Cozy Home Lighting
Last updated: October 15, 2026，
At Cozy Home Lighting, we want our customers to shop with confidence. This Returns & Refunds Policy explains how we handle return requests, refunds, damaged or incorrect products, shipping-related issues, and payment disputes.
This policy applies to eligible purchases made through our website, https://kenuolei.com/. Certain wholesale, custom-made, and project orders may be subject to additional terms agreed upon before purchase.
Nothing in this policy limits any consumer rights that cannot legally be waived.
1. Return Eligibility
Customers may request a standard change-of-mind return within 15 calendar days after delivery, subject to the eligibility requirements outlined below. This period does not limit any rights or remedies available for defective, damaged, or incorrectly supplied products under applicable law.
To qualify for a standard change-of-mind return:
The item must be unused and in its original condition.
Original packaging, accessories, and components should be included.
Proof of purchase or an order number is required.
The return must be authorized by our customer support team before shipment.
Products that have been installed, modified, or damaged after delivery may not qualify for a standard change-of-mind return.
Custom-made products, personalized lighting fixtures, and certain wholesale orders may have different return conditions disclosed before purchase.
These restrictions do not affect applicable rights relating to defective, damaged, or incorrectly supplied goods.
2. Return Request Process
If you have any questions about returns, refunds, damaged products, missing packages, or order-related concerns, please contact our customer support team.
Company / Store Name: Cozy Home Lighting
Website: https://kenuolei.com/
Customer Support Email: zhuqingzhang61@gmail.com
Business Address: Available upon request for legitimate business inquiries.
Customer Service Hours: Please contact us by email at any time. We will respond as soon as reasonably possible during our normal business hours.
Please include your order number, product details, and a description of the issue when contacting us so we can assist you more efficiently.
For approved returns, our customer support team will provide the correct return address and shipping instructions. Please do not return products without prior authorization.
- Your order number.
- Your full name and contact email address.
- The product name or model number.
- The reason for your return request.
- If the item is damaged, defective, or does not meet the stated product specifications, please provide clear photos or videos as supporting evidence.
Our customer support team will review your request and provide the relevant return instructions.
Please do not ship any items back until you have received return authorization and the correct return shipping address.
For approved return requests, we will provide detailed instructions regarding packaging, shipping arrangements, and any applicable return shipping costs.
We appreciate your business and are committed to handling customer concerns fairly, professionally, and transparently.
3. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or different from the product ordered, please contact us as soon as reasonably possible.
We recommend reporting visible shipping damage within 48 hours of delivery to help preserve carrier evidence. This is not a deadline that removes your applicable legal rights.
Please provide photographs of the product, packaging, shipping label, and affected components where available.
After reviewing the information, we may arrange an appropriate solution, including:
- Replacement parts.
- A replacement product.
- A repair or other suitable remedy.
- A partial or full refund, where appropriate.
Where a product is confirmed to be defective, damaged in transit, or incorrectly supplied, we will provide remedies consistent with applicable law.
Customers should retain the original packaging until the issue has been reviewed whenever reasonably possible.
4. U.S. & China Warehouse Returns
Our lighting products may be fulfilled through different suppliers and warehouse locations, including facilities in the United States and China.
U.S. Warehouse Orders
Products shipped from a U.S. warehouse are not necessarily eligible for return to that same warehouse.
Approved return addresses and procedures depend on the product, supplier, and available return arrangements.
China Warehouse Orders
Products fulfilled through China-based suppliers may require different return procedures, including international shipping arrangements.
Customers must contact us before returning any product internationally.
Return Shipping Costs
For approved change-of-mind returns, customers may be responsible for return shipping costs where disclosed and permitted by applicable law.
For defective, damaged, or incorrectly supplied products, shipping costs and remedies will be handled according to applicable legal requirements and the circumstances of the claim.
We will provide the applicable return address and instructions after reviewing the request.
