This Shipping Policy applies to all lighting products purchased directly from CUETEKS through our official website.

Delivery Regions

CUETEKS ships to the United States, Canada, the United Kingdom, Australia, the Middle East, Russia, and most European countries.

Please note that additional shipping fees may apply to remote or special regions (such as Iceland). All applicable shipping costs will be calculated and displayed at checkout.

At this time, we do not ship to Ukraine. We appreciate your understanding.

Global Logistics & Warehouses

To ensure reliable and efficient delivery, CUETEKS operates a global logistics network supported by warehouses and fulfillment partners across multiple regions.

Depending on real-time inventory availability, orders may be shipped from the United States, Europe, or Asia.

Estimated Delivery Times by Region

Processing Time: 1–2 business days
Estimated Transit Time (after dispatch):
• United States & Canada: 7–12 business days
• United Kingdom & Europe: 7–12 business days
• Australia: 9–13 business days
• Middle East & Russia: 9–13 business days

Delivery times are estimates and may vary due to customs clearance, weather conditions, or local carrier delays.

• Order Processing: Orders are typically prepared within 1–2 business days. Customized or made-to-order lighting products may require additional preparation or production time. Once shipped, a confirmation email with tracking details will be sent.
• Split Shipments: Orders containing multiple items may be shipped separately from different warehouses to reduce overall delivery time. Separate tracking numbers will be provided if applicable.

Shipping Costs

CUETEKS offers free Standard Shipping on eligible orders. For Standard Shipping, all shipping costs are covered by the seller and no additional shipping fees are charged at checkout.

Expedited Shipping is available for customers who require faster delivery. Expedited shipping fees are not included in free shipping and must be paid by the buyer.

Expedited shipping costs vary depending on destination, package size, and carrier availability. Exact fees will be clearly confirmed before order confirmation or displayed at checkout.

Please note that expedited shipping fees are non-refundable once the order has shipped, as these charges are paid directly to the courier.

Order Tracking

Once your order has shipped, you will receive a confirmation email with your tracking number(s). Please allow 1–3 business days for the carrier to update tracking information.

Address Changes & Responsibility

Due to fast order processing, CUETEKS follows a strict address change policy:

• Within 2 Days of Order Placement: Address changes may be requested free of charge within 2 calendar days.
• After 2 Days: Address changes cannot be guaranteed. If the shipment has already been collected by the carrier, any rerouting fees will be the customer’s responsibility. If unpaid and the package is returned, related costs may be deducted from the refund.

Expedited Shipping Options

For urgent orders, expedited delivery via DHL or UPS Express is available, with an estimated delivery time of 6–10 business days. Please contact us for a shipping quote before placing your order.

Expedited shipping fees are non-refundable once the order has shipped.

Delivery Issues & Shipping Protection

• Damage During Transit: If your item arrives damaged, please contact us within 48 hours of delivery. We will offer replacement parts, a replacement item, or a full refund where appropriate.
• Lost or Misdelivered Packages: If tracking shows a package as delivered but it cannot be located, a carrier investigation must be initiated within 7 days. Once confirmed lost (excluding theft after delivery), we will reship the order at no additional cost.
• Undeliverable Packages: If a package is returned due to an incorrect address or failed delivery attempt, you may choose to pay for reshipping or receive a refund after return processing.

Customs Duties, Import Taxes & VAT

For United States Customers

For Standard Shipping, customs duties and import-related charges are typically prepaid by CUETEKS, allowing delivery without additional charges.

If Expedited Shipping is selected, U.S. Customs may assess additional duties or import fees. Unless otherwise stated at checkout, such charges will be the buyer’s responsibility.

For International Customers

For Standard Shipping to Canada, the United Kingdom, and most European Union countries, import duties and applicable VAT are covered by CUETEKS.

For expedited shipping methods, customs authorities may impose additional duties, taxes, or clearance fees, which will be the buyer’s responsibility unless otherwise stated.

Shipping Exclusions

At this time, we do not ship to all African countries, all South American countries, or certain regions including Afghanistan, India, Iraq, and select island territories.

These exclusions are due to carrier limitations, logistical constraints, or local import regulations.

Questions?

If you have any questions about shipping, delivery timelines, or logistics, please contact our customer support team:

Email: [email protected] 

We aim to respond to inquiries within 24 hours on business days.

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

1. Contact us at [email protected] with your order number and reason for return
2. We will review and confirm whether your request is eligible
3. If approved, return instructions and the return address will be provided
4. 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.