Refund policy

If something isn't right with your order from ktinhau, we want to fix it. This page explains exactly how our return and refund process works — what's covered, what isn't, and what to expect at each step for our lighting products.

1. Return Window

We accept returns within 30 days of delivery.

To be eligible, the item must be:

Unused and in its original condition
Returned with all original packaging, accessories, and any included documentation
Accompanied by valid proof of purchase (your order confirmation email works)

We cannot accept returns for items that show signs of use, have been modified, or are missing parts or packaging.

2. Items That Cannot Be Returned

The following cannot be returned unless they arrive defective or damaged:

Final sale items
Customized or personalized lighting products
Special-order lighting fixtures or components

If any of these arrive with a defect or shipping damage, please contact us within 7 days of delivery and we will resolve it.

3. How to Start a Return

Email us at ktinhau610@gmail.com with the following:

Your name and order number
The reason you'd like to return the item
Photos or video if the item is damaged or defective

We'll review your request and respond with return instructions and the return shipping address. Please do not send anything back before receiving approval — unapproved returns may not be processed.

Approved returns must be shipped within 10 days of receiving our instructions.

4. Who Pays for Return Shipping

We cover return shipping when:

The item is defective or stopped working under normal use
The item arrived damaged
We sent the wrong lighting product

In these cases, we will reimburse your return shipping cost (receipt required) and also refund the original shipping charge.

You cover return shipping when:

You changed your mind
You no longer need the item
The lighting fixture isn't the right fit for your space or project

In these cases, the original shipping fee is not refunded.

We recommend using a trackable shipping method. We are not responsible for return packages lost without proof of delivery.

5. Exchanges

We do not offer direct exchanges. If you need a different lighting product, please return the original item and place a new order. This is generally the fastest way to get what you need.

6. Refunds

Once we receive and inspect your return, we will notify you by email.

If the return is approved: a refund will be issued within 3 to 5 business days to your original payment method.
If the return is not approved: we will explain the reason by email.

What's refunded:

Defective, damaged, or wrong lighting product: full refund including original shipping and return shipping reimbursement
Change of mind or personal preference: item price only; original shipping is not refunded

Please note that after we issue the refund, your bank or payment provider may take additional time to post the funds to your account. This is outside our control.

7. Order Cancellation

You can cancel an order within 12 hours of placing it for a full refund.

After that window, if the order has already been processed or shipped, we are unable to cancel it. If your order has shipped, please wait for delivery and then follow the return process above.

To request a cancellation, email ktinhau610@gmail.com as soon as possible.

8. Damaged or Defective Items

If your lighting product arrives damaged, defective, or incorrect, contact us within 7 days of delivery with:

Your order number
A description of the problem
Photos or video showing the issue

We will offer either a free replacement or a full refund, including all shipping costs. We will not ask you to pay to return a product that arrived broken or wrong.

9. Pricing and Fees

There are no hidden fees, restocking fees, or required subscriptions. The price shown at checkout is the final price. Return eligibility and shipping responsibility are outlined above — no additional charges apply beyond what is stated here.