Refund Policy

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 return 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) and must not be used. Additionally, return refunds may be subject to a restocking fee, please refer to the Restocking Fee section below for details.

Order cancellation within 24 hours

  • You need to send us the order number and invoice by email. 
  • Please do not initiate any PayPal cases and credit card chargebacks, we will do our best to help you resolve the issue.

Orders can be canceled or modified within a limited time of 24 hours, but once the order is shipped, cancellation is not allowed. For the forcible cancellation of the order, you need to pay a shipping fee. Once an order paid for expedited shipping is shipped, shipping charges are non-refundable and the customer is responsible for return shipping costs.

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.
  • All orders and packages that have been shipped are not subject to cancellation.
  • Any shipping fee for returns is borne by you, the customer.

The Following Types Of Items And Orders Do Not Qualify For Returns And Refunds 

  • light bulbs
  • products that are customized for you.

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 14 days since the product is damaged.

How To Initiate The Return & Refund

To initiate the return process, please send an email to support@kikilighting.com, clearly stating your situation and specifying the product (product photos are required) 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 support@kikilighting.com.

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 support@kikilighting.com. 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. 

Gifts

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. 

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.

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. If you do not want a replacement, the order will be considered a return and subject to a restocking fee of up to 35%.

Refuse Shipments

If an order has already been shipped and you refuse to receive it, you are responsible for the shipping 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.com shall reserve the right to provide the correct product within a period of up to 8 weeks after receiving your email. kikilighting will resend the customer the correct product. The cost of return needs to be borne by the customer. 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.
  • The above does not apply to man-made damage. Man-made damage requires the purchase of accessories separately. Shipping costs are borne by the customer.

Order Placement

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 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 support@kikilighting.com

Customer service will reply to your email within 24 hours on weekdays. Responses on weekends and other holidays will be delayed by 24-48 hours. Please pay attention to your inbox or spam after sending the email.

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, Fast Shipping, FedEx, and other fast shipping methods) if it has been shipped. Shipping costs are non-refundable.

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.

Order Processing Times:

1. Free Shipping

Process Time: 1-2 Weeks

2. Fastest Shipping

Process Time: 1-3 Days

3. Expedited Shipping

Process Time: 1 Weeks

If you have any questions, please contact our customer service support@kikilighting.com to learn more

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