Returns and exchanges

Overview

The deadline for returning an item for a refund or an exchange is 15 calendar days from receipt. If 15 days have gone by since your purchase, we cannot offer you a full refund or exchange.

To be eligible for a return, your item must be unused, complete, and in the same condition you received it. It must also be in its original packaging.

Other non-returnable items:

Products that you have installed, damaged and / or that are incomplete.
Non-standard products that have been made to measure

To complete your return, we need your order number. You will find this number in your order confirmation that you received by email during your purchase.

Refunds

Once your return has been received and inspected, we will send you an email to let you know that we have received your returned item. We will also notify you of the approval or rejection of your refund.

Once your request is approved, your refund will be processed and a credit will automatically be applied to your credit card or original payment method, within 5 business days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your bank or the company that issued your credit card. It may take some time for your refund to be posted to your account.

If you’ve done all of this and you still have not received your refund yet, please email us at info@kitciel.com or write to us via the contact form .

Sale Items

Only normal priced items can be refunded. Sale items cannot be refunded.

Trades

We only replace items (free of charge) if they are defective or damaged. If you would like to exchange it for the same item, please email us at info@kitciel.com or write to us via the contact form making sure to communicate to us your order number . Following your request, you will receive an email with the instructions to follow.

Shipping returns

France (metropolitan) and Belgium (+ neighboring European countries)

If the price of your item is greater than or equal to 200 €, the return is completely free. A return label will be emailed to you with precise instructions for delivering the item to the nearest collection point.

If the price of your item is less than 200 € or if the return is made outside European countries (France, Belgium and neighboring countries). You will be responsible for paying your own shipping costs for returning your item. Shipping charges are not refundable.

To return your product to us, please ship it to the following address:

METRAC LIGHTING
KITCIEL SERVICE
1336A Chaussée de Waterloo
1180 Brussels – Belgium

CONTACT US