Refund policy

REFUND POLICY

We stand behind the quality of our lighting. If you're not completely satisfied with your purchase, you may return your item within 30 days of delivery for a refund.

1. Eligibility

To qualify for a return:

  • Item must be unused

  • In original condition

  • In original packaging with all accessories

  • Must not have been installed, mounted, or wired

  • Proof of purchase is required

Items showing signs of installation or use cannot be refunded.

2. Non-Refundable Items

The following items cannot be returned:

  • Installed or mounted products

  • Products that have undergone electrical work

  • Custom or personalised items (unless defective)

  • Clearance or discounted items

  • Shipping fees (unless the item is defective)

3. How to Request a Refund

  1. Email support@kaitoandco.co.uk

  2. Include your order number

  3. Provide the reason for return

  4. If damaged, attach clear photos

  5. Our team will respond within 24 hours with return instructions

Do not ship items back before receiving instructions — returns sent without approval may not be processed.

4. Refund Processing

  • Refunds are issued within 5–7 business days after we receive and inspect the returned item

  • Refunds are returned to the original payment method

  • Return shipping costs are the customer's responsibility unless the item is defective

5. Delivery Time Is Not Grounds for Refund

Our delivery windows are:

  • Standard Delivery: 10–20 business days

  • Express Delivery: 7–12 business days

Because these timeframes depend on international logistics:

Delivery time alone is not valid for refund unless:

  • The package is confirmed lost, or

  • Delivery exceeds 25 business days for Standard shipping

  • Delivery exceeds 18 business days for Express shipping

This ensures fairness and transparency during international transport.

6. Damaged or Defective Items

If your lighting arrives damaged or defective:

We will arrange a replacement or full refund, including shipping costs.

7. Change of Mind During Delivery

If you change your mind while the order is in transit:

  • Contact us as soon as possible

  • If we can intercept the parcel before delivery, we will refund the order minus shipping fees

  • Once delivered, the standard return policy applies

8. Questions?

We respond within 24 hours.
📩 support@kaitoandco.co.uk