Return & Refund Policy

At kiloeter®, we want you to shop with confidence and feel comfortable with every lighting purchase. If you experience any issue with your order, our customer support team is here to assist you.

For assistance, please contact us at service@kiloeter.com.

Order Processing

After your payment has been successfully confirmed, please allow 1–2 business days for your order to be processed.

Orders placed on weekends or public holidays will begin processing on the next business day.

Once your order has been shipped, you will receive a shipping confirmation email containing your tracking information.

Order Cancellations

You may request to cancel your order within 24 hours of placing it.

After the 24-hour cancellation period, your order may already be processing or prepared for shipment, and we cannot guarantee that the cancellation request can be completed.

To request a cancellation, please contact us as soon as possible:

Email: service@kiloeter.com

Returns

You may request a return within 14 days of receiving your order.

To qualify for a return, the lighting product must:

• Be unused and in its original condition
• Show no signs of installation, modification, or damage caused after delivery
• Include all original parts, accessories, manuals, mounting hardware, and components
• Be returned in the original packaging whenever possible
• Be securely packed to help prevent damage during return shipping

For lighting fixtures that require installation, please carefully check the product, dimensions, color, and compatibility before installation.

Products that have been permanently installed, modified, rewired, cut, drilled, painted, or otherwise altered may not be eligible for change-of-mind returns.

Certain items may also be excluded from change-of-mind returns where clearly stated on the product page, including:

• Customized or made-to-order lighting
• Personalized products
• Clearance or final-sale items
• Products that cannot be resold due to installation or modification

Please contact our customer support team before returning any item.

How to Request a Return

To request a return, please email service@kiloeter.com and provide the following information:

• Your order number
• The product you would like to return
• The reason for the return
• Clear photographs of the product
• Photos of the packaging, where applicable
• Photos showing any damage, defect, or incorrect item received

Our customer support team will review your request and provide the appropriate return instructions.

Please wait for our approval before sending your package.

Do not send returned items directly to our registered company address unless our customer support team has specifically instructed you to do so.

Refunds

Once your returned product has been received, our team will inspect it and notify you of the status of your refund.

If your refund is approved, it will be issued to your original payment method within 3–7 business days.

Please note that your bank, credit card company, or payment provider may require additional processing time before the refund appears in your account.

Original shipping charges are generally non-refundable unless otherwise required by applicable law or unless the return is due to an error on our part.

Damaged, Defective, or Incorrect Items

Lighting products may contain delicate components such as glass shades, bulbs, metal fittings, electrical parts, or decorative finishes.

If your order arrives damaged, defective, incomplete, or incorrect, please contact us at service@kiloeter.com as soon as possible.

Please include:

• Your order number
• A brief description of the issue
• Clear photographs of the product
• Photos showing the damaged or defective area
• Photos of the outer packaging and internal protective packaging
• Photos of the shipping label, where relevant

Our customer support team will review your case and provide an appropriate solution.

Depending on the circumstances, the solution may include a replacement part, replacement product, refund, or another suitable resolution.

Missing Parts or Components

If your lighting product is missing mounting hardware, accessories, instructions, or other components, please contact us before attempting installation.

We may be able to provide replacement parts or another suitable solution without requiring the entire product to be returned.

Installation and Compatibility

Before installing a lighting product, please review the product specifications carefully, including:

• Product dimensions
• Voltage requirements
• Bulb type and wattage
• Mounting requirements
• Indoor or outdoor suitability
• Ceiling or wall compatibility
• Included accessories and hardware

We recommend that electrical lighting fixtures be installed by a qualified professional where required by local regulations.

Returns related to incorrect installation, unauthorized modification, improper electrical connection, or misuse may not qualify for a refund.

Return Shipping Costs

Customers are generally responsible for return shipping costs for change-of-mind returns.

If you receive a damaged, defective, incomplete, or incorrect product, please contact us before returning it.

Our customer support team will review the situation and provide the appropriate return instructions.

We do not charge a restocking fee.

Packaging Requirements

Lighting products can be fragile, especially items containing glass, ceramic, or delicate decorative components.

Please retain the original packaging until you have inspected your order and confirmed that the product is suitable.

When returning a product, please use appropriate protective packaging and securely pack all parts to reduce the risk of damage during transit.

Products damaged due to insufficient return packaging may affect refund eligibility where permitted by applicable law.

Contact Us

If you have any questions about returns, refunds, cancellations, damaged products, missing parts, or your order, please contact us:

Brand: kiloeter®
Email: service@kiloeter.com
Phone: +1 (989) 792-5916

Thank you for shopping with kiloeter®.