Refund policy
We want you to feel confident ordering from Ernesto Living. This policy explains how cancellations, returns, exchanges, damaged items, and refunds are handled.
30-day return period
You may request a return within 30 days after your order is delivered.
To qualify for a standard return, the item must be unused, complete, and returned in its original condition and packaging. You will also need your order number or other proof of purchase.
How to request a return
- Email contact@ernestoliving.com within 30 days of delivery.
- Include your order number, the item you wish to return, and the reason for the return.
- We will review your request and send the return instructions and, where applicable, a prepaid return label within one business day.
- Pack the item securely and send it to the return address provided in our instructions.
Please do not return an item before receiving return instructions. Returns sent to an unauthorized address may be delayed or refused.
Return shipping costs
Ernesto Living covers the cost of approved returns using the prepaid return label we provide. Original or independently purchased return-shipping costs are not reimbursed unless agreed by us in advance.
Living plants and perishable goods
Living plants and other perishable goods cannot normally be returned because their condition can change after delivery. However, this does not affect your rights if an item arrives damaged, unhealthy, defective, or different from what you ordered.
If a plant arrives with a problem, contact us within 24 hours of delivery and include clear photographs of the plant, its packaging, and the shipping label. We will assess the issue and offer an appropriate replacement or refund.
Damaged, defective, or incorrect items
Please inspect your order promptly after delivery. If an item is damaged, defective, incomplete, or incorrect, email us as soon as possible with your order number and photographs showing the problem.
After reviewing the issue, we will provide an appropriate solution, which may include a replacement, repair, prepaid return, or full refund. You will not be charged return-shipping costs for an item confirmed to be damaged, defective, or incorrect.
Items that cannot be returned
Unless the item is damaged, defective, or incorrect, we cannot accept returns for:
- Living plants and other perishable goods;
- Items that have been used, altered, damaged after delivery, or returned incomplete;
- Personalized or custom-made products;
- Gift cards;
- Sealed health, hygiene, or personal-care products after the seal has been opened;
- Items marked as final sale where permitted by applicable law.
These exclusions do not limit any rights you may have under applicable consumer-protection law.
Order cancellations
If you need to cancel an order, contact us at contact@ernestoliving.com as soon as possible. If the order has not entered processing or shipped, we will attempt to cancel it and issue a full refund.
If the order has already shipped, you may request a return after delivery in accordance with this policy.
Exchanges
If you would prefer another eligible item, contact us to request an exchange. Exchanges depend on product availability. If the requested item is unavailable, we will issue a refund instead.
Refund process
Once your return is received and inspected, we will email you to confirm whether the refund has been approved. Approved refunds are issued to the original payment method within 5 business days.
Your bank or payment provider may need additional time to display the refund in your account. Shipping charges paid on the original order are refundable only when required by applicable law or when the entire order was damaged, defective, or incorrect.
Missing refunds
If more than 10 business days have passed since we confirmed your refund, first check with your bank or card provider. If the refund is still not visible, contact us so we can investigate.
Contact us
Email: contact@ernestoliving.com
Phone: +1 914 639 3499
Business address: Ernesto Living, 3641 Clayton Rd, Concord, CA 94521, United States