Return & Refund Policy

At Kaito & Co, we want you to be completely satisfied with your purchase. If you’re not entirely happy, we’re here to help.

Returns

We offer a 30-day return policy. This means you have 30 days from the date your order is delivered to request a return.

To be eligible for a return, your item must:

• Be unused and in the same condition as received.
• Be returned in its original packaging with all accessories and components included.
• Be free from signs of installation, damage, or misuse.
• Be accompanied by proof of purchase.

To request a return, please contact us at support@kaitoandco.co.uk before sending your item.

Returns should be sent to:

Kaito & Co

Danida Group Ltd
8 Mosman Place
Aberdeen AB24 4LG
United Kingdom

Please do not return any items without first contacting us. Returns sent without prior authorisation may not be accepted.

Return Shipping

If your return request is approved, we’ll provide instructions on how to return your order.

Unless the item is faulty, damaged, or incorrect, return shipping costs are the customer’s responsibility.

We recommend using a tracked delivery service, as we cannot accept responsibility for items lost during return transit.

Damaged, Faulty or Incorrect Items

Please inspect your order as soon as it arrives.

If your item arrives damaged, faulty, or you receive the wrong product, please contact us as soon as reasonably possible with:

• Your order number.
• A description of the issue.
• Clear photographs of the product, packaging, and shipping label where applicable.

We’ll review the issue promptly and arrange an appropriate solution, which may include a replacement, repair, or refund in accordance with your statutory rights.

If you notice damage or a defect, please do not install or use the product before contacting us.

Product Variations

Many of our lighting collections feature natural materials such as stone, travertine, wood, linen, or hand-finished components.

Natural variations in colour, veining, texture, grain, or finish are part of the character of these materials and are not considered manufacturing defects.

Product colours may also appear slightly different depending on your screen or device settings.

Non-Returnable Items

We cannot accept returns for:

• Custom-made or personalised products.
• Gift cards.
• Clearance or final sale items unless they are faulty.
• Products that have been installed, modified, or damaged after delivery (unless a manufacturing fault exists).

Exchanges

We currently do not offer direct exchanges.

If you would like a different item, please return your eligible product for a refund and place a new order.

European Union Customers

If your order is delivered to a country within the European Union, you have the right to cancel or return your purchase within 14 days of delivery in accordance with applicable consumer protection legislation.

Returned items must be unused, in their original condition and packaging, and accompanied by proof of purchase.

Refunds

Once your returned item has been received and inspected, we’ll notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 10 business days.

Please note that your bank or card provider may require additional time to process the refund.

If more than 15 business days have passed since your refund was approved, please contact us at support@kaitoandco.co.uk.

Order Cancellations

Orders may be cancelled before they have been dispatched.

Once an order has been shipped, it will need to be returned in accordance with this Return & Refund Policy.

Questions

If you have any questions regarding returns or refunds, please contact our customer support team:

Email: support@kaitoandco.co.uk