Return and Exchange Policy
Refunds and Exchanges
There are 2 reasons for return problems:
1. The customer has product quality problems or transportation damage after receiving the goods.
In case of such problems, we will refund 100%. Or communicate with customers. After obtaining the consent of customers, we will mail new products for replacement free of charge.（Note: these replaced products or parts will be transported by air. (you will receive the replaced products or parts within 9-14 working days）
2. After receiving the product, the customer feels inappropriate or dislikes it.
In such cases, customers need to mail the products to our warehouse at their own expense, and we will deduct the freight we paid for the products in the early stage from the refund.In addition, there are no other expenses.
Eligible partial / full refund and replacement
-Any product is not in the original state, which means that the parts are damaged, lost or missing. Not because of our mistakes.
-Any product is different from the description of the product.
-Any product returned to the sender without delivery.
-No products were delivered within 60 days.
All of the above products are eligible for partial / full refund and replacement.
Not Refundable
Gift card
Shopping center Credit Points
Upon receipt of the product, the customer has installed, used or assembled the product.
More than 30 natural days after receiving the product
Order cancellation
The order can only be cancelled within 3 hours after the order is confirmed. The customer does not have to pay any fee. We will refund all fees paid by the customer within 10 hours. Three hours after the order is confirmed, we will not refund. Please note that.
Please note that after the order is successful, the order confirmation and delivery confirmation information will be sent to your registered email address or mobile phone number.
The order confirmation information will be sent to the email address or mobile phone number registered when you place the order. You will receive this message as soon as the order is placed successfully.
Within 2-3 days after receiving the order confirmation information, we will send the delivery confirmation information through your registered email address or mobile phone number. Please remember to check.
If you do not receive the above information or email, please check your spam first or contact us at the first time support@kokolamp.com
Return policy
Our insurance policy is valid for 30 days (natural days). If you have received the goods according to your tracking number for 30 days, I'm sorry, we can't refund or exchange for you. We regret this. You must inquire within this time window to be eligible for return or exchange.
To qualify for return, your item must be unused and in the same condition as the item you received. It must also be in the original packaging.
Our return process (7 steps in total)
Step 0: please read our above return policy carefully to determine whether your order meets the refund / return conditions.
Step 1: please send it to our mailbox support@kokolamp.com Submit a query to explain the reason for the return. Attach pictures or videos of the product. We do not accept refunds for damaged products.
Step 2: we will confirm the refund amount you are eligible for according to your return reason and the products in the order.
Step 3: we will provide the specific return address. If you do not follow our advice, we will not be able to refund you.
Step 4: you need to ship the goods at your own expense. We do not bear the return freight or provide prepaid labels. Please print your order confirmation email first and include it in the return package. So that we can accept your returned products.
Step 5: contact us by email, support@kokolamp.com, you have sent a return. And inform us of the tracking number of the returned package and the time of transportation.
Step 6: we will process the returned products within 3-6 working days after receiving your return package.
Step 7: Once the product is received, it is unused, undamaged, and in its original packaging.after the processing is successful, a refund will be made at the first time and you will be notified by email.Your funds will arrive at the time specified by your third-party payment company.
Refund (if applicable)
If you are approved, your refund will be processed and automatically applied to your credit card or original payment method within a certain number of days. When you do not receive your refund, please pay attention to check the collection information of your payment institution.
Late or missing refund (if applicable)
If you have not received a refund, please check your bank account again.
Then contact your credit card company or your banking organization. It may take some time for the refund to be officially announced.
It usually takes some processing time before issuing a refund.
If you have completed all these steps but have not received a refund.Don't worry, please contact us immediately support@kokolamp.com. We will help you solve this problem at the first time.
We attach great importance to the customer's after-sales experience. We attach great importance to both the quality of goods and the use experience of products. If you encounter such problems, please contact us at the first time.
Contact information
- Email: support@kokolamp.com
- Phone: +1(213)265-5811
- Hours: Mon-Fri: 9:00 AM - 6:00 PM