Return and Refund Policy

Damages and Issues

Please inspect your order upon reception and contact us within 3 days of signing for delivery if the item is defective, damaged, you receive the wrong item, or have missing items, so that we can evaluate the issue and make it right. (Note: For customers in the European Union, your statutory rights regarding defective or damaged goods are fully protected under EU law, and this 3-day notification request does not limit your legal warranty rights.)

Returns & Right of Withdrawal

1. Standard Policy (Global & US Customers)

We have a 15-day return policy, which means you have 15 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, unassembled, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

2. Special Notice for Customers in the European Union (EU)

If you are a consumer residing in the European Union, you have a statutory right to withdraw from your purchase within 14 days without giving any reason.

  • Withdrawal Period: The withdrawal period expires 14 days after the day on which you (or a third party indicated by you, other than the carrier) receive physical possession of the goods.

  • How to Exercise the Right: To exercise this right, you must inform us of your decision to withdraw by an unequivocal statement. You may easily submit your request through our online Order Cancellation & Withdrawal Form.

  • Effects of Withdrawal: If you withdraw from this contract, we will reimburse all payments received from you, including the standard delivery costs (except for supplementary costs resulting from your choice of a delivery method other than our least expensive standard delivery). We will process the refund using the same means of payment as you used for the initial transaction, within 14 days from the day we receive the returned items or proof of return.

How to Start a Return

To start a return, you can contact us via email at kiveninquiry@kivenled.com (or submit the online form if you are an EU customer). If your return is accepted, we’ll send you a shipping address where to send your package.

Items sent back to us without first requesting a return will not be accepted.

Return Shipping and Handling Fees

  • For Non-Quality Issue Returns (e.g., no longer wanted, wrong purchase, personal reasons, etc.): You will need to bear the return shipping cost yourself. We do not charge any return processing fees or restocking fees.

  • For Quality Issue Returns (e.g., product defects, damage, wrong shipment, or missing items, etc.): Kiven Lighting will fully cover all return shipping costs. Please contact our support team with photographic or video proof of the issue before returning the item, and we will provide you with a pre-paid return shipping label or arrange a suitable solution.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method.

Please remember it can take some time for your bank or credit card company to process and post the refund too. Usually, the refund will arrive at your original payment account within 2 to 3 working days after approval.