Refund and Returns Policy

Last Updated: July 13, 2026

1. Overview

This Refund and Returns Policy forms an integral part of our Terms and Conditions and applies to customers who purchase products through our official website or authorized channels.
For B2B bulk purchase orders (e.g., orders exceeding $5,000 or 100 units), the free return or exchange services set forth in this policy do not apply. However, B2B customers are still entitled to product quality guarantees as detailed in Section 6 below.
If there is any conflict between this policy and our Terms and Conditions, the Terms and Conditions shall prevail.

2. Return Eligibility

2.1 Timeframe for Returns
• Standard Orders: Returns are accepted within 30 days from the date of delivery.
• Bulk/Wholesale Orders: For orders exceeding $5,000 or 100 units, the return period is 14 days from the date of delivery.
• Custom/ODM/OEM Orders: Custom-made products are generally non-returnable and non-refundable unless they fail to meet agreed specifications.

2.2 Condition of Returned Products
To be eligible for a return, products must:
• Be in unused, original condition;
• Be in the original packaging with all accessories, manuals, and labels intact;
• Not show signs of installation, modification, or physical damage.

2.3 Non-Returnable Items
The following items cannot be returned:
• Custom-made or special-order products;
• Products modified or installed by the customer;
• Clearance or discontinued items;
• Products damaged due to improper handling, storage, or installation by the customer;
• Products returned after the stated timeframe.

2.4 Restocking Fee
A restocking fee of 15%–25% may apply to returns at the discretion of our operations team, depending on the product type, quantity, and reason for return. You will be notified of any applicable fees before the return is processed.

3. Return Process

To initiate a return, please follow these steps:

3.1 Contact Us: Email our customer service team at koe@koe-lighting.com within the eligible timeframe. Provide your order number, product SKU, quantity, and reason for return.

3.2 Receive Authorization: Our team will review your request and issue a Return Merchandise Authorization (RMA) number if approved. Returns without an RMA number will not be accepted.

3.3 Pack and Ship: Carefully repack the products in the original packaging. Include a copy of the original invoice and the RMA number clearly marked on the outside of the package.

3.4 Ship to Us: Send the package to the following address:
KOE LIGHTING LTD.
Address: 25, Hejing Rd., Dongsha, Liwan Distric, Guangzhou, China 510385
Phone: 86-20-81495509
Note: The customer is responsible for return shipping costs unless the return is due to a defect or an error on our part. Title and risk of loss during return shipment remain with the customer until the package is received by us.

Note: The customer is responsible for return shipping costs unless the return is due to a defect or an error on our part. Title and risk of loss during return shipment remain with the customer until the package is received by us.

4. Inspection and Refund Processing

4.1 Inspection
Once we receive your return, our quality control team will inspect the products within 5-7 business days to verify their condition.

4.2 Refund Approval
• If the return is approved, we will process the refund using the original payment method.
• The refund will be issued within 7–14 business days after approval.
• You will receive a refund confirmation email once the transaction is completed.

4.3 Partial Refunds
Partial refunds may be granted in the following cases:
• Products returned after the eligible timeframe;
• Products with missing parts or accessories;
• Products with damage caused by the customer.

5. Defective or Damaged Products

If you receive a product that is defective or damaged in transit:

5.1 Contact us immediately within 7 days of delivery.

5.2 Provide your order number, product photos showing the defect or damage, and a brief description.

5.3 We will arrange for a replacement, repair, or refund at no additional cost to you.

For detailed warranty terms, please refer to Section 6 below.

6. Warranty Coverage

We provide a quality guarantee for all our products, with the following coverage periods:
• CE-standard products: 5 years
• Non-CE-standard products: 3 years
The quality guarantee period is calculated from the date of delivery.If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

What is covered:

• LED failure due to manufacturing defects;
• Power supply or driver defects under normal usage;
• Mechanical failure under proper installation conditions.

What is NOT covered:

• Damage from improper installation or handling;
• Damage from power surges, electrical faults, or incompatible systems;
• Normal wear and tear or aesthetic changes over time;
• Damage from modifications, repairs, or disassembly by unauthorized personnel;
• Damage from improper storage, handling, or maintenance by the customer.

Important Note:

This quality guarantee covers manufacturing defects and provides technical support, replacement parts, or repair recommendations. This guarantee is not equivalent to a return/exchange service and does not include free returns, exchanges, or refunds. For B2B bulk purchase orders, we do not offer free return/exchange warranty services; however, the above quality guarantee remains fully valid.
To make a quality guarantee claim, please follow the return process outlined in Section 3 of this policy. Inspection and shipping fees shall be borne by the customer (unless the defect is confirmed to be a manufacturing fault).

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

7. Cancellations

• Orders canceled within 24 hours of placement will be fully refunded.
• Orders that have already been shipped cannot be canceled. If you refuse delivery or request a return after shipment, the order will be treated as a standard return, and all related shipping and handling fees shall be borne by the customer.
• Orders canceled after processing but prior to shipment will be subject to a 15% cancellation fee to cover administrative and handling costs.
• Custom/ODM/OEM orders cannot be canceled once production has started.

8. Shipping Errors

If you receive an incorrect item:
8.1 Contact us within 7 days of delivery;
8.2 Do not open or use the item;
8.3 We will arrange for collection of the incorrect item and dispatch the correct item at no additional cost to you.

9. Contact Information

If you have any questions regarding this Refund and Returns Policy, please contact us:
• Email: koe@koe-lighting.com
• Phone: 86-20-81495509
• Address: No. 25, Hejing Rd., Dongsha, Liwan District, Guangzhou, China
Please have your order number and product details ready to help us assist you faster.