5. Lost or Undelivered Packages
If your order has not arrived by the expected delivery date, please contact us with your order number.
We will review the available shipment information, including:
- Carrier tracking records.
- Shipment and transit updates.
- Delivery status.
- Available carrier investigation results.
- Relevant supplier and fulfillment records.
Where appropriate, we will contact the carrier or fulfillment partner to investigate the shipment.
If a package is confirmed lost in transit or has not been delivered, we will provide an appropriate resolution, which may include replacement or refund, subject to applicable law.
Customers are not required to resolve a supplier or carrier claim themselves before exercising their applicable consumer rights.
6. Delivered but Missing Packages
If tracking information shows that your package was delivered but you cannot locate it, please contact us promptly.
We recommend checking the delivery location, nearby entrances, household members, building reception, and any available carrier delivery notices.
Our team may review:
- Carrier delivery confirmation.
- Available delivery photographs.
- Tracking history and delivery timestamps.
- Signature records, where available.
- Carrier investigation results.
A delivered tracking status is relevant evidence but does not automatically determine the outcome of every claim.
Where package theft, delivery error, or unauthorized collection is suspected, we may request reasonable additional information to assist the investigation.
We review each case based on available evidence, applicable payment-provider rules, and consumer protection requirements.
We do not automatically deny all claims involving packages marked as delivered.
7. Refund Processing
Once an eligible return is received and inspected, or another refund claim has been approved, we will notify you of the outcome.
Approved refunds will generally be issued to the original payment method used for the purchase.
For payments made through PayPal, refunds will be processed through the applicable PayPal transaction whenever possible.
Refund processing may depend on the payment provider and the customer’s financial institution.
Processing Time: Once your refund request has been approved, we will normally initiate the refund to your original payment method within 5 business days. The actual time for the funds to appear in your account depends on PayPal and your bank’s processing times.
For approved change-of-mind returns, original shipping charges may be non-refundable where disclosed and legally permitted.
If a partial refund is appropriate, we will explain the amount and reason before processing it.
Any refund required by applicable law will be handled within the legally required timeframe.
8. PayPal Disputes & Buyer Protection
Cozy Home Lighting accepts payments through PayPal.
We encourage customers to contact our support team first so we can review and attempt to resolve any order-related concerns promptly.
However, customers retain their rights to open eligible disputes through PayPal, their payment provider, or other legally available channels.
For payment disputes, we may provide relevant transaction and fulfillment documentation, including:
Order confirmation and payment records.
Shipping and tracking information.
Proof of shipment or delivery.
Delivery confirmation or signature evidence, where available.
Customer communication records.
Supplier and carrier investigation results.
PayPal Buyer Protection and Seller Protection are governed by PayPal’s applicable terms, eligibility requirements, and dispute procedures.
Seller Protection is not guaranteed for every transaction or claim.
If suspicious or inconsistent refund activity is identified, we may conduct a reasonable investigation and provide supporting evidence to the payment provider.
We will not reject legitimate refund claims solely because a customer has opened a payment dispute.
- Contact Us
If you have questions about returns, refunds, shipping issues, or your order, please contact:
Cozy Home Lighting
Website: https://kenuolei.com/
Customer Support Email: zhuxingzhang61@gmail.com - Business Address: , Yiwu, Zhejiang, China
- Customer Service Hours: Monday – Friday, 9:00 AM – 6:00 PM (China Standard Time, UTC+8), excluding public holidays.
Please include your order number when contacting us so we can assist you more efficiently.
We appreciate your business and are committed to handling customer concerns fairly, professionally, and transparently. - Thank You for Shopping with Cozy Home Lighting
- We appreciate your trust and support. We are committed to providing fair, transparent, and professional customer service.
- If you have any questions regarding returns, refunds, or your order, please contact our customer support team. We will do our best to assist you promptly and resolve your concerns.
- Customer Service Hours
- Thank You for Shopping with Cozy Home Lighting