This Return & Refund Policy applies to all lighting products purchased directly from CUETEKS through our official website. We want you to shop with confidence. This policy outlines our return, exchange, and refund procedures in a clear and fair manner.
30-Day Commercial Return Policy
You may request a commercial return or exchange within 30 days of receiving your item, subject to the conditions below. This voluntary policy is additional to your statutory rights; it does not limit your legal right of withdrawal or remedies for faulty goods.
To be eligible for a return, the item must be:
- Unused and uninstalled
- In its original condition and packaging
- Returned with valid proof of purchase
Return Reasons & Shipping Responsibility
Returns are generally categorized as follows:
1. Quality Issues or Shipping Damage
- Manufacturing defects
- Damage incurred during transportation
- Incorrect item received
In these cases, CUETEKS will cover all return shipping costs and offer either a free replacement or a full refund.
2. Customer Preference / Change of Mind
If a return is requested for personal reasons, including but not limited to:
- The product does not meet personal expectations
- Incorrect size or color selection
- Ordering the wrong item or quantity
- No longer requiring the product
The customer is responsible for return shipping costs. Original shipping fees are non-refundable.
Inspection Upon Delivery
Please inspect your order upon delivery. If you receive a damaged, defective, or incorrect item, contact us as soon as possible so we can assist you promptly.
Items Eligible for Return or Refund
You may be eligible for a return, refund, or replacement if:
- The item arrives damaged or defective
- The item meets the 30-day return conditions and has not been used
- The shipment is returned to sender as undeliverable
- The order has not been delivered within 30 days
In such cases, CUETEKS will cover all related costs and provide a full refund or replacement.
Items Not Eligible for Return
The following items are not eligible for return, except where required by applicable law:
- Custom, bespoke, or made-to-order products
- Light bulbs or consumable accessories
- Items that are not in original condition or packaging
For non-returnable items, any return shipping costs are the responsibility of the customer. Shipping charges are non-refundable.
Order Cancellation
Orders may be canceled within 24 hours of order confirmation.
Once an order has been processed or shipped, cancellation is no longer guaranteed. If your order has not yet shipped, please contact us promptly and we will do our best to assist.
How to Start a Return
- Contact us at [email protected] with your order number and reason for return
- We will review and confirm whether your request is eligible
- If approved, return instructions and the return address will be provided
- Please ship the item back within the approved timeframe
Exchanges
To receive a replacement as quickly as possible, we recommend returning the original item and placing a new order once the return is approved.
EU & UK: Statutory Right of Withdrawal
Where the statutory right applies, consumers in the EU and UK may notify us of withdrawal within 14 days of receiving the goods, without giving a reason, and return them within 14 days after that notification. Statutory exceptions may apply, including goods made to your specifications or clearly personalised. Contact [email protected] to exercise this right.
The unused, uninstalled and original-packaging conditions above apply to our voluntary commercial policy, not as absolute conditions on statutory withdrawal. You may inspect goods as legally permitted; compensation for diminished value may apply to handling beyond what is necessary. Refunds under statutory withdrawal include standard outbound delivery and follow the applicable legal deadlines; we may withhold reimbursement until the goods or evidence of return are received, where permitted. Return costs and exceptions are governed by applicable law. Nothing in this policy reduces mandatory consumer rights.
Refunds
Refunds are processed after the returned item has been received and inspected.
Once approved, refunds will be issued to the original payment method within 5 business days. Processing times may vary depending on your bank or payment provider.
If more than 10 business days have passed since approval, please contact us at [email protected].
Contact Us
If you have any questions regarding this Return & Refund Policy, please contact our customer support team:
Email: [email protected]
Working Time: Monday–Friday, 9:00 AM–6:00 PM (GMT+8)
We aim to respond to inquiries within 24 hours on business days.
