Circumstances available for returns and refunds
Our return policy is simple. Within 30 days of the receipt of the item, you can apply for a return to get a refund (excluding our outbound shipping costs), on any lighting fixture or related product that has not been used, in its original box and in resalable condition (excluding some circumstances described below).
Orders paid within 2 days support unconditional cancellation
- You need to send us the order number and invoice by email, we will reply and refund the order amount within 24 hours.
- Please do not initiate any PayPal cases and credit card chargebacks, we will do our best to help you resolve the issue.
If your order has already been shipped. Orders cannot be canceled. For the forcible cancellation of the order, you need to pay a shipping fee.
- The returned fixture cannot have been installed or modified in any way.
- The returned fixture must be enclosed in the original box with sufficient packaging material.
- The returned fixture should be arranged for shipment within 7 days of the approval of returns from us.
- Any shipping fee for returns is borne by you, the customer. (except returns of damaged goods). We will not offer any shipping fee for non-damaged products. There will be a color difference and measurement discrepancy due to the hand-made process, resolution ratio of the screen, shooting light and angles. These can not be avoidable. If you mind, please do not make an order.
The following types of items and orders do not qualify for returns and refunds
- light bulbs
- products that are customized for you (i.e. track lighting unless there is a defect).
- We cannot accept returns, exchanges or cancellations of large orders of the same product. (We define large orders as 3 or more of the same product) If you are ordering a large quantity of items, we encourage you to order a sample first to make sure it is what you need.
When returning any item, please be sure to pack the product properly. We recommend that you purchase shipping insurance. We cannot provide a refund for any product received in our warehouse in damaged condition. In such a case, you must file a claim with the shipping company and advise us as to what to do with the damaged product. We will hold your product for 30 days since the product is damaged.
How to initiate the return & refund
To initiate the return process, please send an email to [email protected], clearly stating your situation and specifying the product(s) you would like to return. And we will give you the address where the packages should be returned. There might be a restocking fee charged by the manufacturer. The client is responsible for any restocking fees charged by the manufacturer.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If your returned item is damaged during transportation or does not meet the circumstances of return, we reject a refund to you.
After confirming with you and getting your approval, we will process your refund, and the refund will automatically be returned to your credit card or original payment account. Credit card payment takes 3-5 days to process, Paypal takes 2-3 days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]
Exchanges (if applicable)
We only replace items if they are defective or damaged during transportation. If you need to exchange it for the same item, send us an email at [email protected] And we will give you the solution. If we need you to return the item, we will tell you the address that the item should be returned to.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves first and gave to you later, we will send a refund to the gift giver.
Any product that is received damaged or arrived with a missing part must be reported before installation and within 48 hours of receipt. The recipient is responsible to check the merchandise for its correctness and report any discrepancies ASAP. We cannot accept responsibility for any damages not reported within this time limitation. We also do not accept responsibility for any broken parts that are being reported after the light fixture has been installed. All damages must be reported before installation.
Please hold on to all packaging materials and wait until an inspection has been done by the shipper. If you have disposed of the packing of the damaged item, we will not be able to provide any replacement. Please inspect all boxes for damages and tell the courier to make remarks on the delivery note if such damage is visible.
Products received with broken glass, or dented shades or frames are not considered defective item and cannot be returned. In such a case, we will provide a replacement for glass or shades at no additional charge. If you do not wish to receive a replacement and want to return the item, we will consider it as a normal return shipment and charge restocking fees of up to 35%. We also preserve the right to deduct all outbound shipping from the refund.
Returned item having missing pieces
After we check your returned package and find that there is any missing part, we will charge restocking fees of up to 35% and outbound shipping fee.
If there is a manufacturer defect – we preserve the right to repair/fix any damaged part/glass or defect of any fixture – we sell. If the defect cannot be repaired, we will provide a replacement at no additional charge.
If an order has already been shipped and you refuse to receive it, you are responsible for the cost of returning the product, any restocking fees and outbound shipping fee.
If the product cannot be returned to the sender ( for example: if the return shipping cost exceeds the value of the merchandise), no refunds can be given in such a case.
Receive incorrect item
All shipments with items that were received incorrectly or in error have to be reported to us within one week since receipt of the item. We have to get notified by email if the item is no matching your order. We are unable to accept any claims after one week since receipt of the item. In the event of the delivery of an incorrect item, www.kikilighting.com shall reserve the right to provide the correct product within a period of up to 8 weeks after receiving your email. We will pay for all shipping costs for returning the incorrect item and providing the correct product. If you do not want an exchange, the order will be treated as a return and restocking fees will be charged up to 35%.
All products are covered by a 1-year warranty from the day the item is delivered.
The charge will be deducted from your paying account at the time of order placement. This protects both the buyer and seller from Fraud since the charge already appears on the credit card and the original cardholder can dispute the charge before the merchandise is shipped.
Canceled or changed orders
If an order gets canceled or changed, we will issue a refund that will deduct the fee incurred by credit cards payment processors such as Paypal or Shopify payments. These fees are always non-refundable.
If you have any questions about the returns and refunds policy, please contact us via [email protected]
If you have any problem during the shopping process, Please do not initiate any dispute at PayPal and contact us. We will deal with any matter well for you.
Note: If the Hong Kong EMS shipping method is selected when placing the order, the shipping fee will not be refunded for the return refund.
After the customer pays the fast shipping fee (including Hong Kong EMS, EU warehouse, FedEx and other fast shipping methods), if it has been shipped. Shipping costs are non-refundable.
For returns and refunds, please contact us in advance at [email protected]
- Leicester Commercial Park Unit 1, Dorsey Way, Enderby, Leicester (LE19 4DB, GB)