Refund Policy

1. General Terms

This Refund Policy governs returns and refunds for purchases made through our website.

By placing an order, the customer confirms agreement with this Refund Policy, our Terms and Conditions, and Delivery Policy.

2. Order Cancellation

An order may be cancelled:

  • Before shipment — with a full refund.
  • After shipment — only according to the return procedure described below.

If an order has already been processed and shipped, cancellation is not possible until the goods are returned.

3. Right of Withdrawal (EU Customers)

Customers located in the European Union have the right to withdraw from the contract within 14 calendar days after receiving the goods.

To exercise this right, the customer must submit a written request via email.

Returned goods must:

  • Be unused
  • Be in original packaging
  • Include all accessories and documentation
  • Be properly packed to prevent transport damage

The customer is responsible for return shipping costs unless the item is defective.

Refunds are processed within 14 days after we receive and inspect the returned goods.

4. Returns (Ukraine Customers)

Returns are accepted within 14 calendar days (excluding the purchase day) in accordance with Ukrainian consumer protection law.

Goods must:

  • Not show signs of use
  • Retain original packaging
  • Include proof of purchase

Refunds are processed within 30 calendar days after inspection.

5. Non-Returnable Items

The following items are non-refundable:

  • Custom-made or personalized products
  • Products manufactured according to individual specifications
  • Used, installed, or damaged goods
  • Products damaged due to improper installation or misuse

For LED lighting products, installation is considered acceptance of the product’s conformity.

6. Damaged or Incorrect Items

If the product arrives damaged or incorrect:

  • The customer must notify us within 48 hours of delivery
  • Photos and/or video evidence must be provided

Failure to report within this timeframe may result in refusal of the claim.

If confirmed, we will offer replacement or refund.

7. Refund Method

Refunds are issued only to the original payment method used for the transaction.

For payments made via:

  • PayPal — refunds are processed through the same PayPal account.
  • LiqPay — refunds are processed to the original card/account used for payment.

We do not issue refunds to third-party accounts.

8. Chargebacks and Payment Disputes

Before initiating a payment dispute or chargeback through a bank, PayPal, or LiqPay, customers must contact us directly to resolve the issue.

Opening a chargeback without prior contact may delay resolution and require additional verification documents.

We reserve the right to provide payment providers with:

  • Proof of delivery
  • Order confirmation
  • Communication history
  • Tracking information

to protect against fraudulent claims.

9. Shipping Responsibility

Customers are responsible for:

  • Providing correct delivery information
  • Receiving the package on time

If a package is returned due to:

  • Incorrect address
  • Failure to collect
  • Refusal without valid reason

Reshipping costs must be paid by the customer.

10. Contact Information

Return requests must be sent to:

Email: ledcomfort.eu@gmail.com
Phone: +380967628623

 

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