Return & Refund Policy

At KLOE Lighting, we strive to ensure our customers are satisfied with their purchases. Please review our policy below, detailing modifications, cancellations, returns, and refunds to help you navigate any return or refund needs.

1. Order modification

  • You may modify order details, including color, dimensions, shipping address, or contact information, within 48 hours of placing the order.
  • Once an order has shipped, modifications are not possible.

2. Order cancellation

  • Orders may be canceled free of charge within 48 hours.
  • After an order has shipped, cancellations are no longer permitted. If you wish to cancel, you will incur a fee of 30%-50% of the order amount, covering storage, preparation, and shipping costs, which will be deducted from your refund.

3. Return policy

If you wish to return an item, you may do so within 14 days of receiving it. Please note the following guidelines:

  • Condition requirements: Items must be unused, in their original packaging, and include all accessories to be eligible for a return.
  • Shipping fees: Return shipping costs are the responsibility of the customer and will be deducted from the final refund.
  • Return timeframe: Once return approval is granted, items must be shipped within 7 days.
  • Non-eligible returns: Returns of damaged, soiled, or used items are not accepted. If the return is non-compliant, we reserve the right to refuse the return.

Items excluded from return:

  • Customized products created according to customer specifications (unless manufacturer defects are present).
  • Accessories, such as light bulbs.
  • Bulk purchases (three or more identical items) are non-returnable. We recommend ordering a single item initially to assess product suitability before purchasing in quantity.

4. Color and size variations

Please note that colors may vary slightly due to monitor settings, and dimensions may have minor variations due to manual measurements. Actual product characteristics may differ slightly from website listings.

5. Return process

To initiate a return:

  • Email customers@kloelighting.com with a description of the item and the reason for return.
  • After review, we will confirm your return eligibility via email and provide return instructions, including the return address.
  • Ship the item back within 7 days, covering the shipping cost. Provide us with the tracking number and link once sent.
  • Upon receiving the item, we will notify you if it meets our Return & Refund Policy and, if approved, proceed with the refund.

6. Refund process

  • Refunds are issued to the original payment method. PayPal refunds typically process within 1-2 days, while credit card refunds may take 3-5 days.
  • Shipping fees are non-refundable, and any exchange rate fluctuations may affect the refund amount.

7. Restocking fees

Restocking fees may apply in certain scenarios:
Within the return period:

  • A 20% restocking fee applies for returns due to change of mind within the return period.
  • A 50% restocking fee applies if the item is returned damaged or altered from its original condition.

After the return period:

  • An 80% restocking fee applies for items in original condition.
  • A 100% restocking fee applies if the item is damaged or non-compliant.

8. Damaged or incorrect items

If your item arrives damaged or differs from what you ordered:

  • Damaged items: Damages such as broken glass or dents do not classify as defects. In such cases, we offer replacement glass or shades at no additional charge. If you prefer a refund instead, a 35% restocking fee will be applied.
  • Incorrect items: Notify us within one week of receipt. We will cover all return shipping costs for the incorrect item and send the correct one within 8 weeks. If you prefer a refund rather than an exchange, a 35% restocking fee will apply.

9. Manufacturer defects

If an item has a manufacturer defect, we reserve the right to repair the item at no cost. If repairs cannot resolve the issue, we will provide a replacement at no extra charge.

10. Return address

The return address will be provided based on your location once your return is approved. Do not return items without first receiving confirmation and instructions from KLOE Lighting, as we are not responsible for unauthorized returns.

11. Refusing delivery

If you choose to refuse delivery of an order that has already shipped, a cancellation fee of 30%-50% will be deducted from your refund.

For questions or further assistance, please contact us at customers@kloelighting.com, and we’ll be happy to help.