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Return & Exchange Policy

Return & Exchange Policy

We want you to love every purchase from ISA LAZA LLC. If something isn't right, we're here to make it easy and stress-free.

Return Window

We accept returns and exchanges within 30 days of delivery.

Eligible Items

  • Unused & unopened items in their original packaging
  • Defective items with manufacturing defects or shipping damage
  • Incorrect items that don't match your order

Non-Eligible Items

  • Items that have been used, opened, or altered
  • Items returned after the 30-day window
  • Items damaged due to misuse or improper storage
  • Custom or personalized items (unless defective)

How to Request a Return or Exchange

  1. Email us at PinnerSan.gho@gmail.com with your order number, the item(s) you'd like to return or exchange, and the reason for your request.
  2. For defective or incorrect items, please include clear photos or a short video showing the issue.
  3. We'll review your request within 2 business days and send you a Return Authorization (RA) number. Returns without an RA number will not be accepted.
  4. Ship the item back using a trackable carrier and share the tracking number with us. Items must arrive within 14 days of RA approval.

Return Shipping Costs

  • Defective or incorrect items: We cover return shipping — a prepaid label will be provided.
  • Change-of-mind returns: Return shipping is the customer's responsibility. A 10% restocking fee will be deducted from the refund.

Refunds

Once we receive and inspect your return, refunds are processed within 3–5 business days to your original payment method. Please allow an additional 3–5 business days for your bank to reflect the credit.

  • Defective or incorrect items: Full refund including original shipping costs.
  • Change-of-mind returns: Product price refunded, minus return shipping and the 10% restocking fee.

Exchanges

For defective items, we'll ship a replacement within 5–7 business days at no extra cost. For size, color, or model exchanges, we'll process the swap once the original item is received and inspected. Any price difference will be charged or refunded accordingly.

Questions?

We're happy to help! Reach us at PinnerSan.gho@gmail.com — we typically respond within 1 business day.