I want to exercise my right to cancel within 30 days of receiving my parcel.
I need to cancel or change part of my order, which is not shipped yet.
The product I have received is defective or does not match its description.
Step 1 -
Complete the return form
Download the return form, complete it and place it inside your parcel.
Step 2 -
Prepare your parcel
Place the product back in its original box with all components: protective foam, cables, mounting plate, gloves, screws, wall plugs, instructions, etc.
Protect the original box by placing it inside an outer carton with suitable packing materials, as it was when delivered, to prevent any damage in transit.
Step 3 -
Send your parcel
Send the parcel at your own expense to the following address and keep proof of postage:
Kosilum
Customer Service
120 allée des érables
93420 VILLEPINTE
France
The product must be returned complete, unused, in its original packaging and in perfect resale condition. Otherwise, Kosilight reserves the right to make a deduction or even refuse the refund if the product or its packaging is damaged.
Step 4 -
Riceive your refund
Once we have received and inspected your return, your refund will be issued within a maximum of 14 days using the same payment method used for your order.
💡 You are responsible for the return postage costs. If you wish, we can provide a prepaid returns label. £20 will then be deducted from your refund. To request one:
You may cancel all or part of your order provided it has not yet been dispatched.
To do so, contact our customer service team by email, quoting your order number (9 letters) and your request:
● cancel the entire order;
● remove one or more items from the order.
⚠️ It is not possible to add an item to an order that has already been confirmed or to replace one product with another. If you would like a different item, you will need to place a new order.
As we dispatch orders quickly, your order may be sent before we have had time to read your message. If this happens, we will contact you with instructions on what to do next.
Customer satisfaction is our priority! However, occasional breakages or errors can still occur. If this happens, do not worry: our customer service team is here to help.
Within 7 days of receiving the parcel:
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Step 1
Contact us by email with a clear photo or short video showing the issue.
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Step 2
We will reply within 72 hours with a suitable solution.
If a return is required to replace the product, we will cover the return postage costs. Print and complete the returns form and place it inside the shipping carton so that we can identify your order.
If you decline a replacement product or spare part and would prefer a refund, you may exercise your right to cancel. You will then be responsible for the return postage costs.
