Circumstances Available For Returns And Refunds
Our return policy is simple. Within 14 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 24 hours 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.
Please note:
- 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.
- (Except for returns of damaged items and returns where the wrong item was received). 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.
- Please note: If the customer voluntarily selects a premium or expedited shipping method (e.g. FedEx), the extra shipping fee paid is non-refundable.
- If the return is caused by the consumer (e.g., they no longer want the item), the consumer will be responsible for the return shipping costs. The specific fee depends on the courier service chosen.
- If the return is due to our responsibility (such as the item being damaged or incorrect), we will cover the return shipping costs.
- Please note: We do not charge any fees for customs duties, re-importation, restocking, or refilling under any circumstances.
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.
Upon receiving your refund request, we will immediately provide you with the refund process, including required documents, refund timeline, return label and instructions.
All processing times, required documents, and any potential deductions will be disclosed upfront. No delays are allowed.
Please note: A restocking fee charged by the manufacturer may apply. The client is responsible for any such fee.
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 1-2 days.
If your returned item is damaged during transportation or does not meet the return conditions, we reserve the right to reject your refund.
If the item is damaged during return shipping, we may charge 30-70% depending on the degree of damage.
Additional return costs will apply depending on your location. please contact us for specific charges.
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.
Damaged Goods
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.
If your item is damaged upon delivery, we take full responsibility and will provide free repair, replacement, or refund, including covering the cost of returning the faulty product.
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 an outbound shipping fee.
Manufacturer Defects
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.
Refuse Shipments
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 match 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.nl 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%.
Warranty
Our products have a 2-year warranty.
- Excludes damage caused by accident, abuse, or neglect.
- Excludes natural aging or wear of materials.
- Excludes purchases made using online auction sites.
Special Note: (The date of receipt is the time when the logistics information shows the receipt)
- The warranty period of the LED rechargeable table lamp is 3 months from the date of receipt. The whole lamp is replaced for free, and the transportation cost is at your own expense.
- The warranty period for LED lights, LED light sources and LED drivers is 6 months from the date of receipt. Accessories are replaced for free, and shipping costs are at your own expense.
- Other parts of LED lamps will be replaced for free within 2 years from the date of receipt, and shipping costs are at your own expense.
- For other non-LED light source products, the warranty period is within 2 years from the date of receipt. Accessories are replaced for free, and shipping costs are at your own expense.
Order Placement
The payment will be processed immediately at the time of order placement. This ensures a secure transaction for both the buyer and the seller. In the unlikely event of an issue with your order, our customer service team will assist you promptly with returns, exchanges, or refunds according to our policy.
Canceled Or Changed Orders
If an order gets canceled or changed, we will issue a refund that will deduct the fee incurred by credit card 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.
After the customer pays the fast shipping fee (including Fast Shipping, 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].
Restocking Fee
We will charge you a restocking fee if the return period has expired or if the reason for requesting a return within the return period is one of the following reasons. Common scenarios include:
- (1) Change of mind or buyer’s remorse
- (2) The same product is available somewhere else at a better price
- (3) Items bought by mistake or no longer needed
We will charge up to 100% of the item’s price as the restocking fee, depending on the return time frame and the condition of the returned item. The following are the restocking fees for different return scenarios:
- (1) If the buyer changes mind about the purchase and returns the product in its original condition within the return period, we will charge 20% of the product amount as restocking fee.
- (2) The buyer changes their mind and returns the product within the return window received by us is damaged or different, we will charge up to 50% of the product amount as restocking fee.
- (3) For items that are in their original condition after the return period has expired, we will charge up to 80% of the product amount as a restocking fee.
- (4) For items that are found to be damaged or non-conforming after the return period has expired, we will charge up to 100% of the product amount as a restocking fee.
If you encounter any problems during shopping on our website, please contact us at [email protected] for a solution. Issue a dispute (such as PayPal dispute) will not be helpful to speed up problem solving.
If you have any questions about our Return & Refund Policy, please contact us at [email protected]
