to Friday, 9:00 AM – 5:00 PM ET
Response Time: We aim to respond within 1 to 2 business days.