Last Updated: November 1, 2026

At Lost Hills, customer satisfaction is important to us. We want you to have a smooth and enjoyable shopping experience. This Refund and Returns Policy explains the conditions and procedures for requesting a return, exchange, or refund for purchases made through our website.

By placing an order with us, you agree to the terms outlined below.

1. Return Eligibility

To be eligible for a return, the following conditions must be met:

  • The item must be unused, unworn, and in its original condition.
  • The item must be returned with its original packaging, tags, and accessories, where applicable.
  • The return request must be submitted within 14 days of receiving your order.
  • Proof of purchase, such as an order confirmation or receipt, must be provided.

Items that do not meet these conditions may not be eligible for a return.

2. Non-Returnable Items

Certain items may not be eligible for return or exchange, including:

  • Items that have been worn, washed, or used
  • Items damaged due to improper care or handling
  • Items returned without their original packaging or tags
  • Items marked as final sale, where permitted by applicable law

This policy does not affect any consumer rights you may have under applicable laws.

3. How to Request a Return

To initiate a return, please follow these steps:

  1. Contact our customer support team at admin@losthills.com.co.
  2. Include your order number and the reason for your return.
  3. Provide photographs if the item is damaged, defective, or incorrect.
  4. Wait for our team to review your request and provide return instructions.
  5. Ship the approved return to the address provided by our customer support team.

Please do not send items back without contacting us first.

4. Refund Policy

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

If approved:

  • Refunds will be issued to your original payment method whenever possible.
  • Refund processing may take 3–7 business days after approval.
  • Your bank or payment provider may require additional time to reflect the refund in your account.

The exact time it takes for the refund to appear may vary depending on your payment provider.

5. Order Cancellation

If you wish to cancel your order, please contact us as soon as possible at admin@losthills.com.co.

  • Orders that have not been processed or shipped may be eligible for cancellation.
  • Orders that have already been shipped cannot be cancelled through this process.
  • If your order has already shipped, you may contact us to discuss the available return options after delivery.

We cannot guarantee cancellation once order processing has begun.

6. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery.

Please include:

  • Your order number
  • A description of the issue
  • Clear photographs showing the item and the problem

After reviewing your request, we will provide an appropriate resolution, which may include a replacement, exchange, or refund, depending on the circumstances and applicable laws.

7. Exchanges

If you would like to exchange an item for a different size or product, please contact our customer support team.

Exchanges are subject to product availability and approval.

If the requested replacement is unavailable, we may offer an alternative resolution, including a refund where applicable.

8. Return Shipping Costs

Unless otherwise required by applicable law:

  • Customers are responsible for return shipping costs for returns due to personal preference, sizing, or change of mind.
  • Lost or damaged return shipments remain the responsibility of the sender unless otherwise agreed.
  • If the item is defective, damaged, or incorrect due to our error, we will work with you to provide an appropriate resolution.

Original shipping charges may not be refundable unless required by applicable law.

9. Late or Missing Refunds

If you have not received your refund within the expected processing time, please:

  1. Check your original payment method.
  2. Contact your bank or payment provider to confirm whether the refund is pending.
  3. Contact us at admin@losthills.com.co if you still need assistance.

Our team will help you check the status of your refund.

10. Contact Us

If you have any questions about this Refund and Returns Policy or need assistance with a return, exchange, or refund, please contact us.

Website: https://losthills.com.co/

Email: admin@losthills.com.co

Our customer support team will do its best to assist you as soon as possible.