We want you to love your Ktvlights products. But if you’re having second thoughts, we make returns and exchanges as simple as possible.
1. Order Modifications or Cancellation
After your order has been placed, you have 24 hours to contact service@ktvlights.com and request order modifications, change of address, or a cancellation. After 24 hours, your order has already been placed in order processing and can no longer be modified or canceled.
2. How do I initiate a return?
First email service@ktvlights.com and let us know your order number. We will then provide you with instructions and a return address for you to ship the product back to. Once we receive it, we will issue you a full refund.
NOTE:
Please do not return items to the original shipping address on the shipping label.
We strongly recommend that you ship your product via a trackable shipping method as this will greatly speed up the process.
3. What is the return period?
We provide a refund & exchange period within 30 days of the date that you receive your package.
4. Under what circumstances do I have to pay the return shipping costs?
1) Personal Reason: Dislike/Unsuitable for Return
Yes, you are responsible for all return shipping costs. We recommend that you send your return with a tracking option, because we will not be responsible for lost returns.
2) Quality Problem: Wrong/Damaged Products for Return
No, you don't need to bear the return shipping costs. Please send us an email with your order number details, also the problem pictures. We will look into the case once we receive your email, then offer you some solutions.
5. How to Exchange?
First e-mail us at service@ktvlights.com and let us know your order number. Explain why you want to exchange and exchange what. Our customer service team will look into the case once we receive your email, then offer you some solutions.
6. Do I have to pay for the exchange shipping?
1) If you want to exchange an item without any quality problem for exchange, please send an email to us at service@ktvlights.com with your order number details. We will offer you the return address. But you are supposed to pay the shipping fee and the price difference.
2) If the item you received has any quality problem, such as wrong or damaged products, you don't need to pay for the shipping of exchange. Just send us an email with your order number details, it will be more persuasive if you attach a picture of the packing box containing the shipping information and a picture of the item you received in the email. We will look into the case once we receive your email, then offer you some solutions.
7. When will I receive my exchange?
We will arrange the new order delivery after we have received, and confirmed that the returned products can be also used. All customers must contact us after sending the package back and provide us with the tracking information, in order for us to place the order for your exchange. It takes 1 business days to process all orders. Please use the safe logistics company such as DHL/UPS/USPS/FedEx delivery company, and do as we suggest. Usually orders take 5-7 business days to be delivered with standard shipping.
8. Non-returnable products:
- The robot is seriously damaged
- Damaged or missing parts due to no fault of ours
- Any product returned more than 30 days after delivery
9. Refunds (only if applicable):
* Once we accept your return request, please return the products to our company at the address provided by our customer service team. We will make a refund after our warehouse receives the returned products and checks the products could be available for sale again. Please be assured that the refund will normally be completed within 7 working days.
* Once your refund is approved, your PayPal account or credit card will receive a refund from us (Within 7 Working days).
* If you still have not received a refund, please check your account number or contact your credit card bank account. It may take several business days for your credit card account to announce your refund details.
* If your refund is delayed or lost, please contact us in time. Our email address is: service@ktvlights.com.
10. Late or missing refunds (only if applicable):
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at service@ktvlights.com
