Refund policy
Returns & Cancellations
We offer a 30-day return window on eligible items. If something isn't right, we'll help you resolve it.
Return Eligibility
Returns must be requested within 30 days of delivery. Items must be unused, uninstalled, and in original packaging with all components included. Once approved, the return must be shipped back within 7 days.
Category Conditions
- Lighting — returnable if unused and in original packaging. Custom-finished lighting is final sale.
- Furniture — most furniture is made to order and final sale. In select cases, unopened pieces may be eligible for store credit within 7 days of delivery, subject to approval.
- Décor — eligible if unused and in original packaging. Customised or personalised items are final sale.
- Sale items — eligible for store credit only.
Return Costs
Return shipping is customer-covered. A 20% restocking fee applies to approved returns. Items returned in non-original or damaged condition may incur a fee of up to 35%.
This allows us to provide complimentary outbound delivery on all original orders.
Non-Returnable Items
- Made-to-order or customised items
- Light bulbs and electrical accessories
- Used, installed, or modified items
- Soft goods (pillows, throws, upholstered pieces)
- Final sale, open box, or resale items
How to Return
- Email support@kiyoshiki.com with your order number, reason for return, and clear photos of the product and packaging.
- We'll confirm eligibility and provide the return address.
- Ship with tracked and insured delivery within 7 days of approval.
- Once received and inspected, refunds are processed within 3–5 business days to the original payment method. Outbound delivery costs and transaction fees are non-refundable.
Damaged or Faulty Items
Damages or defects must be reported within 48 hours of delivery. Retain all original packaging. We'll arrange replacements or parts as appropriate. If a return is preferred over a replacement, restocking fees may apply.
Cancellations & Modifications
Orders may be cancelled or modified within 24 hours of purchase. After 24 hours your order may already be processing — you may still request a return once it arrives, in line with this policy.
Incorrect Items
If you receive an incorrect item, notify us within 48 hours of delivery. We'll arrange for the correct item to be shipped at no additional cost.
EU Withdrawal Rights
If you are based in the European Union, you have the right to withdraw from your order within 14 days of receiving your item, without giving a reason. This is your statutory right under EU consumer law and applies in addition to our standard 30-day return window.
To exercise your right of withdrawal, notify us within 14 days of delivery by emailing support@kiyoshiki.com with your order number and a clear statement that you wish to withdraw. You then have a further 14 days to return the item to us.
We will refund the original purchase price, including standard outbound delivery costs, within 14 days of receiving the returned item or proof of return — whichever comes first. Return shipping costs are your responsibility. If you chose an enhanced delivery option, only the cost of standard delivery is refundable.
The right of withdrawal does not apply to:
- Made-to-order or customised items produced specifically to your specifications
- Items that have been used, installed, or are not in their original condition
- Sealed goods that are not suitable for return once opened for hygiene or health protection reasons
If you have any questions about your rights, email support@kiyoshiki.com and we'll respond promptly.
