30-Day Return Policy
We want you to feel like every item is the perfect match for your home. If it’s not the right fit, we’ll help you get it sorted and have you on your way, please contact us first at: sales@kimi-lighting.com.
You can return most items for a refund or store credit within 30 days of delivery. The item must be in its original condition and packaging to be accepted. Returned product must be in its original package and in new/unused condition to qualify for any refund. If the product has been installed already, it can not be returned. Customized items are not eligible for return as well.
To return a purchase, please follow the directions below.
Within 30 days after you receive the goods, if there is any manufacturer defect in the goods, please contact us immediately and take photos and videos for us to check. After verification, you may return fullrefund of any lighting equipment or related products.
If there is no manufacturer defect and you want to return it for other reasons, you can still return them. However, since there is no defect of the manufacturer, you are responsible for paying the return freight and ensure that the product is sealed in the original packaging and in the resale state. Once we receive the product and confirm that it is in resalable condition, we will issue the fullrefund to you.
We are unable to accept returns on custom modifications, or on any special order item (any item or style not listed on our website).
If returned products arrived damaged or used we will not be able to provide a refund. For this reason, we strongly advise you to use an insured, traceable shipping method to return items.
Please note that if the returned products are not packed in the original packaging, or the installed products have broken wires and loose crystals, we will charge you a replenishment fee.
Return Steps
Please follow the steps below to return any part of your order in accordance with our return policy.
1. Process Your Return
Reply your order confirmation email and specify which items you want to returning. Also, please include reasons for the return and indicate whether you prefer a refund, a credit, or a replacement item.
Our customer service team will process your request and provide the right shipping address for you to ship to for the return.
2. Packaging
Ensure that all components of all items being returned are thoroughly sealed in their original packaging, including all original packaging material.
3. Shipping
Before shipping, please take pictures of inside and outside of the packages as records to show that products are indeed in its original condition. We strongly suggest to have insurance just in case that package are damaged during the shipping process back to us.
For shipping, feel free to ship the product back to us with your choice of shipping carrier. (You do have to pay for the shipping cost. )
After ship it, please take a picture of the receipt along with the tracking number and send to us at sales@kimi-lighting.com.
Once we receive and inspect the return, we will issue the refund within 10 business days. We will send you an email confirmation as well once the return is completed.
Refunds
After we receive the product(s) you returned, we need 7 business days to check the damage and restock. After the inspection, we will refund accordingly.
For store credit and gift card refunds, we’ll credit your account within 1 business day once we’ve received notification that you have returned your product(s).
For credit card refunds, we’ll begin issuing your refund once we’ve received notification that you have returned your product(s). Most banks will process the refund within 3-5 business days.
For all other refund methods, please allow up to 2 weeks for us to fully process your return and issue your refund.
If the returned product(s) cannot be resold due to damage or use, we will not be able to provide a refund.
Cancellation of Order
For non-customized order, you can cancel for free within 24 hours after you place the order by replying your order confirmation email. After that, you can still cancel it as long as the products have not been shipped out. Once the product is shipped out, order can not be cancelled.
For customized items, they are not eligible for cancellation.
THE FOLLOWING TYPES OF ORDERS DO NOT QUALIFY FOR CANCELLATION, RETURN OR REFUND:
Products and Invoices Labeled 'Made to Order', Special purchases, such as: Custom Quotes.
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